Galaxy Spins Casino - Player waited too long to be self-excluded and her winnings are not being paid.

I emailed this company asking them to block my account, dates shown on the emails il upload. I won £100 on the 19/04/24, they then got back to me, said they’d closed my account, and i havnt received my winnings. I wrote to them via live chat asking when will i receive them, they told me it could take up to 3 months, or they could be ultimately forfeited. Iv read through the terms and conditions and cant see anything stating this, now when i look for the site it wont even find it. Id appreciate any help.

Dear tammiw84,

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.

Could you please advise when exactly the casino closed your account? Could you also send me the email you received from them after your account was finally closed?

Could you kindly specify how much money you deposited into this casino from March 21, when you mentioned you had a gambling addiction in your email and requested to be self-excluded?

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

The casino actually closed my account the 22/04/23, i emailed them first the 21/03/23 then again the 28/03/24, i contacted the support email address to ask to cancel as stated in the terms and conditions, still didnt reply, until i won money tried to withdraw it, they then closed my account. I stated i spent £200 then £160, plus more inbetween these times. Now i cant even for the site

Thank you very much, tammiw84, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 tammiw84,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Galaxy Spins Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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,

Michal V, Casino.Guru