Galactic Wins Casino - Бонусний виграш гравця анульовано.

The casino has confiscated my winnings, only leaving my initial deposit of $25. I am choosing to leave these funds in my account, untouched, for the time being.

BONUS AMOUNT: $7.50

REASON: Exceeded maximum bet of $4.00 CAD or 10%. (the smaller of the two). My max wager was $4.00 CAD.

APPEAL: In my appeal, I argue that the terms of conditions do not meet the legal standard. They are vague and contradictory. (See attached email for specifics)

Dear Scatterpro,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

...

4. Betting more than €4 (or equivalent) per spin or 10% of the received bonus amount (the smaller of the two) on a slot game"

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history in Excel format to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I attempted an appeal to their decision, but the casino emailed me this morning to inform me their decision is final. I will forward that email to your address.

Your help and kindness is appreciated. It’s been a bad week for me. First this and now I’ve just learned I’ve tested positive for Covid and must isolate for 10 days. Meaning no income. 🤷‍♀️

Thank you very much, Scatterpro, for the forwarded email and your reply. If the rewarded bonus was $7.50 then your maximum bet during the bonus wagering completion shouldn't be greater than $0.75 (10%). Are you aware of placing greater bets than that? Looking forward to hearing from you.

Oh yeah. Every bet I made exceeded $.75. I was betting $1.00, $2.00, and $3.00. The wagering requirement was 40x the deposit plus 40x the bonus.

Deposit: $25.00

Bonus: $7.50

= $32.50 x 40 = $1300.00 wagering requirement.

If the deposit amount of $25 is included in the total wagering requirements…the maximum bet allowed should be $3.25. However, if you check the T&C, it’s 10% of only the $7.50. Very shady practises. They’re playing both sides of the fence.

Thank you, Scatterpro, for your reply. As I mentioned earlier, according to bonus terms and conditions, the maximum bet is counted from the rewarded bonus:

"4. Betting more than €4 (or equivalent) per spin or 10% of the received bonus amount (the smaller of the two) on a slot game"

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. 

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.

Thank you for your efforts. Ultimately, it was my failure to read the guidelines thoroughly. I assumed galaxyno’s bonus terms & conditions were like the other and more reputable casinos. I’ve made withdrawals with 80 different online casinos and not faced this issue before. I understand there is nothing you can do.

However, I would like your site to warn other gamblers about the shady and unfair bonus practices by Green Feather Online Inc. and all it’s casinos that use the exact same bonus structures and T&C’s. They are Galaxyno, Bcasino, and Boo Casino. Most casinos include a maximum allowable wager without also restricting it to only 10% of the bonus amount. Also, most casinos don’t add the deposit amount in its calculations to determine the overall wagering requirements.

Hopefully, we can protect other would-be gamblers from facing the same issues I did. Again, thank you for your time. Have a very nice day. 👍

Thank you very much, Scatterpro, for your understanding and kind words. Your complaint will remain visible for other players even if it's rejected.

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint. Thank you, once again, for your understanding.