Complaint #69 Magical Spin Casino

Account blocked and withdrawal refused

By Samuel V.

6 years ago

On 10th September, I saw my account blocked and received an email saying "Following an audit of your player account, it appeared a similarity of IP address in several accounts players, including yours: [my e-mail/username]" and invoked the Terms and Conditions (2.1).

Since that moment we have exchanged some emails, which I send screenshots attached. I explained that I don't have any other account and that I started a new job outside of my country (because they reply that on 2sd September I "the IP and the computer are not the same as usual". As far as I understood that session was the reason to block my account.

I provided evidences that state my current situation and offered myself to explain anything they need or to send them what they need to check the true. But I have no answer since September 23rd. When I go to live chat support they say I have to wait for Finance.

My account is still blocked. My last deposit was in August and I was not playing with any bonus. My balance was 1.500€ and before of this issue I had a pending withdrawal in the amount of 750€.

Disputed Casino Magical Spin Casino

Reason Terms violation

Discussion

AskGamblers

• Support Team

6 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Magical Spin Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

SamuelVilela

• Portugal

6 years ago

I have already sent an email to the askgamblers support: reference #76145.

Magical Spin Casino

• Representative

6 years ago

Hi Askgamblers,

We have forwarded the explanation on the issue along with evidences as requested.

Levi Hogan
Communications manager
Magical Spin Casino

SamuelVilela

• Portugal

6 years ago

I must add that on 2nd September I got the impression that my balance was not correct and I exposed that to your support! Please, before blamed me for something I didn't do, check what error can happen on your platform for this to happen. I did not cancel the withdrawal, nor did I play on day 2nd September. I only access the account, from an IP outside of the country to check the withdrawal - that was canceled - reason why I placed a new order, after go to live support.

Thanks in advance

Magical Spin Casino Complaint Stats

Resolved 39 / 42

Avg. Amount $1,376

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Magical Spin Casino Complaint Summary

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

So far, 28 out of 29 complaints in this category have been resolved.

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

Magical Spin Casino Complaints

See all complaints for this casino

Withdrawal and casino balance issue

Hello,

Magicalspin recently closed in my country, and I received an Email saying that my withdrawal that is in process, and all of my casino balance would be sent to me in the usual timeframe. The problem is, I did the withdrawal on the 23rd of December, and still haven't received my winnings. I had 2500 left on the casino (+600 withdrawal), and they send on the 31st of December that they will send it to me, but since then, they have stopped replying to emails.
Any help would be appreciated.
Regards

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Hello,

I signed up to magical spin casino.

I am getting constant promo emails but the activation link did not come through.

I have emailed the casino but the issue is not being resolved so I cannot login and play.

Can you help get in me in touch with the right team to activate the account.

I have attached the emails as proof.

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Withdrawal did not arrive in my bank account they have now left my country and I cannot access the site

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I also have 300 euros left in the account - so 600 euro total.

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Today I was on the website and the payout was back on my player account.

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I really urgently ask for help.

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I've been trying to get verified for a month

Hi. I've been trying to do a withdrawal from Magical Spin Casino. I haven't been able to because I'm not verified. I've been trying to get verified for a month. They keep saying I'm sending burry pictures, which are the same ones I sent on other sites, and they excepted them. I have sent 10 or more documents. I just want to get this done with. They won't message me back for days upon days. I only have picture ID on my Driver's Licence and they are saying they can't use it. That is all I have for ID identification. I would just like someone to help me out on getting this done. Thanks Kindly and I hope to hear from someone on this matter.

Rejected

Refuses a withdrawal without any notification

Hello @AskGamblers,

I've had a terrible experience with the Magical Spin casino.

I've had a pending withdrawal since 11.08.2023 after I completed a wager of 7500 EUR and decided to withdraw my winnings of 2000 EUR. I've reviewed all their policies and there's no written processing time frame for withdrawals. I've followed all rules and have not gone over the maximum bet of 7.5 EUR.

The chat support is not helpful, they only said to contact [email protected]. I've done this for the past week (several times). They do not reply at all. The chat said on Tuesday that the payment will be processed this week. But it was cancelled yesterday, without even notifying me why it is cancelled, is there any issue or what is the case?

The funds are credited back and now the chat support says next week the processing will happen but they cannot confirm anything and to contact the Finance department again. I've done this but they don't reply and do not provide any specific processing time frame. So the payment is again pending without any idea when it will be processed.

This is a horrible experience as you don't get any answer. The chat is referring you to a non-responsive mailbox. I've sent several emails over the past week. My experience with other casinos (who process payments during working days) is that you won't wait more than 2-3 days to get a payment, or if it is more (technical issue, verification issue etc.) they will provide any solid explanation and give a proper time-frame. Here, this is not the case. May payment was pending for 6 calendar days and just got cancelled without any information - no email, no message, nothing. If I did not log in to check, I would have no idea. My account has already been verified but I contacted the Verification team on 11.08.2023 just to make sure it is fine and the payment is not pending for additional verification. I've not heard anything back from them as well since last Friday.

I am a patient person but haven't heard anything from the team processing the payments, no solid information on their site (policies) regarding processing time-frames, which is what makes me raise this complaint. As my winnings are basically locked on their site and they do not help in any way to understand what I could expect and when. I've attached files confirming the cancelled payments (with no notification), the new ones, payment history etc. (private).

Please review this complaint and help me get this resolved.

Best regards,

Gubkibet

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I have played at magical spin casino consistently for almost two years with no issues.

My online bank was recently closed so I had to use a new one for a withdrawal. I made a withdrawal of 270 euros about two weeks ago. It was approved but did not credit my bank. When i contacted my bank they said they did not accept gambling transactions so it was returned to sender. I have since attempted to log into my bank but receive the message 'system error' when i either try and login or reset the password.

I have tried contacted magical spin repeatedly on email but i receive no response whatsoever.

I currently have not received my withdrawal and am currently unable to get into my account.

i really need askgamblers to assist me at this time.

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Hello AskGamblers,

I recently made an account with MagicalSpins.com from Norway ( on March 15th, 2023) They accepted my IP Address, which is in Norway and allowed me to register and receive the welcome bonus.

I was lucky and won 16,000 EURO on Wanted dead of alive and completed the wager. For the next 4 days I went to the Casino Chat and asked about my winnings and how I can get my account verified. They told me to send emails to "[email protected]"

I sent them all my documents to the requested email and waited for a response. I tried to login on March 20th and the enter website was blocked in all of Norway.

I took a screenshot of the terms before I played the Casino ( I have attached it to this email)

I would like to ask if you can help me get my withdrawal from Magical Spins as this was a honest mistake on their part and they should be paying me out my winnings.

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I am not sure what the issue is and why no1 is getting back to help me.

Hopefully, AskGamblers can help mediate for me.

All deposit evidence is attached and emails are unanswered.

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