Galactic Wins Casino - ボーナス違反の疑いでプレイヤーの賞金が没収されました。

I received a bonus of 5 free spins in my email. In those 5 spins, I managed to win a decent amount of 2.19. I placed a bet of 1 real and won a considerable amount. I kept playing and constantly contacted support to inquire about the rollover. Eventually, I accumulated a balance of 450 reais. I contacted support to ask how to proceed with withdrawing the funds, and they told me I needed to make a deposit first. So, I deposited 30 reais. Then, they told me to send my ID, which I did. The next day, I received a message saying that all the winnings were lost because I had placed several bets exceeding 10% of the bonus. All my bets were placed at the minimum value of the slot, and I couldn’t have bet less because I was very cautious about another bonus requirement, which states that you cannot place zero or near-zero value bets. This bonus was structured so that I could never withdraw it because the casino set so many obstacles it became impossible to cash out. All my bets were made at the minimum slot value; not a single bet exceeded 1 real. I contacted support multiple times, and they kept making things more difficult. I just want what I earned or at least a portion of it.

Recebir um bonus de 5 rodadas gratis no meu Email, nessas 5 rodadas conseguir um valor considerável de 2,19, fiz uma jogadar de 1 real e ganhei um valor considerável, fui jogando e jogando, sempre entrando em contato com o suporte para saber do Rollover, até que no final conseguir um valor de 450 reais, entrei em contato com o suporte para saber como proceder para sacar disseram que primeiro teria que realizar um deposito e assim fiz um deposito de 30 reais. Depois disseram q tinha que mandar o RG e mandei. Dessa forma quando foi no outro dia recebir a mensagem que todo o valor foi perdido pois tinha apostado varias vezes o valor acima dos 10% do bónus, todas as minhas apostas foram no valor mínimo do slot, não tinha como apostar menos, pois fiquei com muito medo que tem outro requisito do bónus, não pode fazer aposta com valor nulo ou quase nulo. Isso é o bónus que estava la eu nunca ia conseguir sacar, pois a casa colocou tanto obstáculos que é impossível realizar o saque. Todas minhas apostas foram feitas no valor mínimo do slot, nem uma aposta superou 1 real. Entrei em contato com o suporte varias vezes e eles dificultam cada vez mais, eu quero apenas o que eu ganhei ou uma parte dele.

Dear Juninho8846,

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. 

• Have you confronted the casino with the information that all the bets you made were of the lowest possible amount the games allowed?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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,

Tomas

Dear Juninho8846,

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.

This morning the Casino recognized its error and ended up making a deposit of 320 reais into my account, even though it still left an amount of 100 reais in the account, if I'm not mistaken, which was also cancelled. The amount of 320 is fine for me. size and I no longer want to process the complaint, I just recommend that galactic wins casino draw up a new terms of conditions.

O Cassino hoje de Manhã reconheceu o seu erro e acabou fazendo o depósito de 320 reais a minha conta, mesmo tendo deixado ainda um valor se não me engano de 100 reais na conta que também foi cancelado o valor de 320 pra mim ja está de bom tamanho e não quero mais processegir na reclamação, só recomendo que o cassino galactic wins faça uma novo termo de condições.

I thank the Guru staff for the space and help.

Agradeço o pessoal do Guru pelo espaço e pela ajuda.

Dear Juninho8846,

I will now mark the complaint as 'resolved' in our system with the disputed amount adjusted to the actual deposited amount.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru