Galaxy.bet Casino - Player can't fulfil withdrawal requirements due to country restrictions.

Casino not letting me withdraw 471$. Problem is quite bizarre.

I made an initial deposit of 300$ and placed a sports bet, which was a winner. The balance grew to 471.80$, but immediately after that I got restricted on the sports betting sector in the terms of a maximum stake below 1$ on all events, regardless of the rank of the competition.

I requested a payout in the amount of 471.80$, but the casino refused, asking for verification. I did it. I asked for payment again, but they refused it. Apparently, according to their rules, it is necessary to stake the deposit made twice in order to be able to make any payment. Ok, since I'm restricted in sports betting, I wanted to stake another $300 or so on their casino, slots, etc. However, that's not possible, because I absolutely can't open any games, not from any manufacturer, because they say they're not available in my country.

The same thing is with the live casino. I contacted support, explained the problem, but they persistently continued with the story that I can't withdraw until I stake another $300, but I tried to explain that I have no way to stake another $300, it's just not theoretically possible. They had no understanding.

I don't know how else to solve this problem except by opening a complaint here. I expect your help, and I am grateful for it in advance.

Dear dule1991,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do you see your deposit somehow divided between the sports betting section and the casino section, or is there no such division in your profile?

Do I understand correctly that you are able to bet on sports events but your stakes have to be lower than $1?

Has the casino explained to you why you are unable to wager your deposit on slots and live casino games? Is it only because of the country restrictions?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Please check attachment above. Yes, it is only because of country restriction. Its not problem I am restricted on sports betting to 1$ max stake, problem is actually I have no other way to fullfill their rollover req. So, there is no point to ask customer to stake x2 deposited amount in order to withdraw, if customer have no real option to do so.

They offered to pay me my initial deposit -5% fee, which is a rude offer to say the least. The practice in this industry is to offer the customer to withdraw to him the entire amount from the account minus a certain percentage, if he does not want (or cannot, as in my case) to fulfill the rollover rule.

I hope you understand what the problem actually is. In short, they don't want to withdraw my balance, and I am unable to stake on anything on their site to actually meet their requirements to process my withdrawal.

Thank you very much, dule1991, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello dule1991,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Galaxy.bet Casino to join the conversation.

Dear Galaxy.bet Casino,

Could you please explain why the player was limited to placing bets only below $1 in the sports betting section? I understand that certain casino games may not be available in specific countries, but is the entire casino section unavailable in the player's country? If there are additional details that cannot be shared publicly, please forward them to me at michal.k@casino.guru

Dear marchek, 

After completing an additional investigation with the trading team it was recommended to close your account after your initial deposit is refunded. Please log into your account and submit your withdrawal request. 

Dear Galaxy.bet Casino,

I kindly request that you provide me with the rationale behind your decision, along with any corroborating evidence, by sending it to my email address, michal.k@casino.guru.

Thank you in advance for your cooperation.

Dear marchek, 

After further review of the limits that have been applied to your account, and due to your inability to complete the deposit wager, we kindly recomend you submit a withdrawal request for your initial deposit. 

Dear dule1991,

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.

I would like to ask casino what rule exactly are giving them right to cancel winning bets that were placed 20 days ago?

Something like this has never happened to me in my life. What else can you expect from a casino of Russian/Ukrainian management with a curacao license.

This is so absurd in xy ways. I win sports bets and a ridiculous amount of $200, and I'm trying to withdraw. However, the casino already canceled one sports bet of $70 because "3 bets on the same match are not allowed" (lol). OK.

I am trying to pay off the $471 that is left on the account. However, I can't do that because my max. bet on the sports section is limited to $0.01. I go to the casino and try to stake another $300 on the slot games there (to be able to withdraw this $471), but I can't do the same there because absolutely no slot games are "available in my country."

After all that, the casino decided to cancel these winnings in the amount of $171 and let me withdraw only my deposit of $300. Looool

I am only glad that I will potentially dissuade someone who reads this complaint from registering at this casino. $200 is not a large amount, but they would do the same to someone who would eventually win $2,000.

Russian/Ukrainian way of doing business in full light.

Dear marchek and Michal,

We would like to confirm that the withdrawal request of the initial deposit amount has been processed.

Dear dule1991,

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.

Actually, I'm quite shocked and I don't know what should I say? Based on which rule did the casino void my winning bets? Is it my fault that I am not able to stake the amount they are asking me for in order to comply with rollover rule?

It is quite obvious and clear that the casino has fraudulent intentions by voiding winning bets and paying me just deposited amount. Until now, I have registered and played at a large number of casinos, but nothing like this has ever happened to me.

Dear Mr. Marchek,

We would like to remind you that we have the right to withdraw any winnings or cancel bets after comleting the ongoing investigation.

We would like to remind you the fact that you already withdrew your initial deposit and by this act you have agreed to the applicable rules and procedures of Galaxy.bet

Your account is closed.

We would like to ask Casino Guru to close this topic, the case was solved.

Dear dule1991,

As I have informed you via email, because your complaint is purely sports betting-related, we wouldn't be able to advise you correctly, as we don't have enough insight into sports betting. We don't have a branch dealing with sports betting yet. If you haven’t known that yet, our Casino Guru complaint forum deals with complaints regarding online casinos and online casino games only.

The Galaxy.bet team mentioned you have received your deposit back which seems like a fair thing to do, sadly there is nothing more we can do to assist you. If you are not happy with this outcome you are free to submit a complaint to other services that are dealing with sports betting related issues but sadly we are not able to pursue your case further and we have to reject your complaint. Thank you for your understanding. We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards

Michal

Casino Guru