Galactic Wins Casino - プレイヤーの賞金はキャンセルされました。

Hi guys.. I made a 100euro deposit on this site last Saturday evening.. and after about 10 hours of play I hit numerous bonus spins on different games true out the night.. decided to cash out for 2450euro and leave a small bit for the next time.. all went well withdrawal wss confirmed.. but 2 days later I noticed it was no longer pending documentation but was cancelled.. with no winnings in my account or pending withdrawal.. so I started emailing them about 10 times to date with no response at all.. but I have just managed to get speaking to there life chat.. who has just informed me that placed a bet outside there to and Cs.. which I asked hoe could I play a bet that your casino does not allow.. I was told to contact support.. I said I have sent over 10 emails.. I was then told I had broke the rules of the bonus.. to which I said I never asked for a bonus.. and was told more then once that I didn't ask for one.

Dear Chico,

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 advise if you were informed which exact rule has been breached and why your winnings were voided completely?

Please forward your bonus history along with any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Chico,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.