Magical Vegas Casino - Account closed and money confiscated without valid reason

Razorreay United Kingdom
posted on December 18, 2015.

Opened an account, deposited 100 Euros and accepted the bonus off of 100% match.
Played for around 15 minutes and account was then locked out.
Spoke with casino who said that I had previously self excluded from a casino called spin to win as I felt my gambling was getting out of control.
Feeling more under control I opened an account with Magical Vegas but as stated they have closed my account and withheld about 160 euros stating that I had breached their terms, I still had to play through the funds I had deposited.
I have never had an account with Magical Vegas before and used made no attempt to hide my identity as I had no reason to.
They are stating that I used different details to open this account and have point blank refused to return my deposit.
I have got no idea if these casinos are connected but if indeed they are then I should never have been allowed to open an account. It's not as if I lost the money and complained, they just took my money and closed the account.
This is not right

posted on December 22, 2015.

Hi Razorreay,

Magical Vegas is a responsible gaming company which adheres to strict gaming policies through its License from the UK Gambling Commission (UKGC). We support the work of Gamcare and we make it our duty to encourage our players to gamble responsibly.
While we have measures in place to protect them, the terms and conditions of the site are valid for all players. Any successful registration is possible only if a player has agreed to the terms of the site which clearly mentions that they warrant and represent they are not classified as compulsive gamblers.
As much as we understand your current situation, the decision taken regarding your account is in accordance with our terms and we invite you to contact our customer support team if you wish to discuss this matter further.

Razorreay United Kingdom
posted on December 22, 2015.

Dear sir / madam
Thank you for your prompt response.
Your terms and conditions written by your legal team are very worthy but you omit the key issues which the online gambling industry brings:

Your controls are poor and allowed a self confessed addict to open an account. I made no attempt to hide my identity.

If I had of won I would have been unable to withdraw any winnings but you also don't allow my original deposit to be credited back to me.

A gambling addiction has no logic, it is an addiction and thus there is a duty for you as a casino to assist and help keep the fun in gambling.

Think about it, what as a casino have you lost, nothing, as a user I have lost some money. Money that I was actively playing when you detected my account.

Fair play that you did detect my account although I did not know that you were affiliated with the other casino which I self excluded from.

Your response to my issue is disappointing and I had hoped you would see the logic. This is to say that I can never win and you just close the account and don't return the funds.

Online gaming requires trust and good controls and I do believe a refund is due to me.

It is clear from your stance that you see things differently, a win win for the casino. I am not confident that a resolution will be found on this forum and I seek advice as to where I should take my complaint.

Razorreay United Kingdom
posted on December 28, 2015.

Ask Gamblers
Please advise on how I should proceed with my complaint.
Do you have an email address of the regulator?

posted on April 21, 2016.

The complaint has been reopened as per Magical Vegas Casino request and AskGamblers Complaints Team would like to give this case one more try and help both parties involved to reach to a satisfactory resolution.

posted on April 22, 2016.

Hi Razorreay,

So that we can look further into your complaint, could you please provide us with your username?

posted on April 22, 2016.

AskGamblers Complaints Team send required information directly to the Magical Vegas management.