Galaxy Spins Casino - Player's withdrawal is delayed.

Hi played for a while and made a withdrawal on 8th September on there terms state 7 to 21 working days it’s now been 30+ working days.

I have emailed a few time and live chat loads and just keep getting told to be patient but I get the feeling I will never get this.

Dear Burchy18,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you’ve experienced regarding your withdrawal.

To better understand the situation and assist you effectively, could you please provide the following additional details?

• Did you receive any confirmation or reference number for your withdrawal request on 8th September?
• Have you accumulated the winnings you wish to withdraw with or without an active bonus?
• Have you received any further communication from the casino regarding delays or reasons why the withdrawal is taking longer than their stated timeline?
• Are there any pending verification requests or documents that the casino may have requested from you during this time?

Additionally, please feel free to forward any relevant communication you’ve had with the casino (such as email responses, screenshots, or live chat transcripts) to petronela.k@casino.guru. This information will greatly help us in investigating the issue.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello thanks for looking in to this

withdrawal was made 8th September Transaction ID: 55928256

this was with a active bonus but I definitely kept in with there terms and I did play though the whole wagering

I have had communication with live chat and they just keep saying it’s with the financial team and they are busy so just be patient

my account is fully verified

regards

Thank you very much, Burchy18, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear Burchy18,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Galaxy Spins Casino representative to join this conversation.

Dear Galaxy Spins Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

MIrka

Casino.Guru