Complaint #75 Magical Spin Casino

Accusing me of breaching max bet rule with no evidence at all

By Arjen B.

6 years ago

Message on forum

Last week i have created an account with Magical Spin Casino , they have nice bonus offers so i took a bonus offer, so far so good. I made deposits for a total of Eur 200,-.

After a couple of days of playing here, i ,made a withdrawal of Eur 2000,- exactly.
But now, after a couple of days asking to the customer service and already have an verified account, i got this email:

"It appears that you have made unauthorized bets under the terms and conditions that you have accepted.

Below is the extract of the terms and condition:

7.5 Maximum bet allowed with bonus money or winnings derived from promotions/bonus is €7.50. This rule also applies for the free spins or bonus-games a player can buy directly from a game since the amount of the purchase is considered as the amount of the bet.

We therefore inform you that you must cancel your last game session, in accordance with the terms and conditions that you have accepted"

What i can see at Askgamblers, is that i am not the first one who received this. I am ssure i did not make bets of 7.5 euro. Is seems to be a way to handle with customers who won and try to wothdrawal.

But i can't even check if or verify this information, because the casino directly closed my account, i can not acces.

I think this is a very doubtful situation. I have printscreens of my withdrawal and communication with the casino, even today the guy promised that my money will be transferred soon.

It seems to be an unfair way of not paying out customers. There are a lot of reliable casino's but sometimes you get issues like this,

Please askgamblers, can you have a look to this.

Many thanks.

Disputed Casino Magical Spin Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

6 years ago

Upon the Magical Spin Casino explanation, and Linawins confirmation that maximum bet rule has been breached, AskGamblers Complaints Team confirm and justify the casino actions.The term that has been breached:

7.5 Maximum bet allowed with bonus money or winnings derived from promotions/bonus is € 7.50. This rule also applies for the free spins or bonus-games a player can buy directly from a game since the amount of the purchase is considered as the amount of the bet.

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.

Thank you all for your cooperation.

Magical Spin Casino

• Representative

6 years ago

Hi,

Please understand, that the terms and conditions are applied to everyone in the same manner and as you stated above there was a violation of the terms of service. And you are aware of this violation. However, the casinos terms are not predatory or unfair and are in compliance with industries standards and to be fair they are more lenient then most.

I do empathize but we can not overlook our risk management's findings when there is a violation of the terms and conditions found within your playing sessions to be more customer friendly. These checks are part of any basic KYC and gameplay verification for our players protection and the casinos. They are clearly outlined in the terms and conditions to avoid these types of issues.

I am afraid there is nothing more I am able to do for you due to the nature of the terms and conditions breach. And your understanding that the terms were breached.

Regards,
Levi H
Communications Manager

Linawins

• Netherlands • 1 reviews

6 years ago

hello ,

I did receive some replies, this is correct.

This is my opinion abouy it:

I got a bonus of 35% of a deposit of EUR 30. Zo +- 10.50 euro bonus... a very very sticky bonus, which can not be released...it will always follow you..like now.

I think i played for over 10k of waggering in total and now you found 2 bets of 10 and 19 with roulette. i won nothing with roulette , but perfect for magicalspin, then they can catch me if i want to withdrawal Funds. I played a couple of euro, spread over the table..so no 7.5 euro at 1 nummer or whatever. I was not aware how sick this this bonus was.

I think this is not a friendly way to behave with customers. big advertisement of the 35% and then 1 article what makes me sick. who is studying those articles?... nornal casino's don 't have it like this.

Why isn 't there automatic warning when people make overbet?

Why is it possible to play at roulette table with this unfair bonus?

I think the anwer is because the casino doesnt want to pay out i think . I think this deserves a more customer friendly solution than this! Talking about an article and close my account and behave the customer as a fraud!!

feels very unreal and i am really upsad how this is possible and allowed... I think this is really something to evaluate for this casino

AskGamblers

• Support Team

6 years ago

Dear @Linawins,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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 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

Unresolved

€3,100

Unable to activate account but getting constant promotion emails

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.

Unresolved

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

I have an account at Magical Spin. I cannot now access their site as it seems they are blocking players from Ireland.

I am fully verified.

My withdrawal of 300 euros from them did not reach my bank account. I have emailed numerous times to try and receive support but they are not helping?

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

Can askgamblers please mediate.

Resolved

€600

Withdraw Canceled without any notification

I requested a withdrawal on May 3rd.

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

I asked the live chat why.

Unfortunately I don't get an answer and I have to write an email.

I received NO information or email about the payout status.

I really urgently ask for help.

I am verified.

Resolved

€801

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

Resolved

Payment not received by bank after three weeks and now unable to get into account

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.

Thank you!

Resolved

€270

Refuses to make payment of 16000 EURO

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.

Thank you.

Resolved

€16,000

My deposit has not credited and the casino is offering no support

4 days ago I made a deposit via BTC to Magical Spin.

The deposit has not been reflected in the account and has been stuck on pending status.

I have emailed the casino 4 times with no response. Chat support has stated they cannot help as they are the only support and not payments.

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.

Resolved

€84

Delayed payment, withdrawal was canceled

Good afternoon, I registered in this casino and I won 10 euros of no deposit bonus, I successfully completed the rollover, and I got 100 euros, then I spoke to chat to verify the account, I sent the documents and it was verified after 2 days, then they told me to deposit to be able to withdraw the winnings, I made the deposit with Skrill, and I played the deposit as they asked.

I made the withdrawal of 100 euros, since the 16/02/2023, they said to wait 48 working hours, today the 20/ 02/2023 it's been 48 business hours, and they still haven't paid me, they don't respond to emails, at 18:00 I entered the casino again to check the withdrawal and it was canceled. Please help me.

Resolved

€100