Galactic Wins Casino - プレーヤーは、制限されたゲームをプレイしたとして告発されました。

I have an account at Galaxyno and after I fulfilled the withdrawal requirements, which was more than 8000 R$ in bets. When I tried to make a withdrawal of 100 R$, I received an email saying that my request was canceled and they canceled the ENTIRE BALANCE of my account, this does not exist, I have seen other complaints here about this.

They don't clearly state which games cannot be played with bonuses, only a few appear and alert.

And even so I played a lot and in games that had no restriction, the correct thing is to cancel only the games that could not. And they warn you that such a game cannot be played, they let you play just when you go to cash out, they show up with a bunch of bureaucracy. Completely unfair to the customer.

Tenho uma conta na Galaxyno e após eu cumprir os requisitos de retirada, que eram mais de 8000 R$ em apostas. Quando tentei fazer uma retirada de 100 R$, recebi um e-mail dizendo que minha solicitação foi cancelada e anularam o SALDO INTEIRO da minha conta, isso não existe, já vi outras reclamações aqui sobre isso.

Eles não informam de maneira clara quais jogos não podem ser jogados com bônus, apenas alguns aparecem e alertam.

E mesmo assim eu joguei muito e em jogos que não tinham restrição, o correto é anular apenas os jogos que não poderiam. E avisarem que tal jogo não pode ser jogado, eles deixam você jogar pra justamente quando for sacar aparecerem com um monte de burocracia. Completamente injusto com o cliente.

Dear Jonny15e22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus.

Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?

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

Hello, thanks for replying.

I wasn't warned and absolutely nothing came up about which games I should have played and which I shouldn't have.

Regarding the second question: It was not my first bonus, I had already won other deposit bonuses but I lost it later.

Remembering that I won an amount in free spins and with that amount I won more.

Olá, obrigado por responder.

Não fui avisado e não apareceu absolutamente nada sobre quais jogos eu deveria ter jogado ou quais não deveriam.

Referente a segunda pergunta: Não foi meu primeiro bônus, já tinha ganhado outros bônus por depósito mas perdi depois.

Lembrando que ganhei um valor em giros grátis e com esse valor fui ganhando mais.

Thank you very much, Jonny15e22, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Jonny15e22,

I have reviewed your case and will contact the casino to see if I can help. In the meantime could I ask you to please specify which bonus you have used to accumulate your winnings?

We would like to invite Galaxyno Casino to join the conversation and participate in the resolution of this complaint.

Dear Galaxyno Casino,

Can you please provide further information regarding the reason for the player's balance having been confiscated?

Kind regards,

Adam

I used the free spins, won a little and later accumulated in other games. But I completed the necessary rollover for withdrawals.

Usei as rodadas grátis, ganhei um pouco e posteriormente fui acumulando em outros jogos. Mas completei o rollover necessário para saques.

Hello Adam and Jonny15e22,

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

Here is what we found.

The player has played with winnings from free spins, that had wagering on them.

Thus, those winnings were a bonus until the wagering requirements were complete.

According to the history, the player has jumped between playing free spins to playing his winnings on other games.

Therefore, whenever the player played more free spins, more wagering was added.

Overall, the sum of winnings from the free spins was BRL195.12.

According to our Bonus T&C's, the maximum bet allowed when playing with a bonus within wagering, is either BRL30 or 10% of the bonus amount, whichever is smaller.

In this case, the player has made bets of BRL31, BRL50, BRL100 and BRL150 within wagering.

Therefore, he has violated our maximum bet rule and we were within our right to void his winnings.

I will be happy to provide any further information necessary.

Regards,

Galaxyno Casino Representative.

Thank you for the information, Galaxyno Casino Representative.

Could I ask you to please provide supporting evidence of the above to my e-mail address, adam.m@casino.guru?

Kind regards,

Adam

These T&Cs are a disgrace, at no time does the software prevent you from playing a game, it does not block any type of bet amount, how would you know that it can only be 30% of the amount? The software lets you play as much as you want, just so when you go to make the withdrawal they cancel you, a strategy to deceive the player.

Esses T&Cs são uma vergonha, em nenhum momento o software te impede de jogar algum jogo, não bloqueia nenhum tipo de valor de aposta, como iria saber que só pode ser 30% do valor? O software deixa você jogar o quanto quiser, justamente para quando você for fazer a retirada te anularem, uma estratégia para enganar o jogador.

Hello Jonny15e22,

Thank you for your additional comments. We will wait for the casino to provide supporting evidence of the above so that we can understand the situation fully.

Kind regards,

Adam

Hello Adam and Jonny15e22,

The relevant game history was sent to the indicated email address.

Regards,

Galaxyno Casino Representative.

Hello Galaxyno Casino Representative,

Thank you for the evidence provided, please see my response via e-mail.

Kind regards,

Adam

Hello Adam,

I've replied to your email.

Regards,

Galaxyno Casino Representative.

Dear Jonny15e22,

This case is still being discussed with the casino via e-mail so I will extend the timer.

Kind regards,

Adam

Hello Adam,

I have replied to your email,

Regards,

Galaxyno Casino Representative.

Hello Jonny15e22,

As I understand the situation from my discussion with the casino, you have received information about the bonus via e-mail, is that correct?

If so, are you able to forward this to my e-mail adam.m@casino.guru please?

Kind regards,

Adam

The only information that was passed was the same response the casino posted here after I contacted support.

I continue to question that after the rollover, it appears as a real balance and then confiscated earnings.

A única informação que foi passada foi a mesma resposta que o cassino publicou aqui depois de eu entrar em contato com o suporte.

Continuo a questionar que depois do rollover, aparece como saldo real e em seguida ganhos confiscados.

Dear Jonny15e22,

As mentioned previously, we think that access to games that should not be played with a bonus should be restricted, and playing them with a bonus if they are accessible is not a sufficient reason for confiscating winnings.

The problem here, according to your game history, is that you also breached the maximum allowed bet rule.

I understand your frustration, and of course, we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but this is not standard practice yet. This rule is also displayed clearly in the bonus terms and conditions of the casino.

Unfortunately, there is not much I can do to support your case at this time. I would strongly recommend reading all the terms and conditions carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Adam