Galactic Wins Casino - プレイヤーの賞金は没収されました。

I used a bonus on galactic wins. Deposit $10 play with $30 and some free spins. Maximum withdraw $500. After 8 or so hours of playing betting no more than $1 at any time, which is lower than the 10% cap I decided to cash out my $500. Waited 7 days for them to tell me I broke the rules by betting more than 10%. I asked them to prove it and all they do is give me a link to the terms of service. These guys are crooks.

Dear vingasoline,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Galactic Wins Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if the casino specified instances when you supposedly breached the max bet rule while wagering the bonus?

Were you able to request a bonus history from the time period the bonus was active on your account?

Could you please share with us precisely what the accusations of the casino were in your case?

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,

Tomas

I have attached the email they sent me. The terms of the bonus was deposit $10, and play with $30 plus 30 free spins. In the end my total bonus amount was roughly $23. The maximum cash out for this bonus was $500 after meeting the wagering requirements. At no point during my play did I go over $1 on any bet. I met the wagering requirements and had a balance of just over $600. I then cashed out $500, and was informed that my bonus funds of roughly $23 would be removed from my account thus ending any further conditions or rules for me to abide by with my remaining balance that as far as I know cannot be cashed out at any time because I already withdrew the max amount. I basically played the remainder for fun, I still think I kept that below 10% regardless. I asked for proof that I broke the rules and was not provided it. I also cannot see any history of my gambling activities related to this deposit on my account. I was told by customer service chat to respond to the email with further inquiries. I did, and I got no response.

And just so you have an accurate timeline. The first email shows the time the bonus was credited, the second shows the time I cashed out

Thanks for the detailed explanation.

If you think you didn't play above the max bet set by the casino, please forward me your game history. You should find your game history (bet history) either in your account or alternatively request it from casino support.

My email is tomas@casino.guru

I'll await your message.

Dear vingasoline,

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.