Magical Vegas Casino - Account Closed and Deposit Withheld

Julesanthony United Kingdom
posted on September 22, 2015.

I wish to make a complaint.

Magic Vegas Casino — I thought it looked okay to join so decided to give it a whirl. I deposited £20 and rec'd a £20 welcome bonus.

Started playing some slots and it was pretty slow and I went down from £40 to about £16 after about 10-15 minutes and then BOOM. I'm locked out of my account and there's no way back in.

I contact live support on an antiquated choice of software and I enquire why my account has been locked. It's a little time consuming waiting for Naomi to check my account but eventually she says I am not allowed to play here due to self excluding myself at a casino called Spin and Win in 2012. Brilliant! So how was I supposed to know this casino was connected to a casino that I didn't enjoy playing at 3 years ago so closed my account and excluded myself (using the reason for closing my account as that I have a gaming problem, which always works in keeping the spam mails down).

Okay so I deposited £20 in good faith and now I cannot play here. First of all where is the fairness in taking my deposit and then locking my account? Not great.

So I request that they give me back my money if I'm not allowed to play here as surely they shouldn't have accepted it in the first place if they're going to pull out a trick that I'm somehow breaking some rules. But no. They refuse to give me back my money and state that it's not real money and actually a bonus. They are saying that of the £40 (£20 deposit and £20 bonus) I have exhausted my £20 of real money and the £16 left is not real and cannot be refunded. What! I was only playing here for 15-20 minutes - how is this fair?

This is unreasonable behaviour and looking at the other complains about this casino I can see they have a history of acting unreasonable and assuming they can write ridiculous terms and conditions. I would like this casino investigated by the Gaming Commission and I would warn any future gamers to carefully consider playing here due to this kind of roguish behaviour.

Lastly - the reason I am filling complaint is to get back my deposit which I can neither play through or withdraw. Where is the line between robbery and fairness here?

posted on September 23, 2015.

Hello Julesanthony - we are happy to inform you that we have now refunded your £20 deposit back to the card it was initially made from. Please allow 3 - 5 working days for you to receive the funds and should you wish to discuss the matter further, then please do not hesitate to contact us at [email protected]

posted on September 26, 2015.

Dear @Julesanthony,

Are you satisfied with the casino's response, can we close this case as resolved? Thank you.

Julesanthony United Kingdom
posted on September 29, 2015.

The casino has stated I will receive a refund in 3-5 working days. It's the 5th working day today, but still no refund. The complaint hasn't been resolved yet - as there is no refund as yet.

posted on September 29, 2015.

Dear @Julesanthony, First let me apologise for the delay. Upon further review, as we have voided your original deposit as opposed to a regular refund, I must inform you that this process can take 7-20 days to complete. (This process began on the 23rd Sep 2015 for you reference)

Rest assured you will be receiving your £20 deposit back as promised, and we apologise again for the extra time this will take to complete.

Please feel free to contact us here or directly at [email protected] should you wish to discuss this matter further.

Julesanthony United Kingdom
posted on September 29, 2015.

7-20 days?
That's quite an erratic estimate. Why so long?
I wonder what the online gambling community reckon about it taking 20 days to receive a refund.
Not doing your business any favours here.

Julesanthony United Kingdom
posted on September 29, 2015.

Ask Gamblers - can you enquire why it takes 7-20 days to receive a refund?

posted on October 2, 2015.

Dear Julesanthony, we have checked and the transaction was not actually settled at our end as we voided it soon after you made the deposit.
Essentially the funds are still with your bank as upon your instruction, we did what we could to make sure the deposit was not completed as quickly as possible.
The transaction was null and void, therefore we ask you to refer to your bank’s terms as to how long it will be before you receive the funds back into your account.
We advise 7-20 days as on average, that is how long voided transactions take for the issuing bank to reallocate them to specific accounts.
Please remember that this is not a refund of a deposit, this is a voided transaction - and as such, an entirely different process is required.
For further updates please may we direct you to discuss the matter with your bank as they will be able to provide any further information you may require.
You can of course contact us at at [email protected]m at any time.

posted on October 6, 2015.

Are you satisfied with the casino's answer, can we close this complaint as resolved? Please be aware if you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.