Complaint #3 Magical Vegas Casino

Account Closed and Deposit Withheld

By Julesanthony

10 years ago

Message on forum

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?

Disputed Casino Magical Vegas Casino

Reason Refund declined

Amount £20

Discussion

AskGamblers

• Support Team

10 years ago

@Julesanthony,
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.

Magical Vegas Casino

• Representative

10 years ago

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 support@magicalvegas.com at any time.

Julesanthony

• United Kingdom • 4 reviews

10 years ago

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

Julesanthony

• United Kingdom • 4 reviews

10 years ago

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.

Magical Vegas Casino Complaint Stats

Resolved 9 / 12

Avg. Amount $1,078

Avg. Complaint Duration 13 days

Avg. Response Time 2 days

Magical Vegas Casino Complaints

See all complaints for this casino

Accounts Locked, Refusing To Return Balances After Saying I Was Verified

This is against the entire Daub Group.

I have been treated shamefully and this group has caused me great stress and anxiety.

I signed up to their casinos in April. On April 17th I got an email saying I was verified after sent in bank statements, driving license, license selfie and card pics.

I began getting texts and emails to sign up at Aspers and Magical Vegas casinos. I did this. My accounts were then locked with over £1,200 in them and I was told I was not verified and was advised to send my bank statements through WHATSAPP!!! They claimed this was secure and the next day Whatsapp were hit by hackers and all data was compromised. I sent in three months worth of statements. These were rejected and I have been fobbed off when pointing out I have proof I was verified on April 17th (SEE ATTACHED EMAIL). I went on chat for a total of 3 hours explaining the situation and pointing out under UKGC LCCP they should not of let me deposit if I wasn't verified.

I have requested a total of 5 times now my accounts to be permanently closed, to have all my data destroyed under GDPR and never to be targeted by their marketing team again. I have requested all my balances to be returned to my card. This is my legal right and right under UKGC LCCP.

Thus far Magical Vegas and the daub group have ignored all of these requests and keep saying 'the account is under review'. They are breaching UKGC LCCP and their conduct is causing me stress and anxiety.

I would appreciate AskGamblers help with this. I do not want the hassle of filing court docs but I will if necessary.

Laura

Resolved

£1,200

Unjustified confiscation of £6,500

So here is my story! I found my self as "true hardcore gambler" and to be honest i lost a lot because of it but i always have a feeling inside that one day... and my day, my ticket to out of money problems come true... there was only one thing... i win 6,500 GBP put it on withdrawal. After

:On Thu, 11 Oct 2018, 14:13 DAUB Alderney, wrote:

Dear Martins,

Username: redefiner

Hope that this email finds you well!

I am sending this email to advise you that the withdrawal of ?6,500.63 has been successfully verified for processing.

However, I will require your identification documents to complete the verification of your play account as per the UK Gambling Policy. As such I would appreciate if you could provide us with the following documents to complete the verification:

- A copy of your Passport

- A copy of your Driver’s License

- Front of card ending 6024

Please ensure that only the first 6 and the last 4 digits are visible.

so i send my passport copy and bank card photo i don't have driving license at all so can't send it. NEVER before in my life have problems to verification my self with passport where age or personality can be checked...

On Thu, 11 Oct 2018, 17:54 DAUB Alderney (KYC), wrote:

Dear Martins,

Thank you for sending your document.

We are pleased to inform you the bank card has been accepted, however to complete the verification process we will require the below document:

A copy of your UK Driver’s License and personal ID card.

For any further assistance or information, feel free to contact us at your convenience via email or the Live Help Service.

Regards,

Carl

Security Team

i told them that i got only passport (should be enough to proof myself) . no replay no nothing. at work at break time i go on website and find out that my account is blocked (with ought any notice or email ore something) so i straight away seek with support teem

This is an automated email sent from the Live Chat Server - please DO NOT reply to this email. The following information is a log of your recent chat session. Please save the log for your records.

Your session ID for this incident is 1171985.

Time Details

10/12/2018 02:07:03PM Workflow sent message: "Please do not disclose full Credit/Debit Card Number over live chat under any circumstances."

10/12/2018 02:07:09PM Session Started with Agent (Dave)

10/12/2018 02:07:09PM Martins: "My Account"

10/12/2018 02:07:13PM Agent (Dave): "Hello, welcome to the support service. My name is Dave

How may I help you?"

10/12/2018 02:07:36PM Martins: "hi there i just try to log in and find out that my account has been blocked"

10/12/2018 02:07:53PM Martins: "for what reason?"

10/12/2018 02:08:12PM Agent (Dave): "Hello there"

10/12/2018 02:08:21PM Agent (Dave): "I will have a check for you"

10/12/2018 02:08:24PM Agent (Dave): "For security purposes, May you confirm your username, full name, date of birth, postcode and phone number please?"

10/12/2018 02:10:46PM Martins: < personal info removed >

10/12/2018 02:10:55PM Agent (Dave): "Thank You for confirming the details. Please bear with me a moment whilst i look into it."

10/12/2018 02:11:34PM Agent (Dave): "Thank You for waiting"

10/12/2018 02:11:48PM Agent (Dave): "I had a check on your account"

10/12/2018 02:12:04PM Agent (Dave): "And I can note that the verification of your account has not been completed"

10/12/2018 02:12:32PM Martins: "i haw send my card details and pasport"

10/12/2018 02:12:54PM Martins: "i dont have uk driving license or id card i got only pasport witch i provided"

10/12/2018 02:14:02PM Agent (Dave): "I am sorry to inform you that the verification of your account has not been successful, as such, you account has been closed"

10/12/2018 02:15:17PM Martins: "depending on what? i prowided information requested. also i am interested what is going to hapen with money i win and put it on withdrawal"

10/12/2018 02:17:33PM Agent (Dave): "Just give me a moment"

10/12/2018 02:17:39PM Agent (Dave): "I am looking into that"

10/12/2018 02:17:57PM Agent (Dave): "And I shall get back to you"

10/12/2018 02:18:08PM Martins: "ok"

10/12/2018 02:19:42PM Agent (Dave): "Thank You for waiting"

10/12/2018 02:19:47PM Agent (Dave): "I have check on that"

10/12/2018 02:20:18PM Agent (Dave): "Our security team will shortly get in touch with you to provide you with more information"

10/12/2018 02:20:51PM Martins: "i am at work at the moment"

10/12/2018 02:21:02PM Martins: "and my breake is nearly ower"

10/12/2018 02:21:09PM Agent (Dave): "They shall send you an email"

10/12/2018 02:21:23PM Martins: "ok tnx"

10/12/2018 02:21:32PM Agent (Dave): "You're welcome"

10/12/2018 02:21:39PM Agent (Dave): "Anything else I can assist you with for now?"

10/12/2018 02:21:44PM Martins: "no tnx"

10/12/2018 02:21:50PM Agent (Dave): "OKay"

10/12/2018 02:21:56PM Agent (Dave): "Have a good day ahead"

10/12/2018 02:22:42PM Session Ended

If you require further assistance, please visit the contact us / support section on our website.

and after i got email :

---------- Forwarded message ---------

From: DAUB Alderney (KYC)

Date: Fri, 12 Oct 2018, 16:01

Subject: Your Account

To:

Dear Martins,

redefiner/Martins Rinkis

This email is in relations to your Magical Vegas account bearing username ‘redefiner’

Your Magical Vegas Account has been reviewed by our Management Team

We are hereby informing you that further to verification made to your account, we have taken the decision to permanently terminate your membership with the site.

Under these circumstances we are applying with immediate effect our Reservation of Rights under clause 11.08 which states that “We reserve the right to close a player’s account and return funds on the account without reason.’

We are doing the needful to refund you the deposit amount of ?1310 to your Visa debit card ending 6024. Please allow 3-5 working days for the funds to reflect in your account.

Also note that all your other accounts on Daub Alderney Ltd have also been closed and you are advised to refrain from setting any new accounts on the sites that are owned or operated by Daub Alderney Ltd.

Any such accounts when located will be closed and monies in such accounts will be forfeited.

Thank you for your understanding and wishing you all the best for the future.

Please note that this matter is now considered closed and no further correspondence will be entered into.

Regards,

Security Team

i also got a video of that winning... so this is way how casino work? house owner always win? i am old enough to gamble , i am resident of UK (live here 8 years ) i am honest person and this is what i get unanswered questions and broken dreams..