Slots Magic Casino - Unjustified Confiscation

RESOLVED
maddox2003 United Kingdom
posted on March 24, 2016.

I deposited £50.00 to this casino on 21st March, and DID Not Opt in to any Bonus!! I immediately starting playing on the Super Monopoly Money at £0.35 per spin. Within so many spins I won the free spins feature which kept adding more free spins as the free spins had been progressing , as a result I won and played around 290 free spins winning over £107.00 which was great. Due to the special feature of the free spins, the same pot of winnings went in to the Super Monopoly Wheel Spin where you can win x1 up to x200 the value of the £107.00. I couldn't complete the spin at first as it kept saying could not contact server. I called Slots Magic repeatedly complaining, in the end the spin worked and I won x15 (over £1,600.00) which was amazing. Some 12 hours after registering with no bonus, I got an email from Slots magic on 22nd (next day) at 10:55am saying they have added £50.00 bonus to my account, following my email of me complaining about the site not working properly. I didn't think anything of it, because I had not opted in to it, so didn't think of any terms, and I already had amassed over £1600.00 in winnings from my real money. over the next day or so I was playing other slots such as Rainbow Riches Pick n Mix, won lots more, lost lots more etc. I decided when my winnings went down to £1,000.00 I would cash out so I made the withdraw request. I could have cashed out at over £2,400 at one point, but opted to keep playing and on a losing streak. I also sent my identification to speed up the process. I waited 2 days, received an email to say my withdraw request had been cancelled, with no reason why. I logged in because I thought it was an error, I noticed my balance at £0.00, no record of the £1,000.00 withdraw request, or even cancellation, no record of my £50.00 deposit and so on. I called them up, asked why they cancelled it to be told by them in poor English , as part of the bonus I was not allowed to play certain games, or stake certain bets etc. I explained I didn't opt in to the bonus, and stated even when they added a bonus 12 hours after my deposit, they added it 7 hours after I had already won over £1600.00. Their email to me 12 hours after signing up, and 7 hours after my win, apologised for the site crashing and confirmed I had no deposit bonus because I did not enter a deposit code, but on this occasion they had added the bonus of £50.00. I am absolutely mortified that this company added a bonus to my account, knowing my high winnings already, I didn't need £50.00 bonus, I am also mortified that there incompetence has put all my winnings and time spent at risk in their opinion, my opinion is my winnings are my winnings. Even with The £50.00 bonus they added this would have been spent, in so many spins, but that should not mean that my previous winnings of £1600.00 should be wiped out, surely the bonus rules apply from spinning with the bonus money. This company is irresponsible, and they should have advised that all my winnings was at risk by a bonus being added. Over the phone they asked me to send an email with my complaint to them which I have done yesterday, I then chased an outcome this morning by calling them of which the person who answered the phone has really poor English. She told me when I signed up, they put £1.30 bonus, yes £1.30 bonus in my account which invalidated my winnings. Are these people on another planet here, they put £1.30 on my account as a bonus, which means my £1,600.00 are then void in there opinion, not mine. My Winnings came from playing with my £50.00 real money, then winning £107.00 then winning a mega spin win at £1600.00. at no point did I made any win of £1.30. Additionally if they have added a £50.00 bonus the next day, surely the bonus starts from the first spin of the £50.00 bonus and any winnings and losses from that point are taken in to account. I am awaiting their response from my last email, so wont jump the gun here, but their behaviour so far is tantamount to Fraud & Deception. I made a deposit trusting their site and assumed fair play, I don't expect a bonus that I never opted in for and not using any bonus code some 12 hours later, some 7 hours after my big win, to then invalidate all of my winnings. My intentions are simple and really clear. If I don't get my winnings that I won fair and square back , then I will be pursuing this company from all angles and I will be relentless in my approach as this kind of behaviour in my opinion is criminal. I entered the site with my money , I risked my money and I won fair and square, I did not sign in to the bonus, and even when the bonus was added I had already won big, with no limitations , no wager restrictions, it was my money.

The site in my opinion was good, besides the faults and constant crashing, however their verbal service is really Poor, their excuses for deleting my winnings is the most fabricating thing I have ever heard in my life.

As you can see from the screen shots on 21st at 10:51 I won the £108.00 from my £0.35p spin.

As you can see from the screen shot at 07:57 on 22nd the system finally allowed me to take the bonus spin (@ £0.00 stake) and I won £1,670.25

as you can see on 22nd at 10:55 an email appeared with a Bonus of £50.00 , 12 hours after my £108.00 win, and almost 3 hours after my big win.

As you can see on 22nd @ 10:11 I received an email regarding my complaint from the night before about the site crashing. Apologising for the crash, confirming I had not opted in to a bonus or used a bonus code, but on this occasion she seems to have made an exception to add £50.00 bonus. How bizarre , my winnings hours before had been at risk, and this person clearly looked at my account in order to respond to my complaint about the site crashing, should she not have advised that my £1600.00 winnings are at risk, even though no law in the land would agree?

If this company does not pay my winnings, my intention is to take action through the court, report them to the gaming authority, contact the press including the Sun where my wife works , and post the story on every social media around to help others avoid being scammed like I have.

However if they pay my winnings i'll consider the matter closed/

posted on March 28, 2016.

This is being investigated and we will get back to you soon

SlotsMagic Team

maddox2003 United Kingdom
posted on March 29, 2016.

Whilst I appreciate you have picked up this complaint , it has now been 7 days since I reported the issue to you. Can you explain what the hold up is please?

posted on March 30, 2016.

We are checking through all the bets on your game logs which takes time. We apologize for the delay but we expect a reply from our specialists/team soon

SlotsMagic Team

maddox2003 United Kingdom
posted on March 30, 2016.

Its nice to know you have specialist's in your team, I'd expect these specialists would have measures in place that should have prevented your casino confiscating my winnings. What your trying to say is you need some more time to find a way of justifying the confiscation, the reality is that there is zero justification. Can you ask your team to speed up the process, 8 days is a long time to look at transactions. I should have been paid by now, at this stage your simply depriving me of my legitimate winnings

posted on March 30, 2016.

We apologize for the inconvenience but we are waiting for a report from the game provider WMS to be sent to us. This report is crucial in determining what transpired with the game at the time . If it confirms what you claim your account balance will be adjusted accordingly. No amount of abuse or threats will make this investigation go any quicker.

SlotsMagic Team

maddox2003 United Kingdom
posted on March 30, 2016.

Interesting change of tone from you , I don't see where the abuse or threats come from, not me. Can you stick to topic please.

maddox2003 United Kingdom
posted on April 2, 2016.

A chap at SlotsMagic called Matthew has been in regular contact with me recently, who has been very helpful. They have been waiting for some reports back from the WMS as I guess the game had some technical issues at some point. I was expecting some kind of response to say I would not get my winnings. They have contacted me today to confirm that they have now processed my withdraw request of £1,000.00 which should be in my bank within a few days. I am really pleased about it and can not thank them enough. I think on reflection because of delays I in fact miss judged them, and perhaps assumed they had intended to take my winnings, which has proved not to be the case.

Thank you AskGamblers.com for giving a platform for these issues, and thank you to Slots Magic for an incredible win from a small deposit.

I will be using Slots Magic again because they have won my trust, and additionally because you can actually win big from small amounts. I could have cashed out much higher than £1,000.00 at one point, all stemming from £50.00 deposit, amazing

AskGamblers
posted on April 4, 2016.

Based on submitter's last post, AskGamblers Complaints Team consider this complaint as successfully resolved and the case is being officially closed. We are happy that an agreement has been reached and we would like to thank both parties involved into this case for their cooperation.