Galactic Wins Casino - 選手の退会が遅れました。

I have two complaints.

1. Withdrawals are slow.

I applied for withdrawal. Even in the current situation, there is no action from the casino side.

It is said that telephone authentication is required when withdrawing money, but when a call comes in from overseas, it will come without notification, so I can't call you back. Also, I don't know when it will come, so I don't have a way to deal with it.

The user cannot understand whether the delay is due to the number of days or the lack of phone verification. With this kind of response, I wonder if the casino here really applies for withdrawals.

The withdrawal limit is also quite low compared to other sites, so at least I would like you to process withdrawals like a normal casino. As a user, I am not convinced that a withdrawal takes so long when a deposit takes only a few seconds.

2. All games are unplayable.

Starting March 11, 2023, all games, including live games, are no longer playable. The galaxyno support says it's a server error, but I feel like they're intentionally stopping play.

It is unknown whether it really corresponds if there is no news so far. Technical support should properly investigate the cause and fix it. It's the first time I've ever been to a casino where I couldn't play due to a game error. Or rather, the support person is responding lightly, but I think it's better to be a little more aware of the problem that there is a defect that all of the company's games can not be played.

*I was able to play without problems on sister sites bcasino and boocasino.

Please take care of the withdrawal application and the game bug as soon as possible.

クレームは2つあります。

1.出金が遅い。

出金申請をしましたが。現状になってもカジノ側から何のアクションもありません。

出金する際には電話認証が必要とのことですが、海外から電話がかかってくると非通知になってかかってくるとため、折返しの電話ができません。また、いつかけてくるかも分からないので対処の仕様がありません。

遅延が遅れている理由が日数が原因なのか、電話認証が行われていないのが原因なのか、ユーザー側では把握することが出来ません。こういう対応をされると、本当にここのカジノは出金申請を行っているものか、と疑問になります。

出金限度額も他のサイトと比べたらかなり低いので、せめて出金処理ぐらいは普通のカジノのように行ってほしいです。入金はものの数秒しかかからないのに自社からの出金はこんなにも時間がかかるのはユーザー側として納得がいきません。

2.ゲームが全てプレイ不可。

2023年3月11日からライブゲームを含む全てのゲームがプレイできなくなりました。galaxynoのサポートの方はサーバーエラーとおっしゃいますが、意図的にプレイをとめられているような気がします。

ここまで音沙汰がないと本当に対応しているのか不明です。テクニカルサポートはきちんと原因を追求して直してください。ゲームのエラーが出て遊べないカジノなんて初めてです。というか、サポートの方は軽々しく返事をしてますが、自社のゲーム全てが出来ないという欠陥があることについて、もう少し問題意識を持ったほうがいいと思います。

※姉妹サイトのbcasino,boocasinoでは問題なくプレイできました。

出金申請、ゲームバグの対応を早急にお願いします。

Dear thuataka,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Was the requested phone verification completed already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Overseas calls will be made without notification. In Japan, basically unanswered calls are suspicious and do not answer.

So I don't even know if the call itself is coming from galaxyno. The secretariat always says 3-5 days and does not give a concrete reply.

KYC has been authenticated on 3/11.

Even if it takes a long time to make the first withdrawal, there is a limit.

Even though it's within 3-5 days, if you don't know when you'll get another call, the process will naturally slow down.

It is clearly abnormal that it takes more than 2 weeks to withdraw.

If it is being processed, I think galaxyno has an obligation to explain the current situation properly.

Anyway, the story does not progress at all due to lack of explanation.

海外の電話は非通知でかかってきます。日本では基本的に非通知の電話は怪しくて出ません。

ですのでgalaxynoから電話自体はかかってきているかどうかも分かりません。事務局は3-5日と言うだけで具体的な返事はいつもしません。

KYCは3/11に認証済みです。

初めての出金に時間がかかると言っても限度というものがあります。

3-5日以内なのにも関わらず、また電話がいつかかってくるのかもわからないのであれば自然に処理は遅くなります。

出金するのに2週間以上かかるのははっきりいって異常です。

処理中なのであれば今どういう状況かをきちんと説明する義務がgalaxynoにあるかと思います。

とにかく説明不足で話が全く進んでません。

Do I understand correctly that the verification of your account was completed on the 11th of March?

yes. that's right.

はい。そうです。

Ok, now, when the account is verified, you should receive your winnings in no time. Please keep me informed about any further developments. Thank you in advance.

An error occurred, so I canceled the withdrawal application and applied for withdrawal again today.

The site says that you can use ecopayz and jeton, but it's too much of a joke that you can only use bank transfers.

You licked your customers and rotted away.

International remittance is strict, but if the bank rejects it, it will all disappear. ecooayz, jeton please respond.

エラー出たので出金申請を取り消して再度本日出金申請をしました。

サイトにはecopayz,jeton使えるって書いてあったのに銀行振込しか使えませんとかふざけ過ぎ。

客を舐め腐りきってるだろ。

国際送金厳しいのに銀行側で弾かれたら全部消えるんやぞ。ecooayz,jetonぐらい対応してくれよ。

The winnings at the casino, about 43 million yen in Japanese yen, were all confiscated. It says it's a game error, but I don't understand what it means.

This site confiscates all the winnings of people when something is inconvenient for their company!

Even so, I didn't think that all 45 million yen would be confiscated. It's a very bad site. Request complaints.

カジノでの勝利金、日本円にして約4300万円すべて没収されました。ゲームエラーとのことですが意味がわかりません。

ここのサイトは自社に都合の悪い事があると人の勝利金をすべて没収するんですね！

それにしても4500万円すべて没収されるとは思いませんでした。非常に悪質なサイトです。クレーム対応を求めます。

On March 22, 2023, the winning amount of about 43 million yen was reduced to 0 yen.

Everything was confiscated by the casino. I don't understand the meaning at all.

Game error as a reason? It says it's a machine error.

From the player's side, it feels like 43 million yen has been stolen.

When I contacted galaxyno support, they said the tech team is looking into it.

It is the selfish decision of the casino operator to confiscate the winnings even though the cause is still under investigation.

Also, in my 43 million yen, there are winnings from games other than the applicable games, such as slots and live games.

I can't accept the confiscation this time. Of course, we bet with real money, not bonuses.

Aren't you the only one in the world who's been confiscated like this?

It's no surprise that such a malicious site is openly operating.

I still know if I can subtract the difference for the error,

From 43 million to 0 is impossible.

Please take action. Please return my 43 million.

A complete scam site. If things go wrong, the player suffers a disadvantage.

2023年3月22日、日本円で約4300万あった勝利金が0円になりました。

カジノ側がすべて没収。全く意味がわかりません。

理由としてはゲームエラー？マシーンエラーとのことです。

プレイヤー側からすると4300万円持ち逃げされた気分です。

galaxynoのサポートに伝えたところ、技術チームが調査中、と言いました。

調査中で原因が何なのかも分かっていないのに、勝利金を没収するのはカジノ運営側の自分勝手な判断です。

また私の4300万円の中には該当するゲーム以外、例えばスロットやライブゲームなどで得た勝利金などもあります。

今回の没収は納得いきません。もちろんボーナスではなくリアルマネーで賭けております。

こんな没収のされ方は全世界で私ぐらいじゃないですかね？

こういう悪質なサイトが堂々と運営をしているのが不思議でなりません。

エラーが出た分の差額を引くとかならまだ分かるのですが、

4300万から0は流石にありえないです。

対応をお願いします。私の4300万返してください。

完全な詐欺サイトです。都合が悪くなるとプレイヤーが不利益を被ります。

The initial complaint was that 500,000 yen could not be withdrawn, but now the winning money of 43 million yen was unfairly confiscated, so the damage amount is 43 million yen. Please change the numbers above.

当初のクレームは50万出金が出来ないというクレームでしたが、今は勝利金4300万円を不当に没収されたので被害額は4300万円です。上の数字の変更をお願いします。

I have corrected the disputed amount from ¥500,000 to ¥43,000,000.

Could you please forward any relevant communication between you and the casino along with your game history to petronela.k@casino.guru? Thank you in advance.

i just sent emal and histry of game.

and thid is last page before 22/03/23 09:44, i cant see because of limit history.

so i cant figure out

game error.void money.

this site hidden everything and dont eplain anyyhing.

just said accoding to email your money is all.voild

Thank you, thuataka, for your email and forwarded communication. Could you please advise if you received any official report from the game provider that would prove that there has been a malfunctioning on the slot machine that you played? Additionally, I do apologize, but I haven't received your game history.

Here is the last game history I can see. As of 22/03, it was over 40 million yen. You can't see the history before this.

I haven't received anything from the official error report (Space XY) provider side. I got an email from galaxyno and it was written only that it was confiscated.

こちらが私が見ることのできる最後のゲーム履歴です。22/03の時点で4千万円以上ありました。これ以前の履歴は見ることができません。

公式からのエラーリポート（Space XY）プロバイダー側からは何ももらっていません。galaxynoからメールが来ており、没収しましたとだけ書かれていました。

Could you please request your entire game history from the casino directly? It should be in Excel or PDF format. Thank you in advance for your reply.

Dear thuataka,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.