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I won 1,000 and little in the games I cashed out 500 and left 450, the other day I went to look, I only had 50 and the 500 never entered my account

I want explanations

Ganhei 1.000 e pouco nos jogos saquei 500 e deixei 450, no outro dia fui olhar só tinha 50 e os 500 nunca entrou na minha conta

quero explicações

Hello Deia46,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Galaxyno Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly did you request for the withdrawal and how long after that did the balance disappear? Did you use any bonus to accumulate your balance or was it purely real money balance?

Regards,

Nick

I requested a withdrawal on the 03/07th of 500 and it was in the bank 450 the other day that I went to look, I only had 50 reais, I then played in a certain game and won another 50 making the 100 to be able to withdraw, I made another withdrawal of 100 and even now there was no withdrawal , and it was with money and not bonus , because at the time of withdrawal they asked me if I wanted to withdraw from the bonus because to withdraw I had to withdraw from the bonus , so I gave up and made the withdrawal

Solicitei retirada no dia 03/07 de 500 e ficou na banca 450 no outro dia que fui olhar só tinha 50 reais ,eu então joguei em um determinado jogo e ganhei mais 50 fazendo os 100 pra conseguir sacar , fiz outro saque de 100 e até agora não caiu nenhum saque , e foi com dinheiro e não bônus , pois na hora do saque me perguntaram se eu queria desistir do bônus pois para sacar tinha que desistir do bônus , eu então desisti e fiz o saque

Hello Deia46,

Can you please forward your deposit/withdrawal and betting history to nikolas.b@casino.guru?

The photos of deposit, withdrawals and bets have already been sent to this email, I just really wanted everything to be resolved and to have my money that is rightfully mine I played and won and didn't steal anything from anyone.

Já foi enviado para esse email as fotos de depósito ,retiradas e apostas , só queria mesmo que tudo fosse e resolvido e ter meu dinheiro que é meu por direito eu joguei e ganhei e não roubei nada de ninguém.

I would like to ask Galaxy Casino to join us and help us resolve the player's issue.

Hello Nick and Deia46,

I have reviewed the players' account.

Upon inspection I could see the following information:

The player has requested a withdrawal 3 times.

The first withdrawal she requested was for the amount of BRL500 and left BRL400, these winnings were voided.

The player has breached our bonus T&C's and has played a bonus on games that we do not allow - the player has been informed of this via email.

Following that, she continued playing and submitted a withdrawal request for BRL100 twice(same winnings), it was declined the first time since the player did not provide us with the requested documents in the expected timeframe, as per our KYC Policy.

Since then, she has requested it again, provided us with the documents and has been paid this amount.

Regrettably, not once did the player contact our customer support via Live Chat or Email for clarifications or any help with her issues.

We encourage all of our players to get in contact with us, we will be delighted to check everything and help to the best of our ability.

wow

I don't want to know about this bookmaker anymore, I deleted everything from her, she paid me the 100 after many days, plus the withdrawal of 500 I lost and the 400 they took away from me too because of such a prohibited game that they said I played, now I wonder, if it's a forbidden game, why do they put it in the house to access it? So I believe they act in bad faith, never play in this house again

UeiUe

Não quero mais saber dessa casa de aposta , apaguei tudo dela , ela me pagou os 100 depois de muitos dias , mais o saque de 500 perdi e os 400 me tiraram tbm por causa de um tal jogo proibido que eles disseram que eu joguei, agora me pergunto , se é jogo proibido porque eles colocam na casa pra acessarem? Então eu acredito que eles agem de má fé, nunca mais jogo nessa casa

On top of that, they are liars, I contacted support several times by email, the worst bookmaker there is, unreliable, they take the bank balance straight away, I hope this bookmaker doesn't send me more E-mail, I don't ever want it again contact

Ainda por cima são mentirosos eu entrei em contato várias vezes por email do suporte,pior casa de aposta que existe , não confiável, tiram saldo da banca na cara dura, espero que essa casa não me mande mais E-mail, não quero nunca mais contato

Hello Deia46,

I believe that in case you played a restricted game, the casino should be responsible for such issue as they should block the access to it.

However from your post I'm not entirely sure if you wish to continue resolving the case or withdraw it.

Please let me know.

Regards,

Nick

Honestly I would really like you to solve it because I believed in the bookmaker and deposited my money and trust, I won playing in a game that they say is prohibited and they take the money from my bank without telling me anything, I made a withdrawal of 500 and I never paid, if the game is prohibited why leave it in the house to have access? They are unreliable, deceivers, liars, I wanted my money and that's all I got.

Sinceramente gostaria muito que vcs resolvessem pois eu acreditei na casa de aposta e depositei meu dinheiro e confiança, ganhei jogando em um jogo que falam que é proibido e tiram o dinheiro da minha banca sem me dizer nada, fiz um saque de 500 e nunca me pagaram , se o jogo é proibido porque deixam na casa para terem acesso? Eles não são confiáveis , enganadores , mentirosos, queria meu dinheiro que ganhei só isso.

Hello Nick and Deia46,

As stated previously, the players winnings in the amount of BRL904.36 have been voided due to a breach of T&C's.

Upon further inspection, the player not only played using a bonus on games we do not allow, but she has also breached the maximum betting rules attached to the bonus she received, on those games.

As you know, maximum betting limits are standard practice in the industry when players claim a bonus.

I will be happy to provide the Game History if necessary.

Regarding the players statement that we have taken money from her bank account, I completely deny that claim. On no occasion have we done that or had the option to do that. The only transaction we have done was pay out her withdrawal of BRL100 to her bank account.

I will be happy to provide the players financial transactions to our casino.

She has had one deposit in the amount of BRL75 and one withdrawal in the amount of BRL100.

I will be happy to provide any further information if necessary.

Galaxy Casino Representative.

Hello Deia46 and Galaxyino Casino,

I can also confirm that the maximum allowed bet while playing with a bonus is an industry standard and if the player really did breach that, the casino had right to void the winnings.

I would like to still ask the casino to forward the betting history of the player with the bets breaching the terms - please forward it if possible to nikolas.b@casino.guru.

Regards

Hello Nick,

I have emailed the players game history with the aforementioned bets marked.

Please let me know if you require any further information.

Regards,

Galaxyno Casino

Thank you Galaxyno for provided proof.

Dear Deia46,

Unfortunately as the casino could prove that you did break the max bet rule while playing with a bonus, we have no other choice than to reject the complaint. Please always be sure to read the casino and bonus terms carefully before even registering into an online casino.

Best regards,

Nick