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Magical Vegas Casino - Getting the runaround with account closure

lucyb United Kingdom
Posted on March 22, 2016.

I would like to submit a complaint about magical vegas casino and their constant dileberate delay, ackward and dismissive attitude when requesting the closure of my account.
I have requested on 3 separate occasions my account to be closed.
the first request was made around 2 months ago via their live chat option on request of closure I was told that I had a cash back amount due to be credited to my account and it would be a shame to leave at that moment I was offered 20 free spins and that was that.
I wasn't given any advice on how to close my account and the operator was dismissive to my request even though I expressed I wanted a closure.
on the second occasion again over live chat I requested closure once again to be asked why how what when and then told by the operator he actually couldnt carry out my request as he was not authorised to do so he asked me to contact customer support and request the closure through them.which states that is indeed the number you call for requesting closures or temporary breaks.
yet again I was told by the person on the other end of the call in customer he could not carry out my request.
I began to get quite agitated and stated again I just wanted my account closed he refused saying he was unable to perform my request.
I was extremely dissatisfied with this situation and promised myself I would never go on the site again, but after a few days I received yet another call from magical vegas stating I had a 20 pound bonus waiting in my account, in the attempt to tempt me back, which obviously being a gambler given freebies happened and led to massive deposits being placed there after they had duped me back when all I wanted to do was leave the site as I had requested.
on the third occasion I decided to approach customer support directly on the phone via the number on the terms and conditions and sure enough yet again I was told he was not able to carry out my request I was puzzled why this was seeing as this was customer support and the correct number as stated but he assured me he would email customer support which I was already talking to to call me and carry out the closure within 72 hours.
I did receive a call from magical vegas but it was to inform me how lucky I was to have been chosen to enter the chance to win a trip to mexico all I had to do is you've guessed keep depositing and playing.
not one mention of closing my account.
I was so taken aback I was actually in shock about the cheek they actually had and what lengths they would go to to keep you on there side.
it has now been over 72 hours and no phone call I have sent customer support an email today outlining my concerns and still no reply.
my account still remains active.
I have requested that I be refunded all the money I have deposited as a result of them not closing my account when first requested.
I believe magical vegas have and still are knowingly and dileberately delaying and making it impossible for me to close my account even though it states this can be requested with immediate effect and they must be aware upon looking at my account activity I clearly have a problem.
this is irresponsible and a breach of their terms and conditions it clearly states you can close or temporarily close your account anytime via live chat email or calling customer support everytime I have requested this and still nothing has been done I have used all 3 ways as stated in their terms and conditions and still nothing.
I believe I have attempted on 3 separate occasions to be responsible by way of requesting closure as I felt my spending was getting out of hand yet magical vegas have remained irresponsible and used tatics by way of bonuses free spins and promotions to keep me spending money and excessive amounts of money because they know exactly that is what I would do.
players accounts must be monitored and they must be able to see irratic spending behaviour and they will most definitely be aware of this activity.
in my opinion that is grossly unfair and a very dirty and crafty way to run a business to be totally dismissive of my requests and make it impossible to close my account is disgusting.
if they would of closed my account when I originally asked I would not of spent anymore money because I wouldn't of been physically able to they have used my vunerability and weakness for their gain and that is illegal.
they have plied me with offers and bonuses knowing I would just keep spending once that was lost I'm disgusted.
I'm disgusted that they would allow this and I am disgusted that they are more than happy to add fuel to the fire with someone that is clearly trying to make steps to rectify their habit it is wrong on every level.

Posted on March 22, 2016.

AskGamblers Complaints Team do not consider the refund claim made by the player to be justified enough. Therefore, this complaint refers to the delaying tactics applied by the casino when it comes to cooperating player in their request for account closure.

Posted on March 25, 2016.

Dear @lucyb,

Any update regarding your complaint? Thank you.

Posted on March 31, 2016.

This complaint has been reopened upon casino's request and we would really like to give it one more chance and help both parties involved to reach to a satisfactory resolution.

Posted on April 1, 2016.

Dear Lucyb, as a responsible gaming company we adhere to the Licence Conditions and Codes of Practice published and enforced by our regulator. We invite you to refer to the e-mail which we sent you on 25/03/2016 for more information. Should you have any other queries or concerns, please contact our Customer Support team, which is available 24/7, at any time of your convenience.

Posted on April 5, 2016.

Dear @lucyb,

Are you satisfied with casino response, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.

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