I applied for a bank transfer on 8/23 and it was approved on 8/25.

Since I hadn't received the transfer after a while, I contacted them again on 8/31 and was asked to resubmit the account information. I was assured that the transfer would be completed that day.

I waited some more, and then on 9/6 I was asked to provide the account holder's name in katakana, which I did.

When I inquired again on 9/10, I was told that since they now had all the necessary information, the payment would be made the following week.

When I inquired again on 9/15, I was again asked for the account holder's name in katakana and I replied again. I was once again told that the payment would be made the following week.

I contacted them on 9/21, and I was told that the transaction had failed and they were attempting it again. This time, they assured me that the payment would be made the next day.

When the payment wasn't made the next day, I contacted them again on 9/23, and was told that the transaction failed again and asked me to verify it once more the next day.

I'm still waiting for my payment.

It has now been over one month since I made the request.

This is the second time my withdrawal has been delayed and I find it unacceptable.

Dear kmegane17,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, 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,

Petronela

thank you for your reply

The casino has informed us that the provider has refused the payment.

The reason for this issue is not explained in detail. (Image is exchange from 9/22)

I contacted them again today, but the chat was disconnected without a clear answer.

Thank you very much for the clarification.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings?

On Monday, I asked the casino if it was possible to withdraw money using another method, and they told me that I could use Sticpay the next time I failed. However, when I checked again yesterday, I received a reply saying that the change was not possible and that they were trying the bank transfer again. I don't understand why people are sticking to bank transfers, which have failed many times, instead of using a method that has a proven track record of successful withdrawals.

Thank you very much, kmegane17, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

I have not received my withdrawal yet.

Even if you ask the casino what kind of measures they are taking, you will not receive an answer.

What kind of support does casinoguru have?

Hello kmegane17,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Galactic Wins Casino to join the conversation and participate in the resolution of this complaint.

Dear Galactic Wins Casino,

Could you provide us with a reason why the player's withdrawal requests are failing?

Thank you.

Kind regards,

Tomas

Hello all,

Thank you for reaching out to us.

Please allow us some time to review our records and investigate this on our end.

We will be back in touch with more details as soon as possible.

Regards,

GalacticWins Representative

Dear Galactic Wins Casino,

Sure, take your time. I'm now extending the timer by another 7 days. Please let us know once you have the verification done.

Thank you.

Kind regards,

Tomas

I haven't received the money yet.

The casino confidently said it would arrive on Monday, but it was a lie.

If you use a remittance method that has been successful in the past, such as sticpay, it should take less than 3 days.

Why waste your time using methods that fail on purpose ? It's already been two months.

I can't feel any sincerity or sense of crisis from the casino's response, and I can only assume that they have no intention of paying.

I just received $250 from sticpay.

I was relieved that I received the money, but in the end I realized that if I could send the money using SticPay, I would have done that from the beginning and would not have had to wait for almost 2 months.

Hello all,

Following an investigation from our end regarding player's concerns about his withdrawal, we found the below:

The player indeed had successful payout in the past from our casino via Sticpay. However we have been having an issue with this payment method on our end, which required us to proceed with paying out via Bank Transfer.

Unfortunately, this proved to be very problematic as multiple attempts to remit the payment to player's bank account failed due to reasons out of our control. This, understandably, made the processing period excessively long and we apologize for the inconvenience caused by this entire matter.

We are now happy to confirm the the issue with Sticpay had been resolved and player's withdrawal was successfully processed earlier today.

If you require any additional information, just let us know.

Regards,

GalacticWins Representative

Dear kmegane17,

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

Thank you for your 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,

Tomas