Galactic Wins Casino - Jogador questiona erro de cálculo de rollover.

Hello, I won 10 free spins.

Out of the 10 free spins, I made $26 and continued to play. From those $26 I made $900. When I went to withdraw, the rollover amount was $7000

Considering the rollover amount is 60X .

So, 60X26= 1560, not 7000.

Olá, ganhei 10 rodadas grátis.

Das 10 rodadas grátis, fiz R$ 26 a ir fui jogando, desses 26$ fiz R$ 900,00 fui pedir o saque, o rollover e de R$ 7000,00

Por o rollover e de 60X .

Então 60X26= 1560 não 7000,00

Dear greennabet777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you please specify the exact bonus you activated and played? Ideally, I'd like to receive the precise link to that bonus.
• Were the Free Spins you mentioned a component of a match bonus, or were they separate?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, every Wednesday the site offers 10 free spins, and some Slots.

And this is the second time this has happened.

This time I won the 10 free spins, and with these 10 free spins, I made R$ 26.00 and from that R$ 26 I played and made 900$ when I realized that I had already fulfilled the rollover, I went to see the amount to withdraw, because read the rules, so, I was there to bet more than R$7 thousand to release the withdrawal, and the rollover was 60x if I'm not mistaken, I contacted them, they said that I had to bet that amount, to be able to make the withdrawal , how absurd. Follow the prints please

Olá, toda quarta feira o site disponibiliza, 10 rodadas grátis, e algum Slots.

E já é a segunda vez que isso acontece.

Dessas vez ganhei as 10 rodadas grátis, e com essas 10 rodadas grátis, fiz R$ 26,00 e desse R$ 26 fui jogando e fiz 900$ quando percebi que já tinha cumprido o rollover, fui ver o valor pra sacar, pq lir as regras, então, tava lá aposta mais de R$ 7mil pra libera o saque, sendo que o rollover era de 60x se não me engano, entrei em contato com eles, eles falaram que tinha que aposta esse valor, pra pode fazer o saque, que absurdo. Segue os prints por favor

Hi greennabet777,

I have checked the promotions displayed on the casino website but couldn't locate any Wednesday Free Spins.

• Could you please send me the exact link for the promotion?

Thank you.

Thank you very much, greennabet777, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, greennabet777!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello All,

Thank you for taking the time to reach out to us.

We wish you all a very Happy New Year!!

We have reviewed the account of greennabet777 and found the below:

At this moment the wager balance of his account is BRL 5530.25

When Free Spin Promotions are claimed, the wager of the promotion is added to the existing wager balance.

Therefore the wager of the new promotion + existing wager balance must be played before a withdarwal request can be submitted.

If greennabet777 wishes to clear the existing wager balance, he can do so by making a deposit and claiming a new promotion.

The existing wager will be cleared and the new wager will be set according to what is stated on the new promotion claimed.

Please let us know if anything further is needed.

Best regards,

Galactic Wins Representative

Galactic Wins Representative, thank you!

So, are you telling that the player has had wagering requirement left from previous no-deposit bonuses and the the latest FS wagering was added to it?

Dear All,

Thank you for your reply.

I confirm that the wager of all free promotions are added to the existing wager balance on an account.

The player had an existing wager balance on his account which increased with the multiple free bonuses that were claimed thereafter.

If anything further is needed, please do not hesitate to contact us.

Best regards.

Galactic Wins Representative, can you, please, point me toward the paragraph in terms about stacked wagering requirement for no-deposit bonuses?

greennabet777, meanwhile, can you confirm that you have player with consecutive free bonuses without making a deposit in between?

Yes, on that day play with 10 free spins and

But if I'm not mistaken, I once made a deposit,

And I just looked there and there are the requirements

01/06/2024 at 08:25

Sim, nesse dia jogue com os 10 giros grátis e

Mais se não me engano, uma vez fiz depósito,

E acabei de olhar lá ainda está o requisitos

06/01/2024 as 08:25

Dear All,

Thank you for reaching out to us.

As requested, please note our Terms and Conditions below;

https://www.galacticwins.com/en/tnc

10. Bonuses and Promotions

Where the bonus conditions include limits on the size of allowed wagers, the following principles will be applied: When multiple bonuses are received simultaneously, limits for smallest bonus apply until the wagering for that bonus is completed, then limits for next smallest, and so on.

When a new bonus is received while there are still wagering conditions from a previous bonus, the limits from the previous bonus will apply until the wagering requirements of that bonus are completed, and then the limits of the new bonus will apply.

If anything further is needed, please do not hesitate to ask.

Best regards,

Galactic Wins Representative

Galactic Wins Representative,

I have consulted with my team and we have arrived to the conclusion that keeping wagering requirement of previous no-deposit bonus in case of their consecutive claim is fair. The one recommendation, that we may give is to make change in the rule regarding this topic. Ideally, it would inform players that it concerns only consecutive free/no-deposit bonuses. Also, the addition that deposit is required to reset the wagering requirement which is left from previously received free bonuses would help players to not get confused.

greennabet777, according to our experience, in cases where players claim multiple consecutive no-deposit bonuses without making any deposit between them casinos usually confiscate their winnings. We consider it fair, because it does not apply to any real (deposited) funds, only to free money, which were granted as a bonus by the casino. In your case, casino, instead of confiscating your winnings, has decided to let you finish remaining wagering with your recent winnings. For us, it is the better case, than the confiscation, because you still have the chance to win. Please, let me know what you think and if you will try to wager your winnings.

Dear All,

Thank you very much for your recommendation.

We will take it into advisement.

Please let me know if anything further is needed.

Best regards,

Hello, I don't understand.!?

🤔

Olá, não entendi.!?

🤔

If you want detailed explanation, please, refer to my last message above.

The simpler explanation: stacking wagering requirements is okay according to us, if you want to withdraw winnings that you have now, you should finish all wagering that you have (which is left from previous bonuses). Also, you have the option to deposit and take the new bonus (in that case you will have wagering requirement only for the new bonus), but, if I understand correctly, your old winnings will be confiscated, but I am not sure about that part. In conclusion, to withdraw winnings you have now, you must finish wagering you have left in your account. If you have any more questions, do not hesitate to ask!

Kkkkkkkkk

Kkkkkkkkk

Well, given that the player does not have any more objections and we have learnt that the complaint has been regarding the rule that we consider fair, I have no other choice, but to reject this complaint.

I would like to thank greennabet777 for their patience and understanding and Galactic Wins Representative for their detailed explanation and help.