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Magical Spin Casino - Blocked my account with unjustified accusations

RESOLVED
Complaint Info
Disputed casino Magical Spin Casino
Reason Account closure
Amount € 750
giemasa Lithuania
Posted on July 23, 2019

I requested a withdrawal of 750eur. from magicalspin on July 17th. The next day I received an email from them saying: Following an audit of your player account, it appeared a similarity of IP address in several accounts players, including yours: [email protected]

I replied to them explaining that I have only one account with magicalspin and I am sure that nobody can have used my IP to open any other accounts. However, I did not receive any reply from them. I am attaching the screenshots of the email I received from them as well as my reply to them. At this point I do not know what else I can do as they are not communicating with me.

AskGamblers
Posted on July 29, 2019

This complaint has been reopened as per Magical Spin Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on July 29, 2019

Hi GIEMASA,

And thank you Askgamblers, I do apologize for this late response due to technical issues on my side.

Giemasa, Your account is open and verified according to risk management and ready for withdrawal. Your funds are in your balance and will be processed right after you make your withdrawal.

We congratulate you on your win and wish you much more success at the casino.


Levi H
Communications Manager

AskGamblers
Posted on July 29, 2019

Dear @giemasa,

Please confirm if the issue has been resolved. 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.

giemasa Lithuania
Posted on July 30, 2019

Sorry for the late response. The account has been reopened and I have received my 750 eur withdrawal.
Thank you for the help Askgamblers

AskGamblers
Posted on July 30, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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