Galactic Wins Casino - Le vincite bonus del giocatore sono state annullate.

Player's additional screenshot:

Dear letsgetsassy2022,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

Bonus Terms & Conditions

The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

1. The use of bonus funds purely to progress through the bonus stages of games.

2. Equal, zero or low margin betting

3. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

4. Betting on non-allowed games (Please see "Non-Allowed Games" for list of non-allowed games).

5. Using a ‘feature buy’ or Buy Pass function within a game.

If, on review of your wagering activities, it is found that you have performed one of the above, your winnings will be removed.

The General Terms and Conditions apply."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear letsgetsassy2022,

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.

Hi galacticwins hasn't responded to any of my email I will upload my gambling history IL have to screen shot each page one by one so will take some time

Hi letsgetsassy2022,

Kindly refrain from forwarding screenshots of your game history. Instead, please attempt once more to request your complete game history directly from the casino. If you are confident that you did not exceed the maximum bet of $4.00 per spin or 10% of the received bonus, we will make every effort to assist you.

• Meanwhile, could you please inform us of the bonus amount you received when you made your last deposit?

Thank you.

Ok have requested via chat and email

And it was 4 dollars



Hi letsgetsassy2022,

If you were granted a $4 bonus, your maximum allowed bet during the wagering period should have been 10% of $4, which amounts to no more than $0.40.

Based on the screenshots provided, it appears that you surpassed this maximum bet limit multiple times.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear letsgetsassy2022,

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 wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.