Galactic Wins Casino - Las ganancias de los jugadores son confiscadas después de una confusión promocional.

Recently, I participated in a promotion on the website https://www.galacticwins.com where I won an amount of R$ 305.75. After fulfilling the minimum wagering requirements for the bonus, as informed in the message that appeared on the screen (screenshot attached), I requested the withdrawal of the amount, which was initially accepted without any issues. However, I later received an email from the site informing me that the amount would not be paid, citing that it was a bonus and that I needed to continue playing to release it.

When I returned to the site, I noticed a balance of R$ 379 and fractions labeled as "bonus". However, this balance was not available for use in any of the games. When I contacted the site's support, after waiting for over an hour, the representative refused to provide satisfactory explanations and abruptly ended the conversation without resolving the issue.

Additionally, on my birthday, I received promotions from several casinos, including GalacticWins and BCasino (https://www.bcasino.com/pt/casino). When I tried to use the bonus received at BCasino, I was surprised to find out that the bonus had already been used, even though I had never previously used it on the site. This situation revealed that, although they are presented as distinct casinos, GalacticWins and BCasino are, in fact, controlled by the same company, without this information being clear to the users.

On another occasion, a similar situation occurred when, upon contacting GalacticWins support, I was informed that I had already used a promotion at BCasino. However, since these are presented as independent gambling houses, it is my right to enjoy the promotions of both, without one house using the argument that the bonus has already been used at the other, as stipulated by the principle of objective good faith in consumer relations, set forth in art. 4, item III, of the Consumer Defense Code (CDC).

II. VIOLATION OF CONSUMER RIGHTS

The narrated situation clearly constitutes a violation of the basic consumer rights provided for in art. 6, item III, of the CDC, which guarantees the right to clear and precise information about the offered products and services. The lack of transparency in the promotions offered by the GalacticWins and BCasino gambling houses, as well as the refusal to pay the won amount without proper justification, constitutes an abusive practice, according to art. 39, item V, of the CDC, which prohibits the unjustifiable refusal to comply with an offer.

Additionally, the concealment that both casinos belong to the same business group violates the principle of transparency and good faith in consumer relations, as provided in art. 4 of the CDC. The information should be clear so that the consumer can fully understand the contractual conditions and not be negatively surprised, as in the present case, where I was prevented from using valid promotions in casinos that should be distinct.

The companies' behavior also constitutes unjust enrichment (art. 884 of the Civil Code), as the amount obtained through the promotion was later arbitrarily denied, even after fulfilling all the requirements for withdrawal.

III. THE RIGHT TO ENJOY PROMOTIONS

The promotion offered to the consumer, when accepted and fulfilled with the required conditions, becomes an acquired right, according to established jurisprudence. Art. 30 of the CDC establishes that information and conditions promoted in advertisements obligate the supplier to comply with them. In the present case, by advertising promotions on two websites as different and independent, the defendant created a legitimate expectation in the consumer that they could enjoy the bonuses of both platforms, which was unjustifiably frustrated.

The practice of linking promotions of distinct sites as if they were one contradicts the principle of contractual autonomy, causing confusion to the consumer and violating their right to enjoy regular offers on both platforms. Additionally, the unjustified refusal to pay the legitimately won amount violates the principles of good faith and trust that should guide commercial relations.

IV. REQUEST

In view of the above, I request the recognition of the violation of consumer rights by the companies GalacticWins and BCasino, due to the lack of clarity and transparency in the offered promotions, based on art. 6, III, and art. 39, V, of the CDC;

I request the payment of the amount of R$ 305.75, as well as any other available bonus amount in my account, according to the advertised offer;

Recentemente, participei de uma promoção no site https://www.galacticwins.com, onde ganhei um valor de R$ 305,75. Após cumprir os requisitos mínimos de apostas para o bônus, conforme informado na mensagem que apareceu na tela (print em anexo), solicitei o saque do valor, o qual foi aceito sem qualquer impedimento inicial. Todavia, posteriormente recebi um e-mail do referido site informando que o valor não seria pago, sob a justificativa de que se tratava de um bônus, e que eu deveria continuar jogando para poder liberá-lo.

Ao retornar ao site, observei que havia um saldo de R$ 379 e frações como "bônus", entretanto, tal saldo não estava disponível para utilização em nenhum dos jogos. Ao entrar em contato com o suporte do site, após mais de uma hora de espera, o atendente se recusou a fornecer esclarecimentos satisfatórios e encerrou a conversa abruptamente, sem resolver o problema.

Além disso, no dia do meu aniversário, recebi promoções de diversos cassinos, incluindo o GalacticWins e o BCassino (https://www.bcasino.com/pt/casino). Ao tentar utilizar o bônus recebido no BCassino, fui surpreendido com a informação de que o bônus já havia sido utilizado, mesmo sem ter feito qualquer uso anterior dele no referido site. Essa situação revelou que, apesar de serem apresentados como cassinos distintos, o GalacticWins e o BCassino são, de fato, controlados pela mesma empresa, sem que essa informação seja clara aos usuários.

Em outra ocasião, já havia ocorrido situação semelhante, quando, ao entrar em contato com o suporte do GalacticWins, fui informado que eu já teria utilizado uma promoção no BCassino. Contudo, sendo duas casas de apostas apresentadas como independentes, é meu direito usufruir das promoções de ambas, sem que uma casa utilize o argumento de que o bônus já foi usado na outra, conforme rege o princípio da boa-fé objetiva nas relações de consumo, disposto no art. 4º, inciso III, do Código de Defesa do Consumidor (CDC).

II. DA VIOLAÇÃO DOS DIREITOS DO CONSUMIDOR

A situação narrada configura, claramente, violação aos direitos básicos do consumidor, previstos no art. 6º, inciso III, do CDC, que garante o direito à informação clara e precisa sobre os produtos e serviços ofertados. A falta de transparência nas promoções oferecidas pelas casas de apostas GalacticWins e BCassino, bem como a recusa no pagamento do valor conquistado, sem justificativa adequada, constitui prática abusiva, conforme o art. 39, inciso V, do CDC, que proíbe a recusa injustificada de cumprimento à oferta realizada.

Além disso, a ocultação de que ambos os cassinos pertencem ao mesmo grupo empresarial fere o princípio da transparência e da boa-fé nas relações de consumo, previsto no art. 4º do CDC. A informação deve ser clara para que o consumidor possa ter pleno conhecimento das condições contratuais e não ser surpreendido negativamente, como no presente caso, onde fui impedido de utilizar promoções válidas em cassinos que deveriam ser distintos.

A atitude das empresas também configura enriquecimento sem causa (art. 884 do Código Civil), pois o valor obtido através da promoção foi posteriormente negado de forma arbitrária, mesmo após o cumprimento de todos os requisitos exigidos para o saque.

III. DO DIREITO AO USUFRUTO DAS PROMOÇÕES

A promoção oferecida ao consumidor, quando aceita e cumprida com os requisitos exigidos, torna-se um direito adquirido, conforme entendimento pacífico da jurisprudência. O art. 30 do CDC estabelece que as informações e condições veiculadas em publicidade obrigam o fornecedor a cumpri-las. No caso em questão, ao anunciar as promoções nos dois sites como diferentes e independentes, a requerida criou legítima expectativa no consumidor de que poderia usufruir dos bônus de ambas as plataformas, o que foi frustrado indevidamente.

A prática de vincular as promoções de sites distintos como se fossem uma só contraria o princípio da autonomia contratual, causando confusão ao consumidor e violando seu direito de usufruir de ofertas regulares em ambas as plataformas. Além disso, a recusa injustificada ao pagamento do valor legitimamente conquistado fere os princípios da boa-fé e da confiança que devem nortear as relações comerciais.

IV. DO PEDIDO

Diante do exposto, requer-se o reconhecimento da violação dos direitos do consumidor por parte das empresas GalacticWins e BCassino, em razão da falta de clareza e transparência nas promoções oferecidas, com fundamento no art. 6º, III, e art. 39, V, do CDC;

Solicito o pagamento do valor de R$ 305,75, pela parte autora, bem como qualquer outro valor de bônus disponível em sua conta, conforme a oferta veiculada;

Dear NillMaktub,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a link or screenshot of the bonus you activated and played with? Was it a deposit bonus or a free, no-deposit bonus?

Additionally, could you provide a screenshot of your progress bar showing whether you successfully met the wagering requirements?

Regarding the other promotions that you were unable to activate, were these free bonuses or deposit bonuses? Many online casinos commonly restrict certain promotions to one of their owned brands. Concerning the shared ownership of Galactic Wins and bCasino, you can find details about the platforms owned by the same company in the footer section of the Galactic Wins Casino website:

This information can also be found in the validator of their license, which is also available in the footer of the casino website (just click on the MGA logo standing for the Malta Gaming Authority): https://authorisation.mga.org.mt/verification.aspx?lang=EN&company=e8a9a788-9678-48c3-9506-b4839513ce31&details=1

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Could you please forward me the email you received from the casino after your withdrawal request was canceled, claiming that you have not finished the wagering requirements of the bonus you played with? My email address is veronika.l@casino.guru.

Is that bonus still in your account? Did you continue playing with it as suggested by the casino?

The bonus was withdrawn from my account, I didn't play again because there was no balance. I have already sent the requested email.

O Bônus foi retirado da minha conta, eu nao cheguei a jogar novamente pois não havia saldo. Já enviei o email solicitado.