Galaxy Spins Casino - プレイヤーの撤退が遅れています。

I requested a withdrawal on the 26th og march they said between 7-21 days not including weekends, im in day 25 now and tgey dont even answer just keeps saying be paitent, can you help

Dear danlevy085,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Tbh I don't know my account says it's fully verified, but if they need more i have no problem providing it, they haven't asked for anything, I did withdraw 2500 but they have put it as 2300, which I think is down to there rules on the site, that I'm not fussed about.

No it wasn't accumulated by any bonus, and iv only been on the live chat a few times, didn't screenshot it where I didn't know i did send an email a couple of weeks ago but I still haven't heard anything back from that, thanks for trying to help

Dear danlevy085, has the casino ever informed you about the reason behind the delay in processing your withdrawal?

Have they ever confirmed in writing that your withdrawal was approved?

Is the money still shown as "pending" or has it returned to your account balance?

No they keep saying it is going through the process

I just msged them again and this is what I get, then they don't reply back

Realistically am I going to get it off them, if not how do I go about filing a fraud case for the site if its even possible, just think it's disgusting how they can still be allowed to operate when they do not pay, and your able to still make deposits

Dear danlevy085, have you received the money? Is the withdrawal request still pending?

No I still haven't heard anything from them yesterday it's still pending i just logged on to check

Just tried getting a answer again they just don't msg you back it's ridiculous

Thank you very much, danlevy085, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Ok they did eventually get bk to me this is what they replyed, i get the dame answer every time

But surly the sute shouldnt be allowed to operate, have i got any chance at all of getting the money off them

Dear danlevy085,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Galaxy Spins Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

Ok thanks very much

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.

Dear danlevy085,

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,

Martina Bennett