Galactic Wins Casino - A jogadora está tendo dificuldades com sua retirada.

I have been waiting over 2 weeks now and still waiting for a withdrawal. I had to show proof of deposit from either skrill or neteller, which I hate using as they take fees. Made deposit, showed screenshot, they confirmed everything was correct and processing. Waited the three days, nothing. Messaged today, they said they will put in urgent withdrawal. I then deposit through neteller and the payment has disappeared on their end. I've asked what's happened they said email support. I emailed and now have to wait 24 hours for a response. Wish had seen this site before I ever started playing this casino. So many bad reviews and I'm another victim!

Dear rlmbennett83,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?

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,

Veronika

Hello, no this was the first time withdrawing. I do not know what a KYC verification is but did provide all required documents they required. I also had to open up a neteller account as they asked for it because apparently it was easiler to withdraw that way than a bank transfer And no I didn't use any bonuses as I hate the wagering requirements.... thanks

Thank you for your answer. KYC stands for "Know Your Customer" and it's a process that casinos use to verify the identity of their players. So do I understand correctly that the casino accepted all your documents and your account is now fully verified?

Also, has the casino received your deposit through Neteller? You've mentioned that it disappeared on their end. Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post it here.

Hi there, yes fully verified. Still don't know where the deposit went, i do have the receipt from neteller but nothing fro. The casino. And now, everytime I want to play a game, it says I have an unfinished round, and it stays on loading screen, cannot refresh at all... have tried to contact them twice now, will keep trying...

Has the casino approved your withdrawal request? If so, when exactly? And when exactly did the casino accept the last document needed for verification?

Regarding your deposit, has it already been credited to your casino account?

Hi there no withdrawal as of yet. They asked me to send them neteller information again via b casino 🤷‍♀️ which I'm unsure why because I don't use that platform but did it anyways and they sent an email saying they have all required documents and are now processing withdrawal as of yesterday. Yes deposit came through 2 days ago when I asked them to reset the unfinished round thingy. Thanks

I'm glad to hear that the casino accepted all the required documents and started processing your withdrawal. Please bear in mind that 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. This delay may be caused by a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after the beginning of the withdrawal processing before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by the 14th day since the beginning of the payment processing, please let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.

Dear rlmbennett83,

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.

Hi there, yes after quite a long ordeal, it has finally been solved. Thank you

Dear rlmbennett83,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

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,

Veronika

Casino.Guru