First they asked for proof of address as well as an official document and a photo of the card I used to make the deposit... I sent all of that, then they requested a screenshot of the date I deposited... then they asked for a bank statement and when I sent it they told me they didn't accept that bank, so they asked me for another account and of the 3 that I sent, none of them accepted... they demand that they have my address on the bank statement exactly the same as on my official document and the same as on my proof of address... I ask them to tell me which bank they accept and they only ask me for the bank statement again

Primero pidieron comprobante de domicilio al igual que un documento oficial foto de la tarjeta con la que hice el depósito.. envie todo eso despues solicitaban captura de la fecha que deposite..después pidieron un estado de cuenta y cuando lo envíe me dijeron que no acaptaban ese banco a lo que me pidieron otra cuenta y de 3 que e enviado ninguna aceptan.. exigen que tengan mi dirección en el estado de cuenta exactamente que ven igual que en mi documento oficial y al igual que en mi comprobante de domicilio...les pido que me digan que banco aaceptan y solo me vuelven a pedir el estado de cuenta nuevamente

Dear Nayeli888,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Galactic Wins Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please clarify what you mean by not accepting the bank? Is the casino unable to process a payment to a bank account of your bank specifically?
• Have you received any confirmation regarding the verification status of your player's account?
• Could you please share with me your communication with casino support regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Dear Nayeli888,

• Were the bank accounts you suggested all in your name?
• Have you provided original PDFs when trying to verify the payment methods?

Please let me know.

Dear Nayeli888,

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.

If everything is in order

Si todo en orden

Thank you very much, Nayeli888, for providing the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]), 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.

Hello Nayeli888,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the Galactic Wins Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? What is the issue with the documents Nayeli888 provided? Alternatively, can you give us some guidance on how to proceed?

Hello all, 

Thank you for reaching out to us regarding this matter.

We have reviewed the player's concern and are happy to confirm that their most recent withdrawal request for the amount of MXN 900.00 has been successfully processed by us on 26-March-2025 following successful completion of the verification process. 

We must note that the verification procedure indeed took longer than usual due to provision of documents that prompted us to perform due diligence, which in turn prolonged the withdrawal processing. 

As there are no outstanding verification requirements at this time, we find the matter at hand as resolved. 

If any further information or assistance is needed, please let us know.

Best regards,

GalacticWins Casino

Dear Galactic Wins Casino representative,

thank you very much for the update. Just to clarify the date, has the withdrawal already been processed by 26th of March?

Dear Nayeli888,

can you confirm your withdrawal has been paid out?

Hello,

Yes, the withdrawal transaction was successfully completed on 26-March-2025.

If you need anything further, please let us know.

Best regards,

GalacticWins Casino

Dear Nayeli888,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation this time. As a result, we must close this complaint for the moment.

However, taking the casino's response in the account, we believe the matter was most likely resolved. Please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Martin

www.kpvfaw.com