Galactic Wins Casino - Le vincite del giocatore sono state confiscate.

After receiving a deposit-derived bonus and spending a whole day betting, I made a withdrawal request. Galacticwins casino simply cancelled my deposit, wiped my balance to zero and invalidated all of my bet points. The combined values reach 3,100.00 Brazilian reais, which is more than 600.00 euros. I find Galacticwins to be unreliable. In such a competitive industry, it's unacceptable to treat customers in this irresponsible manner. I reached out to the support team and sent emails, but their excuses were absurd. I've attached screenshots of the respective balances.

Após receber um bonus derivado de deposito e um dia inteiro de apostas fiz uma solicitação de saque. O Galacticwins casino simplesmente cancelou o meu depósito e ainda zerou todo o meu saldo e todos meus pontos de aposta. Os valores somados chegam 3.100,00 reais brasileiros, ou seja, mais de 600,00 euros. O Galacticwins simplesmente não é confiavel. Em um setor tão competitivo agir de forma irresponsavel com os clientes é inadmissivel. Entrei em contato com o suporte e enviel e-mail, e as desculpas foram absurdas. Enviei as respectivas capturas de saldo em anexo.

Dear Rottreich,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify which bonus you activated? If possible, please post a link or promo code you used to redeem the offer here in this thread.
• Did you receive any explanation from the casino regarding this issue, or which rule you breached? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Hello Kristina, thank you very much for your attention to my case. Clarifying your questions:

1. The bonus I won was derived from a reward system called Login Rewards, offered only to depositors. That is, throughout the month, as soon as we log in, on some days

(Not all) are entitled to free spins or bonus cash balance. In this specific case it was a bonus of 10.00 (Brazilian reais). It is not a simple bonus offered to everyone, only to depositors. I used this bonus and played for many hours in a row, totaling thousands of reais in bets and at one point I requested a withdrawal of 900.00 Brazilian reais.

2. The Casino's response was that the bonus wagering limit was 10 percent of the bonus and the total bonus amount (rollover) should be wagered 60 x, i.e. 600.00 Brazilian reais. They claimed that I exceeded the minimum limit several times. Now let's look at what led to the problem:

a) The Casino does not make the bonus rollover progress available in any section. How would it be possible to place six hundred bets without getting lost and without having any idea of the progress, since this is not available in the player's account?

b) The Casino does not warn or prevent when a bet above the permitted amount is made at the time it is made.

C) At the time of withdrawal there is no warning about the maximum amount allowed to be withdrawn.

I have been a player for over 15 years and have registered in hundreds of Casinos, and in absolutely all of them the rollover progress is

Always demonstrated clearly and in real time. Bets above the minimum amount are immediately prevented, allowing the player to correct the amount bet without any loss to their balance. In some of these Casinos I have already completed very high rollovers and I have never had any withdrawal impediment or the value of my balance and my winnings reset to zero like Galacticwins did. In short, the Casino clearly imposes confusing rules and procedures in order to

Misleading the player and preventing him from making profits. To make matters worse, I discovered to my surprise

that the MGA temporarily suspended the license

Of all the group's Casinos for a period in 2023 (Galacticwins, Bcasino, Boocasino and Mr. Fortune) for non-compliance with procedures required by the gaming commission authority.

Olá Kristina, muito obrigado pela sua atenção ao meu caso. Esclarecendo seus questionamentos:

1. O bônus que eu ganhei foi derivado de um sistema de recompensa chamado Recompensas de Login, oferecido somente a depositantes. Ou seja, ao longo do mês, assim que logamos, em alguns dias

(Não todos) temos direito a giros grátis ou saldo de bônus em dinheiro. No caso específico foi um bônus de 10,00 (reais brasileiros). Não é um simples bônus oferecidos a todos, somente a depositantes. Eu utilizei esse bônus e joguei muitas horas seguidas, totalizando milhares de reais em apostas e em um momento solicitei o saque de 900,00 reais brasileiros.

2. A resposta do Casino foi que o limite de aposta do bônus era de 10 por cento do bônus e o valor total do bônus (rollover) deveria ser apostado 60 x, ou seja 600,00 reais brasileiros. Alegaram que eu excedi o limite mínimo várias vezes. Agora vamos ao que levou ao problema:

a) O Casino não disponibiliza o progresso do rollover do bônus em nenhuma seção. Como seria possível fazer seiscentas apostas sem se perder e sem ter ideia do progresso, já que isso não é disponibilizado na conta do jogador?

b) O Casino não avisa e nem impede quando uma aposta acima do valor permitida é feita no momento em que ela é feita.

C) No momento do saque não há qualquer aviso sobre o valor máximo permitido a ser sacado.

Em sou jogador há mais de 15 anos e tenho cadastro em centenas de Casinos, e em absolutamente todos eles o progresso do rollover é

Demonstrado sempre claramente e em tempo real. Apostas acima do valor mínimo são imediatamente impedidas possibilitando ao jogador a correção do valor apostado sem qualquer prejuízo de seu saldo. Em alguns desses Casinos já cumpri rollovers altíssimos e jamais tive qualquer impedimento de saque ou o valor de meu saldo e meus ganhos zerados como fez o Galacticwins. Resumindo, o Casino claramente impõe regras e procedimentos confusos no intuito

De induzir o jogador a erro e impedir a realização de seus lucros. Para piorar, descobri para a a minha surpresa

que a MGA suspendeu temporiamente a licença

De todos os Casinos do grupo por um período em 2023 (Galacticwins, Bcasino, Boocasino e Mr. Fortune) por descumprimento de procedimentos exigidos pela autoridade comissão de jogos.

Thank you for your reply, Rottreich. Do I understand correctly that the casino confiscated your winnings because you breached the maximum allowed bet?

 I checked the bonus T&Cs and I found this:

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

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history. My email address is kristina.s@casino.guru. Thank you.

Dear Rottreich,

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.