Complaint #2 Slots Magic Casino

Unfair confiscation of legitimate winnings

By merlinaces

11 years ago

Message on forum

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 Complaints

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Unable to withdrawal money and poor customer service

Hi Askgamblers,

I deposit $5200 on April 6th, won few hands, total amount include winning is $13150. I did withdrawals for $5000, because the withdrawal limit per time is $5000. I have been asked upload ID, proof of address, approved in few hours, the first withdrawal that $5000 received. Second day, on April 7th, I have been asked additional document source of income, I uploaded right way, wait until now, April 12th, nothing update. I did online chat for many time, all bots, no live agent reply. Also, I can not withdrawal my funds.

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

Thanks

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Delaying payment and not following their terms and agreements policy

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I have been trying to get my winnings withdrawn from here for about 6-8 weeks and still nothing. It's should of taken just 24hrs.

I sent the bank statements. I was asked to upload my bank account details plus also provide them with screen shots of my card and I still haven't received my winnings. The customer support is a joke, takes them 48-72hours to reply back. All I want is the winnings I'm entitled to as all I get back is it's being processed.

I have ask them to put it in my real balance as it states in their terms and conditions that after 30days it is returned to my real balance, but as you can see in screen shot it's still pending.

Please can I help me retrieve my winnings.

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Delayed payment, no real agents attending the livechat service

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I had confirmation that they had been verified and that my withdrawal would be processed within a few hours.

It's been 27 hours since I received confirmation that my documents had been approved - my withdrawal is STILL pending - eWallet so should be quick and easy.

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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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