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

Hi so I made my registration on this platform.

Then a few days later I received an offer to deposit 25 reais and I would earn 75 to play

I made the deposit and went to play

In the deposit there was no description of where to play or not

I just had that I would need to complete the bet limit..

So I started playing at the casino

I won a value of 600 reais

I went to try to withdraw and saw that there was this bet restriction

I contacted support and he told me that I would have to bet ..

So I went back and started the bet

And get 5000k earnings

Bet limit has been completed

I contacted to withdraw and

They ask for my documents

account statement

RG

Passport

Proof of address

pix

And today I received an email saying that my won amount was canceled

because i played invalid game

How and what I played

Invalid

And it was stated there that I had complied with the withdrawal rules

I want a solution

because if I wasn't supposed to play

The platform should cancel the game at the same time

But I didn't make 5000k earnings

Now you come to say that it was Invalid?

I'm going after my rights I'm going to denounce the platform

I'm going to the police station

Because I'm in my right

And I want my money

that I am entitled to receive

What is this chat service for? If not to inform all procedures, I need the game.

I will fight for my rights

I'm waiting for you

I want my money

I'm here because I have a right

in receiving

I contacted support several times

To help me, they even made the withdrawal request for me.

Why didn't they inform me about it?

Why didn't the platform itself cancel the game at the same time??

As the description says when you enter the casino you only enter with real money

And you can't with bonus

I played it right I did it right

Now you will fulfill your part

I want my money

Otherwise

I'm going to court with this platform

There you will see who has the right

To receive.

I play for a while

Blaze game, bet sport, starbet

I never had any problems with them.

Now this misleading platform

liar

I want my money

The rule description should be displayed along with the deposit description

Where should or should not play

Why wasn't it cancelled? My bets since I was playing wrong..

Wait I bought the rules

the bet limit

I waited Win

Make a withdrawal request

To say it was invalid

That does not exist

And I will fight for my pay..

Until the end

You can consult my bet history I bet with my deposit 25 reais

Oi então eu fiz meu cadastro nessa plataforma .

Aí com ums dias recebi uma oferta de depósito de 25 reais e ganharia 75 pra jogar

Fiz o depósito e fui jogar

No depósito nao tinha descrição de onde jogar ou não

Só tinha que eu tinha que eu precisaria completar o limite de aposta..

Então eu comecei a jogar no cassino

Ganhei um valor de 600 reais

Fui tentar sacar e vir que tinha essa restrição de aposta

Entrei em contato com o suporte e ele me disse que teria que aposta ..

Então voltei e comecei a aposta

E conseguir 5000mil de ganhos

O limite de aposta foi completado

Entrei em Contato pra sacar e

Eles pedio meus documentos

Extrato de conta

Rg

Passaporte

Comprovante de residência

Pix

E hoje recebi um email dizendo que meu valor ganho foi cancelado

Pq eu joguei jogo inválido

Como E que eu joguei

Inválido

E foi Constado lá que eu tinha comprido as regras de saque

Eu quero uma solução

Pq se não era pra eu jogar

A plataforma deveia anula na msm hora o jogo

Mas n eu fiz 5000mil de ganhos

Agora vem dizer que foi Inválido?

Eu vou atrás dos meus direitos vou denucia a plataforma

Vou na delegacia

Porque estou no meu direito

E quero meu dinheiro

Que eu tenho direito de receber

Pra que serve esse atendimento via chat ?? Se n for pra informar todos procedimentos preciso do jogo.

Eu vou lutar por.meus direitos

Aguardo vcs

Eu quero meu dinheiro 

Estou aqui porque eu tenho direito 

Em receber 

Eu entrei várias vezes em contato com o suporte 

Pra me ajudar eles msm que fez a solicitação do saque pra mim.

Porque eles não me informaram sobre isso 

Pq a própria plataforma não anulou o jogo na mesma hora??

Como tem a descrição quando vai entra no cassino q so entra com dinheiro em real

E não pode com bonus

Eu joguei certo fiz tudo certo 

Agora vocês vão cumprir com a parte de vocês 

Eu quero meu dinheiro 

Porque se não 

Eu vou pra justiça com essa plataforma 

Lá vocês vão ver quem tem direito 

De receber. 

Eu jogo a tempos 

Jogo na blaze ,esporte bet, estrelabet

Nunca tive problema nenhum cm eles.

Agora essa plataforma enganosa 

Mentirosa 

Eu quero meu dinheiro 

A descrição da regra deveria ser exposta junto com a descrição do depósito

Onde deveia Ou não jogar

Porque não foi anulado ? Minhas aposta já que eu estava jogando errado..

Esperou eu compri as regras

O limite de aposta

Esperou eu Ganha

Fazer o pedido de saque

Pra dizer que foi Inválido

Isso não existe

E vou lutar por meu pagamento..

Até o fim

Pode consultar meu histórico de aposta eu apostei com meu depósito 25 reais

Dear andressagrafin0000,

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. Do I understand correctly that the casino confiscated your winnings because you played a restricted game? Did the casino specify which game it was?

Could you please post here a link to the bonus you activated? I would like to check the bonus T&Cs.

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

So in the email received there was no betting restriction on any game

Here is the print of the email I received

So I come, I made the deposit

I entered the game to place bets

I went to the live casino and started placing bets

with my deposit

Because I would only play with real

With bonus would not enter ..

I won a value of 600 reais

When I tried to withdraw it, it just wouldn't show up

I had to meet a bet target

Hey I contacted attendant

He informed me that I would have to bet 4 and a thousand and something to complete

But he did not inform that it could not be in a casino

So I went back to the game

Since I couldn't

Why did you fill the bets?

Why wasn't it cancelled?

Why did you expect me to win?

I contacted the chat again to ask for help with the withdrawal

They really helped me do it

And you didn't tell me anything

My win was not valid

He just told me to wait for it to fall

Então no email recebido não tinha restrição de aposta em qualquer jogo

Ai esta o print do e-mail que eu recebi

Assim eu vir ,fiz o depósito

Entrei no jogo pra fazer as aposta

Fui pro cassino ao vivo e comecei a efetua as aposta

Com meu depósito

Porque só jogaria com real

Com bonus não entraria ..

Ganhei um valor de 600 reais

Ao fui tentar sacar só que nao apaceria

Eu tinha que cumpri uma meta de aposta

Ei entrei em contato com atendente

Ele me informou que eu teria que aposta 4 e mil e pouco pra completa

Mas n informou que n poderia ser em cassino

Então eu voltei pro jogo

Já que não podia

Porque preencheu as aposta ?

Porque não foi anulada?

Porque esperou eu ganhar

Eu entrei em contato novamente com o chat pra pedir ajuda no saque

Eles msm que me ajudou a fazer

E n me me informou nada que

O meus ganho não era válido

Só mandou eu aguardar que iria cair

I believe that the description of where the game would be valid should be right there below the promotion.

And I had contact with him several times

Because they didn't inform me

I play on multiple platforms

I always get bonus

And they always come clear where you can or can't

If I get it wrong

There they refuse the bet

I'm really fighting for something that's mine

And I'm in my right

Please help me

Eu acredito que teria que esta logo aí em baixo da promoção a descrição de onde seria válido o jogo .

E tive várias vezes contato com ele s

Porque eles não me informou

Eu jogo em várias plataforma

Sempre pego bônus

E eles sempre vem claro de onde pode ou não

Se caso eu entre errado

Lá eles recusa a aposta

Eu realmente estou lutando por algo que é meu

E estou no meu direito

Por favor me ajude

Waited for me to play win

Ask them to help us loot

I sent all my documents

And then they came to say that it was not valid??

Esperou eu jogar ganhar

Pedir a eles ajuda nos saque

Enviei todos meus documentos

E depois eles vim dizer que não foi válido??

I'm waiting for feedback

They didn't even answer my email.

Estou aguardando retorno

Eles nem me respondeu o e-mail.

I need an answer??

I feel cheated

Preciso de uma resposta??

Me sinto enganada

Thank you very much for your reply, andressagrafin0000. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

kristina.s@casino.guru

Then I sent all the documents through this link

All my contact with them was through live chat.

I contacted them to find out what if I would really need all these documents

He said yes.

Send the pix key.

Passport

Proof of address

ID's photo

account ready

My entire documentation.

And the attendant said now just wait for the payment He asked how much I wanted to withdraw and They even request the withdrawal for me through the pix.

I waited until the other day

And they sent me this email

Q was for sending an email

That it is only the financial support that would solve

This is a lack of respect for the player

I just want my money

that they rejected

Why didn't you answer my emails??

since they are right

There should have been an answer...

I'm feeling robbed

I want my payment

Please

Just it

kristina.s@casino.guru

Depois mandei todos documentos através desse link

Todos meu contato com eles foi através de de chat ao vivo.

Entrei contato cm eles pra saber oque se precisaria mesmo de todos esse documentos

Ele disse que sim.

Mande da chave pix.

Passaporte

Comprovante de residência

Foto de RG

Pronto da conta

Minha documentação toda.

Eo atendente disse agora é só aguardar o pagamento Perguntou quanto eu eu queria sacar e Eles mesmo solicito o saque pra mim através do pix.

Esperei até o outro dia

E eles me enviaram esse email

Q era pra enviar um e-mail

Que é só o suporte financeiro que iria resolver

Isso é falta de competência d respeito ao jogador

Eu so quero meu dinheiro

Que eles rejeitou

Porque não me respondeu os e-mails??

Já que eles estão certo

Deveria ter uma resposta ...

Estou me sentido roubada

Sou quero meu pagamento

Por favor

Nada mais

Here are the bookmakers I play too as you can see the promotions I receive loto below has the description of the promotion

The rules that must be complied with.

Any player will already be aware of what they should or shouldn't do.

As I sent before the promotion that galaxyno sent me did not have any rule description

So anyone would think it was just the deposit

And place the bets

I understand promotions perfectly

Gambling at other bookmakers

In time

But I'm always looking for others

For better satisfaction

And in this one I ended up getting a worse one

Who is wanting to prevent me from receiving what is rightfully mine.

BUT I WILL NOT GIVE UP MY MONEY

because when depositing

Quick enter the value ..

When we lose they are winning

But if we win they don't want to pay

We have right..

And I want my payment

Aqui está as casa de aposta que eu jogo também como pode ver as promoções que eu recebo loto em baixo tem a descrição da promoção

As regras que devem ser cumprida .

Qualquer jogador já vai ficar ciente do que deve ou não fazer.

Como eu enviei antes a promoção que o galaxyno me enviou não tinha nenhuma descrição de regra

Então qualquer pessoas pensaria que seria só o depósito

E fazer as apostas

Eu entendo perfeitamente de promoções

Jogo em outras casa de apostar

A tempo

Mas sempre venho procurando outras

Pra melhor satisfação

E nessa acabei pegando uma pior

Que está querendo me impedir de receber oque e meu por direito.

MAS EU NAO VOU DESITIR DO MEU DINHEIRO

porque na hora de depositar

Rápido entra o valor ..

Ao se perdemos eles que estão ganhando

Mas se nós ganha eles não quer pagar

Nos temos direito ..

E eu quero meu pagamento

🇧🇷there is the contact with them. That's all they answer me.

BUT I don't get any emails.

No solution for my payment...

THE

aí está entro em contato com eles . Somente é isso que me respondem.

MAS não recebo nenhum e-mail.

Nenhmma solução do meu pagamento...

A

Thank you very much andressagrafin0000 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi andressagrafin0000,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Galaxyno Casino to the conversation to participate in the resolution of this complaint.

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.

Hi andressagrafin0000,

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. 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 might 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. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Galaxyno Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Peter and andressagrafin0000,

We have looked into the players' history with us and the relevant withdrawal, the winnings of which were declined.

Here is what we found.

This player has played with a deposit of BRL25 and a deposit bonus in the amount of BRL75.

In our T&C's it is stated that the maximum bet allowed within wagering is either 10% of the bonus amount received or BRL30.

In this case, the player has made bets of BRL325, BRL525, BRL425 BRL100 and more bets that are larger than BRL30, all within wagering.

When the player has requested a withdrawal, it triggered our gaming check, which we do in all withdrawals and we have found these bets.

Once we saw that the player has violated our maximum bet rule we voided his winnings, as per our T&C's.

I will be happy to provide any further information necessary.

Regards,

Galaxyno Casino Representative.

Thank you Galaxyno Casino Team for your reply. Please send the player's game history to my email address (peter.m@casino.guru).

Hello Peter,

I've sent the game history to the indicated email address.

Regards,

Galaxyno Casino Representative.

When I tried to withdraw they said that I had played the games we didn't allow. , now the subject has changed now I bet aa more ??? What was the next invention you are going to use..

Quando eu tentei sacar falaram que tinha jogado o jogos não permitirmos. , agora já mudou o assunto agr eu apostei a a mais ??? Qual era a próxima invenção que você vão usar..

Galaxyno Casino.

I'm just wanting what's mine

I speak again when I tried to withdraw

That I played and won 600 and something

You informed me that I had to complete 4000 or so moves.

I kept playing

I won more and went to a thousand reais.

And then I just increased

When did I complete

I went again talk to attendant

They say that I made my withdrawal

Via pix

Then you denied

I'm here with your email

Saying that I played a game not allowed

Now you say it was

Because I played I played dr 30 reais

I will show your email

There they are informing me that it was canceled because it was an invalid game

What is the level of this platform

With lies??

I just want what's mine

Pay me and everything will be alright

Be honest with the players

And comply with the rules of and pay.

I will not give up my money

No way

Galaxyno Casino.

Eu estou apenas querendo oque e meu

Volto a falar quando eu tentei sacaR

Que joguei e ganhei 600 e pouco

Vcs me informou que eu tinha que completar 4000 e poucas jogadas.

Continuei jogando

Ganhei mais fui pra mil reais .

E daí fui só aumentando

Qnd completei

Fui novamente fala cm atendente

Eles msm que efetuou meu saque

Via pix

Depois vcs negou

Estou aqui cm seu e-mail

Falando que joguei jogo não permitido

Agora vocês que dizê que foi

Porque joguei joguei dr 30 reais

Vou mostra seu e-mail

Aí está eles me informando que foi cancelado porque era jogo inválido

Qual eo nível dessa plataforma

Com mentiras??

Eu só quero oq e meu

Me paguem e tudo vai ficar certo

Seja honesto cm os jogadores

E cumpra cm as regras de e paguem .

Eu n vou desistir do meu dinheiro

De forma nenhuma

I wait for you to pay me as soon as possible

Because when it comes to making a deposit, you receive it if there is no problem

Without any description...

But to pay the player

for what he won

You come to invent a lot of things ????

5 thousand reais I won

I just want what's mine please

Aguardo vocês me pagar o mais rápido possível

Porque qnd é pra fazer depósito vocês recebem se nenhum problema

Sem nenhum descrição...

Mas pra pagarem o jogador

Pelo que ele ganhou

Vocês vem inventar monte de coisa ????

5 mil reais que ganhei

Eu só queroo oq e meu por favor

Thank you Galaxyno Casino Team for the game history.

Dear andressagrafin0000,

The game history provided by the casino suggests that you made quite a lot of overbets and therefore breached the maximum bet rule. If playing restricted games was the only issue here, we would try to convince the casino to pay you your winnings because we believe that this should be enforced by the casino system. However, breaching the maximum bet rule gives players an unfair advantage over the casino and the enforcement of this rule isn't an industry standard yet, I'm afraid I can't help you with this one. Unfortunately, your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter