Your experience matters.
What did you enjoy, and what could have been better? We welcome praise and take criticism seriously too. If something is wrong with your account, a bonus or a game round, you can contact us directly.
You can leave feedback through the live chat under “Help”. Whether it is about the games, playing on your smartphone or dealing with our team, you do not need to wait until something goes wrong to tell us what you think.
If your feedback concerns a transaction or an account decision, details of the specific issue will help us. What happened, when did it happen and what remains unresolved? That helps us address your question.
The details we need depend on the issue you are reporting.
The amount, date, payment method and any transaction number help us trace it. We can check whether your request is still being processed by us, whether documents are missing or whether the payment has already been passed to the payment provider.
The promotion name, deposit date and any code you used help our team investigate the missing credit. If you have already received an error message, its exact wording is useful.
A suspension can only be reviewed for the account concerned. Tell our support team what message you received and why you disagree with the decision.
The game name, time and round ID help us find the round in question. A screenshot is useful if an error message appeared. Losing your connection does not, by itself, tell you how the round was settled.
Disagree with a transaction, a decision or our response? You can make a complaint to our support team and explain what you believe is still unresolved.
Reach our team around the clock under “Help”. For account-related issues, we need the email address you registered with.
Your previous chat history and the transaction or game round involved will help us investigate. If you have already received a reply, you can focus on the point that remains unresolved.
Our Customer Success Team handles your complaint. If it cannot resolve the problem directly, the case is escalated to casino management. We will keep you informed of its progress.
How long the process takes depends on the issue. You do not need to make any further deposits, and doing so will not speed things up.
For additional verification, we may request proof of identity, proof of address or other documents. Withdrawals may be put on hold and account access restricted until the checks are complete.
Our support team can tell you which documents are still needed and how to submit them. Never share your password or one-time codes.
Our casino is operated by GALAKTIKA N.V. in Curaçao, registration number 140803. Payments are processed by Unionstar Limited in Cyprus, registration number HE 356131.
Our general terms and conditions apply to your account. Bonuses are also subject to the terms of each promotion. If you make a complaint about a promotion, our team can help clarify which condition applies to your case.
If you contact us again, your previous correspondence will help us pick up where you left off. Any new information, such as a payment that has since been credited or another error message, is also useful.
Our approval of your withdrawal does not mean the money has already reached your bank or payment account. If the funds have not arrived, you can ask which stage of the withdrawal has been completed.
Yes. Our team welcomes negative feedback as well. You can tell us what you are unhappy with and make a complaint about a disputed transaction or decision.
No. You do not need to make an additional deposit for your complaint to be reviewed. You can contact support about your existing issue.
Feedback is where you tell us, for example, what you thought of the games or how the casino worked on your smartphone. A complaint concerns a specific transaction or decision that you disagree with and want us to review.
The game name, time and any round ID help us identify the round. If your connection dropped, a description of what happened and any error message shown are also useful.
Tell us which part of your enquiry remains unresolved. Your previous correspondence will help us investigate further. If the Customer Success Team cannot resolve a complaint directly, it will be escalated to casino management.
Ask our support team how to securely submit personal documents. They can also confirm which documents are actually required for your case. Keep your password and one-time codes private.
