Galactic Wins Casino - Spillerens konto er blevet lukket uden samtykke.

I opened an account at Galactic Wins Casino on September 9, 2026. I deposited $810, then on September 10, the casino emailed me to state that my "self-exclusion request has been completed." Several problems: I did NOT make a self-exclusion request at this casino, and I had a deposit pending, which I now cannot play. I asked livechat for clarification, and they told me that my account has been blocked due to my mention of gambling addiction. Note that in the single day I had my account open, I never emailed them or had any discussion on livechat, so initially I could not figure out what they were talking about.

Upon closer investigation, I looked at the casino group and found that I previously had an account at BCasino. I did close this account due to gambling addiction. According to the Maltese license, players should be excluded from the brand/casino group, and are entitled to a refund if they are able to open a new account. Given that I had NEVER communicated with Galactic Wins casino regarding a gambling addiction, it is clear that they were aware of this from BCasino, and I should not have been able to open an account nor to deposit. I am therefore requesting a refund of all my deposits from Galactic Wins Casino.

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Hello,

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 whether the C$810 was spent on gambling or is left unspent on your balance?
• Could you please clarify what you mean by pending deposit?
• Have you discussed the possibility of the amount being returned directly with the casino? What response have you received?
• Could you please share with me your communication with the casino regarding the issue?
• Could you please share any evidence surrounding your previous self-exclusion due to gambling addiction directly related to this case?
• Send emails or chat transcripts to my email at tomas@casino.guru, 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 nhayw09000,

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.