Galactic Wins Casino - La retirada del jugador se ha retrasado.

And the saga to get a quick draw continues. As in the previous month. Exalt pix withdrawal that transfer is immediate but do not comply.

https://www.galacticwins.com/en/news/skywind-casino-games

E a saga pra conseguir um saque rápido continua. Como no mês anterior. Exalta saque pix que é imediato a transferência porém não o cumprem.

https://www.galacticwins.com/pt/news/skywind-casino-games

Dear TiagoSantos,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

My account is verified.

As mentioned before

The bank transaction via PIX here in Brazil. It's an immediate transaction.

On the gambling house website they themselves explain

https://www.galacticwins.com/en/news/skywind-casino-games

However, there is only such an active possibility when the bettor is going to put money in the house!

Is that right?

Minha conta é verificada.

Como mencionado anteriormente

A transação bancária via PIX aqui no Brasil. É uma transação imediata.

No site da casa de jogo eles mesmos explicam

https://www.galacticwins.com/pt/news/skywind-casino-games

Porém só existe tal possibilidade ativa quando o apostador vai colocar dinheiro na casa!

É justo isso?

Still haven't received my winnings!

It's unbelievable

Ainda sem ter recebido meus ganhos!

É inacreditável

I fully understand your frustration, TiagoSantos. However, I will set the timer for additional 12 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hello, promises and more promises.

On the day they promised they didn't pay

And so far I still haven't received it.

I attach some records of the chats.

I asked for the full chat logs and they didn't give me

Olá, promessas e mais promessas.

No dia que prometeram não pagaram

E até esse momento ainda não recebi.

Anexo alguns registros dos chats.

Solicitei os registros de chats completos e não me forneceram

Hello TiagoSantos,

Have there been any developments since our last conversation, please? 

They just didn't pay me.

After several times they informed me that everything was fine and I had to wait.

On the last day. They voided my winnings.

Saying it was illegal because I used bonus.

Detail I DIDN'T EVEN USE THE BONUS.

The casino does this and I'm not the first

And unfortunately no one reverses this. It doesn't even matter where the case is reported. Like here for example.

Simplesmente não me pagaram.

Depois de várias vezes que informaram que estava tudo certo e tinha que aguardar.

No dia derradeiro. Anularam meus ganhos.

Dizendo que foi ilegal pq usei bonus.

Detalhe EU NAO CHEGUEI NEM A UTILIZAR O BÔNUS.

O casino faz isso e não sou o primeiro

E infelizmente ninguém reverte isso. Até não importa onde seja relatado o caso. Como aqui por exemplo.

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Thank you in advance.

Sent

Enviado

Dear TiagoSantos,

I appreciate you sharing all of your communication with us. However, I would like to request that you kindly send another email containing only the relevant information. It would be helpful if you could explain why your winnings were confiscated and which specific bonus rule was violated. Going through more than 35 PDF files, each with multiple pages, is quite time-consuming. If every player were to send us such lengthy live chat transcripts, it would be challenging for us to assist a large number of players efficiently. Thank you for your understanding.

Dear TiagoSantos,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.