Complaint #2 Slots Magic Casino

Unfair confiscation of legitimate winnings

By merlinaces

11 years ago

Last week i deposited with a deposit bonus of 50% and played with it. It was around 850 sek in bonus. I did not realise but i was only allowed to bet 10% on a single bet. I gambled for 5 days, bonus finished after day 1 and built up my balance to 60000. I was told at withdrawal that i breached the rules and it was cancelled. However they said it was as i played some big hands on blackjack.. But according to standard wagering blackjack should not be included. Also the bonus finished and i played with real money fir a few days where i built up my balance. Surely they cannot cancel my entire winnings for a week (60000 sek) as built up once bonus done with?? Do i have any rights?

Disputed Casino Slots Magic Casino

Reason Bonus terms violation

Amount kr1750

Discussion

merlinaces

11 years ago

Yes i can confirm that they have generously given me back my 1750 deposit from my 60000 in winnings acculated over 20 hours of gameplay that was cancelled

AskGamblers

• Support Team

11 years ago

@merlinaces,
Did you received your deposit back, can we close this complaint?

Slots Magic Casino

• Representative

11 years ago

Hi

I have thoroughly checked your game logs and the actions taken by our payment department on your account upon your withdrawal request.

Please note that the winnings were removed due to the breach of our bonus policy which can be found both on our website and in all our promotional emails. It's available for all members to view at any time.

Our bonus policy mentions that if your deposit bonus/offer is bellow 100% the maximum bet is 10, or 10% of the deposit bonus/offer amount (the lower of the two amounts apply). By placing these irregular bets you ultimately create an unfair advantage over other players who place within the above mentioned limits.

On the 11th of May you claimed a deposit bonus of 50% using the bonus code STEAM100 which gave you a bonus amount of 875 SEK. and therefore a maximum bet allowed while having the bonus active was 87.5 SEK.

Also the bonus given by Steam100 code had Standard Wagering which means the bonus was available only for Slots and Scratch games. As mentioned in our bonus policy, we reserve the right to withhold any amount in excess of the original deposit from a withdrawal if an excluded game is played while the bonus is active

More specifically you were in breach of the terms in question, by making a series of bets on Blackjack which were higher than 87.5 SEK, whilst having the STEAM100 bonus active. The game ID’s with such cases amongst others can be found on: 20591846, 20591849 and 20591856 - with bets on BJ of 5000 SEK and 2000 SEK, which you can also find in the casino software by checking on “Game History”.

As a consequence and fully in line with our terms, your winnings were removed and your deposit returned to your account to either withdraw or restart playing.

I hope that this has clarified the matter for you as surely you can now appreciate that both bonus policy and terms and conditions are always available for our members. Going forward, we will be more than happy to let you take advantage of our promotions, however it is vital that our bonus policy is followed so that you can enjoy your winnings.

Slots Magic Casino Complaint Stats

Resolved 24 / 25

Avg. Amount $2,504

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Slots Magic Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 20 out of 20 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Slots Magic Casino Complaints

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Please check the attachment for screen shot that shows I have uploaded all the request documents.

Thanks

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Delayed payment, no real agents attending the livechat service

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Casino is not paying me my money

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Slots Magic declined my withdrawal 4 times

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