Galactic Wins Casino - Os ganhos do jogador foram cancelados.

I downloaded the Galaxyno app at night and I already registered, R$ 25.00 as a bonus came. I got a much higher price. They requested rollover to withdraw my winnings. I spent all morning playing. Finally, they released the loot. Now I got an email saying they won't pay me and they canceled my withdrawal.

I HAVE PRINT OF ALL PROCESS ASKING ROLLOVER TO DRAW AND MY GAMES. BECAUSE I ALWAYS PRINT EVERYTHING.

Baixei o aplicativo Galaxyno a noite e ja me cadastrei , veio R$ 25,00 de bônus. Ganhei um valor bem mais alto. Solicitaram rollover para fazer a retirada do meu ganho. Fiquei a madrugada toda jogando. Enfim liberaram o saque. Agora recebi um email falando que nao vao me pagar e cancelaram meu saque.

EU TENHO PRINT DE TODO PROCESSO PEDINDO ROLLOVER PRA SACAR E DOS MEUS JOGOS. PORQUE EU SEMPRE PRINTO TUDO.

Dear AngelaRFer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise which exact bonus you received? Was it a free promotional offer or you placed a real money deposit when activating it? Was your account fully verified in the past?

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

I signed up and got 25 reais no deposit bonus. Yes the account has been verified before starting to play. I managed to play it and increase the value by winning the games. And in the app it asked to rollover up to 1,395.50 reais, I played all night to rollover. Every time I was looking until releasing the withdrawal. Then the withdrawal of 360 reais worked and an email arrived asking to wait. When it was early another email arrived saying that I played too much and went against their rules. I didn't understand why it didn't remove it without doing a rollover. I printed everything that was coming out because I don't know the casino. In the chat they said I lost even though I played a lot. What a shame 😥

Eu me cadastrei e veio 25 reais de bonus sem depósito. Sim a conta foi verificada antes de começar a jogar. Eu consegui jogar ele e ir subindo o valor ganhando nos jogos. E no aplicativo pediu pra fazer rollover ate 1.395.50 reais , eu joguei a madrugada toda para fazer rollover. Toda hora eu ia olhando ate liberar a retirada. Ai deu certo a retirada de 360 reais e chegou email pedindo para aguardar . Quando foi cedo chegou outro email dizendo que eu joguei muito e ia contra as regras deles . Eu nao entendi porque la nao retirava sem fazer rollover. Eu printei tudo que ia saindo porque nao conheço o cassino. No chat eles disseram que perdi mesmo que joguei muito. Que pena 😥

Do I understand correctly that your bonus winnings were confiscated as you placed greater bets than the allowed ones while completing the bonus wagering requirements? If you wish to forward any relevant communication, or supporting evidence, my email address is petronela.k@casino.guru. Thank you in advance.

I played to rollover.

Now they blocked my access.

Everything is fine.

Thanks .

I really didn't get anything.

Eu joguei pra fazer rollover.

Agora eles bloquearam meu acesso .

Tudo bem.

Obrigada .

Realmente não recebi nada.

If you breached the maximum bet rule while completing the bonus wagering, I'm afraid there's not much we can do for you. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear AngelaRFer,

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.