Galactic Wins Casino - The player's winnings were confiscated.

Hi this is regarding a winning amount of R5000 from galacticwins I've sent through all my documents regarding a widrawal process I was advised by chat support that I have met my wager and I need to deposit a R100 to activate my account after doing that 5 days later I got the below email stating I did not meet requirements and I played over 10% and my winnings were taken away

Hello hannahramdas6,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Galactic Wins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you bet over the maximum allowed limit while you had an active bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi I played the free spins I met the wager n then spoke to chat support who said I need to deposit R100 to activate my account so I could widraw I did the deposit and updated my banking details sent proof of banking details ID and proof of residence as requested 4 days later I received a email saying my widrawal was voided this was not wat I was advised before and further more my R100 was returned and the R4900 was taken

This if from the 18/06/2023

Good day Hannah.

Thank you for your email.

The terms and conditions for each bonus are found on every bonus page of our casino, therefore available to all players to read before purchasing and playing the bonuses. These are in the same size text as the rest of the page, so are not "fine print" and not made up.

By claiming the bonus, you accepted the terms and conditions of the bonus, which includes the maximum withdrawal clause.

Our industry standard services and terms are legally ratified by the Malta Gaming Authority and are written clearly enough for players to follow and understand.

Our casino is also licensed by the Malta Gaming Authority (MGA), widely regarded as one of the best regulatory bodies in the entire gambling industry. The MGA enforces strict guidelines to ensure fair play, player protection and responsible gambling. They continuously monitor and supervise licensed casinos to maintain high standards of operation.

Regards,

Darron

Support

Hello hannahramdas6,

Did the casino void your winnings from bonus due mixing your funds with the deposit or you did breach a bonus term which caused the issue? Did you receive any details regarding the winnings from the bonus?

Hi it was due to mixing my bouns winning and increasing my bets

Hello hannahramdas6,

Is it possible to forward your betting history from the date you used the bonus? Please note that if you did bet over the maximum allowed limit, the casino had the right to void any winnings generated from the bonus money.

Please send the requested information to nikolas.b@casino.guru.

Dear hannahramdas6,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.