Galactic Wins Casino - El jugador tiene dificultades para retirar sus ganancias.

I completed the KYC and sent the data as an attachment when I fulfilled the conditions of the no-deposit bonus and applied for a withdrawal, but no matter how long it took, I never received an e-mail that seemed to be the result of the examination... I had no choice but to send the e-mail in Japanese. Even though it arrives, I only receive emails written in horizontal letters without knowing whether or not I will reply (I changed the sentences many times, but I only get the same emails written in horizontal letters)

The one week deadline is now passing...

To be honest... I also used other casinos,

This is the first time I've ever had zero support and the worst...

入金不要ボーナス条件を達成し出金申請するにあたりKYCをしてデータを添付して送ったがいつまで建っても審査結果らしきメールはいっこうに届かない…仕方なくこちら側から送ると広告メールは日本語で届くのに返信がどうかも解らずの横文字メールしか来ない（何度も文章変えたが同じ横文字メールしかこず）

期限の1週間が今、経過しつつある…

正直…他のカジノも利用したりもしましたが、

ここまでサポートがゼロで最低なのはここが初めてでした…

Dear tereida,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly you are waiting for the casino to inform you about the result of the verification process?

When exactly did you request a withdrawal of your winnings and what is the status of your withdrawal currently?

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,

Tomas

I see ~ I was surprised that KYC took a month, but I think I'll wait if I have to wait!

However, it wouldn't be strange for the casino to contact me once in about two weeks, right?

(Honestly, I don't think I'll be able to lower the amount if it takes this long...)

I think it depends on the country, but at least in Japan, waiting quietly for almost a month (although it hasn't been set up yet) without contact will give a strong impression that trust is dulled (almost untrustworthy).

I hope you understand...

As I mentioned in my previous post, I was sent an advertisement in Japanese, but when it became related to KYC, I was sent an advertisement in English that had nothing to do with Hei tereira! Melt! I couldn't get rid of the image of being taken lightly (made stupid) like this...

I also played with Mr. Eldoah, but I paid out about 30,000 to 40,000...

It was really a quick withdrawal... Such a casino

I was really impressed that it was a top-notch online casino! If you get the image that it will go smoothly only when you deposit and only when you withdraw money (we will consider the first review)... Honestly, I think that players will inevitably leave! I think that deposit and withdrawal problems are common to all casinos for any reason

I think that a casino that can't do that well can be considered a 5th-rate casino! (It's tough... Players who leave once never come back to that casino! This is the reality.) Are you willing to come back and play at a casino where you can or can't withdraw?

なるほど～KYCで1ヶ月もかかるのは驚きでしたが…待つには待ってみようと思います！

ですが、2週間後ぐらいには1回ぐらいカジノ側から連絡があってもおかしくないですよね？

（正直、ここまで時間かかると金額をおろせるとは思っていませんが…）

国柄にもよると思いますが…少なくとも日本では1ヶ月（まだ立ってはいませんが）近く無連絡でおとなしく待つと言うのは信用が鈍る（ほぼ信用しない）印象を強く持たれてしまうことは

ご理解いただきたいですね…

やはり前の書き込みにも載せましたが…日本語でも広告が送られてくるのにKYCがらみになったときには英文でHei tereira!〜と全然関係ない広告が送られてくると日本人だから英文送っとけ！みたいな軽んじられた（こバカにされた）イメージが拭えませんでした…

自分はエルドアさんでもプレーさせて頂きましたが…3〜4万ぐらいの出金でしたが…

本当に秒殺出金でした…こういうカジノが

超一流のオンラインカジノだと本当に感動しました！入金の時だけすんなり終わり出金の時だけグズる（初回審査は考慮します）イメージを持たれてしまっては…正直、プレーヤーは離れてしまうのは必至だとおもいます！どんな理由であれ入出金問題は全カジノ共通だと思います

そこをしっかりできないカジノは5流カジノと思われてもしかたがないと思います！（厳しいですが…1回離れたプレーヤーはそこのカジノにほぼ戻ってきません！これが現実です）出金できるかできないかのカジノにあなたがたは戻ってプレーする気になりますか？

Dear tereida,

I fully understand your frustration with the verification process.

Could you please forward any relevant communication regarding the issue to my email at tomas@casino.guru? I'll await your reply.

I'm thinking of giving up on withdrawals here

It looks like I have to create an Ewallet...

I only plan to use ecopayz, so I didn't want to go out of my way to deposit ewallet...

Screenshots of your credit card number, driver's license, resident card, and ecopayz! Is this the only casino like Galaxyno Casino? I'm very aware that KYC is somewhat strict, but I can understand if it's a large sum of 1 million or more, but they won't let you withdraw around 15,000 yen (laughs). I feel like...

Casino Guru! After all, I think that posting casinos with smooth withdrawals will lead to the reliability of this site! A place where you can't withdraw money for half a month is no longer a casino, is it?

Thank you m(_ _)m for listening to the complaints of people other than Galaxyno Casino!

もうここでの出金はあきらめようと思います

Ewalletを作らなきゃいけないみたいですが…

ecopayzしか使う予定がないのでわざわざewalletを入金させてまで作りたいと思いませんでした…（そもそも調べても作れるサイトがなかなか出てきません）

クレジットカード番号、免許証、住民票、エコペイズのスクリーンショット！これだけ出してまだダメって…そんなカジノこのGalaxyno Casinoだけとはおもいませんか？KYCがある程度厳しいのは重々承知の上ですが…しかも100万以上の大金ならわかりますが15000円前後で出金させないって(笑)これだけ時間がかかりこのカジノに15000円以上の労力を使った気がします…

Casino Guruさん！やはり出金がスムーズなカジノを載せることこそがこのサイトの信頼度に繋がるのかと思います！半月立って出金出来ないところはもはや…カジノではないですよね(笑)？

Galaxyno Casino以外の方々クレームを聞いてくださりありがとうm(_ _)mございました！

I apologize for not replying sooner, tereida. Thanks for your email and your patience.

About the 1400 JPY wagering requirement missing, was there no requirement mentioned previously when you attempted to cash out your winnings?

Which particular promotion did you claim? Would you be able to provide a screenshot or a link to this promotion?

I'll look forward to your reply.

Dear tereida,

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.

Even after that, the downloader doesn't seem to have good performance at this casino, so no matter how much I send...

I sent a screenshot of my driver's license, resident card, etc. from the chat, but the person in charge changed all the time, so I just received a request for KYC again... It's been exactly a month today! I think this casino is really not suitable for Japanese people! The system and response are very capricious, and I get a reply...

This is a withdrawal of around 15,000 yen at most...

It's a deficit above all that it took time for this casino! In the end... I can't take it down (bitter smile)

あの後もダウンローダーがここのカジノは性能がよくないみたいでいくら送ってもダメで…

チャットからも免許証、住民票等…スクショを送ったりしたのですが担当者がコロコロと変わるため再びKYCの依頼が来るだけです…今日でちょうど1ヶ月になりました！このカジノは本当に日本人には向いていないと思います！システムや対応もとても気まぐれに返事が来ますし…

たかだか15000円前後の出金でこれですから…

このカジノのことで時間とられたことが何よりの赤字です！結局…おろせないし（苦笑）

Thank you very much, tereida, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Withdrawal applications were steadily decreasing and it was 10,000 yen... Why was it reduced to 5,000 yen when it was about 15,000 yen... It's really a mystery! If you talk directly to Malta...I wonder if it will work! ? Will it become zero as it is? ? Is it a new cover-up (laughs)

出金申請がどんどん減らされて10000円の出金申請になっていました…15000円ぐらいあったのが何故5000円減らされてしまったのか…本当に謎です！マルタの方に直談判すれば…流石に動いてくれるんですかね！？このままゼロになってしまうんでしょうか！？新手のもみ消しでしょうか(笑)

Hello tereida,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Galaxyno Casino to join the conversation.

Dear Galaxyno Casino,

Can you please provide more information on the player's verification delay?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear tereida,

Just to let you know, I was able to get in touch with Galaxyno Casino representative and they should provide more information about your case, so I will extend the timer for a couple of days.

Dear Kei.

I would first like to apologise for the wait in responses you’ve had in the past month.

I have to advise you that you have been requested to send us statements showing an account with either Sticpay, Skrill or Neteller, twice before, by our verification team, without response.  They have contacted you by email again today (29th March 2023).

This is the only document we require from you to have your withdrawal completed, so please send this as soon as possible.

The winnings were reduced in line with the maximum withdrawal terms of the bonus you used to play and win.  This is why the maximum ¥10000 is the amount to be paid to you.

If you would like to ask more questions about this, please contact us directly.

I don't use stick pay, but I'll consider it! However, before that support side agreed that a screenshot of EcoPayz would be fine just once, and I sent screenshots of EcoPayz many times, but no one touched on EcoPayz!

I really don't understand why the withdrawal amount was reduced! Does the reduction of 5000 yen feel like a fine? I want a convincing reason why I am caught in what conditions and do not meet the conditions!

Reduced because it took time at other casinos! I've never heard of something like that!

I hope that the software that checks on that side, such as the out-of-focus confirmation of the stick pay screenshot, will be high-performance without any problems!

スティックペイはつかわないですが…検討します！ただし、以前そちらのサポート側から1度だけエコペイズのスクリーンショットで構わないということで了解しエコペイズのスクショを何回も送りましたが誰もエコペイズのことに触れてはくれませんでした！

出金金額が何故減額されたのかは本当に意味不明ですね！5000円の減額は罰金的な感じでしょうか？何のどの条件に引っかかり条件に満たないのか納得いく理由が欲しいです！

他のカジノで時間がかかったから減額！みたいなのは聞いたことがありませんので！

スティックペイのスクショ確認のピンボケ等のそちら側の確認するソフトウェア的なのは問題無く高性能なことを願います！

Since then, I haven't heard anything from the Galaxyno... I made a stick pay and sent a screenshot, but no response...! I think the system is the problem.

あれからGalaxynoから何もきません…スティックペイを作り、スクショを送りましたが、反応無しです…！体制も問題だとは思います！

Since then, the stick pay was 10000 yen, but there was a deposit! But... I think this casino is not suitable for Japanese people because the support is quite vague!

Thank you very much to everyone at Casino GURU m(_ _)m

あれからスティックペイの方に10000円でしたが入金がありました！ですが…ここのカジノはサポートはかなり曖昧なので日本人には不向きだと思います！

カジノGURUの方々色々ありがとうございましたm(_ _)m

Dear tereida,

As per the casino's last response, "The winnings were reduced in line with the maximum withdrawal terms of the bonus you used to play and win. This is why the maximum ¥10000 is the amount to be paid to you."

You were eligible for the maximum bonus withdrawal limit only. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses to avoid disappointments like this.

Do I understand correctly you have finally received the funds? Can we consider your complaint to be resolved?

yes, the solution is fine! Thank you for staying with us for so long!

はい、解決大丈夫です！長々とお付き合いいただきありがとうございました！

Dear tereida,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

I would like to thank both parties for their cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru