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I tried to withdraw my winnings of €2,000 when all the attachments had been sent and I was waiting for the money to be in my account, so suddenly the information says that the €2,000 withdrawal has been canceled and a €100 withdrawal has been marked instead, which is waiting to be processed. Where did €1,900 go?

Yritin nostaa voittoni 2000€ , kun kaikki liitteet oli lähetetty ja odotin rahoja tililleni niin yhtäkkiä tiedoissa lukeekin että 2000€ nosto on peruutettu ja tilalle on merkattu 100€ nosto mikä odottaa käsittelyä . Mihin katosi 1900€ ?

Dear Kovis,

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

Could you please advise, if the casino informed you about why your balance was reduced? Did you achieve your win using an active bonus? Did you complete the KYC verification in the casino?

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,

Tomas

I received bonus rounds during the deposit, I recycled the winnings of the bonus rounds as required. I continued playing and tried to withdraw €600 at first. There were problems sending the attachments, one picture was missing, thanks to my poor understanding of English. I canceled the €600 withdrawal and continued playing with it, when I had a €2,000 profit, I made a new withdrawal in the amount of €2,000. I finally received all the attachments for confirming the account and everything was supposed to be ok, yesterday 13.02.2023 I noticed that the withdrawal of €2000 had been canceled and replaced by a withdrawal of €100. So €1900 has been lost somewhere by Galaxyno Casino.

Talletuksen yhteydessä sain bonuskierroksia , bonuskierrosten voitot kierrätin niinkuin vaaditaan. Jatkoin pelaamista ja yritin nostaa aluksi 600€ . Liitteiden lähettämisessä oli ongelmia , yksi kuva puuttui , kiitos huonon englannin ymmärtämisen. Peruutin 600€ noston ja jatkoin sillä pelaamista , kun olin 2000€ voitolla tein uuden noston summaltaan 2000€ . Sain vihdoin kaikki liitteet tilin vahvistamista varten ja kaikki piti olla ok , eilen 13.02.2023 huomasin että nosto 2000€ oli peruutettu ja tilalle oli tullut 100€ nosto . Eli 1900€ on kadonnut jonnekin Galaxyno Casinon toimesta .

Kovis,

Have you been informed by the casino about why your winnings were confiscated? Could you please forward the feedback you received about the issue and any relevant communication to tomas@casino.guru? I'll await your reply.

Tässä viimeinen viesti minkä sain Galaxynolta :

Dear Juu,

We are pleased to inform you that we have completed reviewing your withdrawal request.

As the bonus credited to your account had a max-winning condition, we have removed additional winnings from your account and are processing a new withdrawal for the maximum allowed amount.

If you have any questions, please do not hesitate to contact our Support Team through the live chat on our site.

Regards,

Verifications

Thank you for the update.

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Could you please advise what the maximum cashout for the bonus was? Have you received the withdrawal yet?

Please let me know. Much appreciated!

Dear Kovis,

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.

When depositing, I didn't notice that there was a maximum profit limit, when depositing I got bonus rounds. I recycled the winnings from the bonus rounds as instructed. So, in my opinion, it was a real money game because I initially deposited the requested amount of money into the game account.

Tallettaessa en huomannut että olisi ollut joku maksimi voittoraja , tallettaessa sain bonuskierroksia . Bonuskierroksilla saadut voitot kierrätin niinkuin ohjeessa oli . Eli kyseessä oli minun mielestä oikean rahan peli koska alunperin talletin pyydetyn summan rahaa pelitilille .

Dear Kovis,

Would you be able to send me a link to the promotion, or screenshots of the promotion you accepted with your deposit? I'll await your reply.

Forward the information to my email tomas@casino.guru, or alternatively post it here.

Dear Kovis,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.