Galactic Wins Casino - El jugador está experimentando dificultades con su retiro.

I withdrew 130 eur and submitted the documents; identity card and bank statement, I don't know what else to do when the withdrawal was not approved

Kotiutin 130 eur ja laitoin dokumentit ; henkilöllisyytodistuksen ja tiliotteen , en tiedä mitä vielä pitäisi tehdä kun ei kotiutusta hyväksytty

Dear peoksa,

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

First of all, is this the website of the casino you’re having trouble with? https://www.galacticwins.com/

Have you provided all the documents necessary for account verification? I checked the casino’s Terms and Conditions, and this is what I found:

During the course of the relationship, we may request copies of one or more of the following documents (or additional documents not listed below): Photo ID (valid passport, photo card driving license or national identity card); Proof of address (a utility bill issued within the last 3 months, or bank account statement clearly showing name and address, but excluding any statement printed from the internet); proof of ownership of the payment methods used on the account (copy of the front and back of the credit card being used to deposit on the site, with the middle 6 digits of the card number and the last 3 digits on the back of the card must be blanked out, your credit card statement showing the recent transactions which were made to us). In some cases, you may be asked to have your documents signed and stamped by a qualified notary or solicitor as proof of legitimacy. Required documentation will have to be provided within 7 days following the request of the Company; should the documentation not be provided within this timeframe, or false or misleading documentation if provided, then we may, at our sole discretion, terminate your account, confiscate all winnings and seize and void any and all account balance.

Please advise which documents you have already provided and when exactly you sent the last one. Have you sent them in the correct format and in a timely manner?

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,

Veronika

I sent the bank statement and the front and back of the ID.

I don't understand what it means that there is no bank statement printed from the internet

other than an electronic account statement.

Lähetin tiliotteen ja henkilöllisyystodistuksen etupuolen ja takapuolen.

En ymmärrä mitä tarkoittaa ettei intternetistä tulostettua tiliotetta , ei ole

muuta kuin sähköinen tiliote.

Has the casino accepted the bank statement you sent to them? If it was refused because of the fact that it was printed from the internet, I would ask customer support in detail how the bank statement is supposed to look like.

Has not accepted

Ei ole hyväksynyt

Did you communicate with customer support about the issue with the documents? Did they give you any explanation about why the documents are being rejected? Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you can post it here.

Tällainen viesti tuli . En ole ollut chattiin yhteydessä koska tuntuu vaikealta.

 Missing documents:

* Proof of Address: Please send us proof of your address, such as a recent utility bill or bank statement. The document must include your name and address as registered on your account, and not be older than 3 months. The picture must show the four corners of the document. 

Please use our Secure File Drop page to submit the missing documents, so that we may continue reviewing your withdrawal request. 

1.     Go to our Secure File Drop page using the following link:  https://www.bcasino.com/documents-dropzone/?lang=en?desktop=true

2.     Enter your bCasino Username and the email registered on your bCasino account.

3.     Select the files to upload or use your phone’s camera. You may upload a few files at the same time.

4.     Once the files have been uploaded, click on Submit.

 We will continue reviewing your withdrawal request as soon as we complete the verification process.

,

Verifications

On May 11, 2023 at 11:02, Verification Team wrote:

Dear A***,

In line with our license conditions, we are required to conduct certain Know Your Customer (KYC) and due diligence procedures before processing any withdrawals.

In order to continue reviewing and processing your withdrawal we require the following :

• KYC verification:

Government issued ID: The photograph page of a valid Passport, Driving License or National ID card. Your name, photograph and signature must be clearly visible. Both sides of the document are required. The picture must show the four corners of the document.   

Proof of Address: A recent utility bill or bank statement. The document must include your name and address as registered on your account, and not be older than 3 months. The picture must show the four corners of the document.   

Proof of ownership of the withdrawal account: A recent statement of the bank account that you have requested the withdrawal be made to. The statement must include the bank account details, and your full name and address. Please make sure your name, account number, sort code, IBAN, BIC/ SWIFT, bank name are clearly visible. The picture must show the four corners of the document.

How to submit your documents:

Please use our Secure File Drop page to submit the required documents.

1.  Go to our Secure File Drop page using the following link: https://www.galaxyno.com/en/documents-dropzone

2.  Enter your Username and the email registered on your account.

3.  Select the files to upload or use your phone’s camera. You may upload a few files at the same time.

4.  Once the files have been uploaded, click on Submit. 

We will continue reviewing your withdrawal request as soon as we have completed the verification process. 

Please note that while we aim to process your withdrawal according to your preferred payment method, we may pay using another method in accordance with regulations and/or other internal considerations.

The bank statement and proof of address must have all four corners of the document visible. It means that you have to take a photograph of the physical document and upload it to your casino account. You have to call or visit your bank to provide you with a physical bank statement that will include your name, address registered on your casino account, and your bank account details (account number, sort code, IBAN, BIC/ SWIFT, bank name).

This is getting so difficult that I think I'm going to give up and play the money away, I guess it's the Casino

purpose too. I guessed it in advance, but I still tried to let others know.

There should be a list or similar where you can see the casinos from which withdrawal is so difficult.

Tämä menee niin vaikeaksi että taidan luovuttaa ja pelata rahat pois , se taitaa olla casinon

tarkoituskin. Arvasin sen kyllä etukäteen mutta yritin kuitenkin että tulisi muittenkin tietoon .

Saisi olla joku lista tai vastaava josta näkisi casinot joista kotiuttaminen on näin vaikeaa .

I understand that you're feeling frustrated with the verification process at the casino. It can indeed be challenging at times but don't give up just yet. Remember, the verification process is a standard procedure designed to protect both the players and the casino. Once your account is verified, the withdrawals should be smoother and more efficient.

I encourage you to give the verification process a try before making decisions about playing away your funds. By completing the process, you'll be one step closer to accessing your winnings.

In Finland, there is where there is service, there are few and paper statements are paid and if

order even more expensive ones online. It was such a small amount that I wasted the money.

I wonder why casinos can operate in Europe's unjon, which clearly makes repatriation difficult,

however, in a large number of casinos, withdrawals are very easy and quick.

Those who grant licenses should supervise casinos better, now it seems that no one supervises them.

Suomessa on missä on palvelua on harvassa ja paperiset tiliotteet ovat maksullisia ja jos

tilaa netistä vielä kalliimpia .Oli niin pienestä summasta kysymys että pelasin rahat pois.

Ihmetyttää miksi euroopan unjonissa voi toimia casinot jotka selvästi tekee kotiuttamisen vaikeaksi ,

kosa kuitenkin suuressa osassa casinoita kotiuttaminen onnistuu todella helposti ja nopeasti .

Ne jotka lisenssejä myöntää pitäisi valvoa casinoita paremmin , nyt tuntuu että niitä ei valvo kukaan.

Dear peoksa,

I understand that you found it challenging to meet the verification requirements of the casino. However, as I have mentioned before, the verification process is a crucial aspect of maintaining a secure and responsible gambling environment. It ensures compliance with regulatory requirements and helps prevent fraudulent activities, such as identity theft and money laundering. While we recognize that the initial withdrawal process may seem demanding, it is designed to establish trust and uphold the integrity of the casino's operations.

It is important to note that the licensing and regulation of casinos vary across different jurisdictions. Galactic Wins is licensed by the Malta Gaming Authority (MGA), which is widely regarded as one of the best regulatory bodies in the gambling industry. The MGA enforces strict guidelines to ensure fair play, player protection, and responsible gambling. They continuously monitor and supervise licensed casinos to maintain high standards of operation.

Since you've gambled the money away, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.