I am submitting my complaint for my experience in Magical Spin Casino. I hope that I have explained more clearly this time and there has
I won money just under €5000 in Magical Spin casino in October. It is now the 22nd of November and I still have received nothing. I emailed all my verification documents and everything seemed to be okay. But when I was not paid for many weeks with no explanation I emailed to ask why payment had not been made.
Following my email Magical Spin locked my account. I received an email accusing me of having submitted the incorrect name. I was surprised and wondered if I had made a typing error in registration. But then I saw from their emails to me that they were using my correct name. So I emailed Magical Spin explaining that I was sure I had typed my name correctly and asked why were they saying this. Magical Spin Casino responded that I had used the name Lxxxx Sxxxx. My full name is Lxxxx Axxxxx Nxxxx dos Sxxx and this is what it said on my Identification that I sent them.
Lxxxx is my first name and Sxxx is my last name. Magical Spin are saying that my ID name says that my family name is Nxxx dos Sxxxx. I think this is crazy. It is obvious that I submitted correct information to the casino but because I won €5000 they have used this as an excuse to not pay me and to ignore me. They have said that they are waiting for a decision but several days has passed. And now they are ignoring my emails.
In my last email to prove that I often go by my name Lxxx Sxxxx I provided them with a photograph of my bank card. On my bank card it very clearly says Lxxx Sxxx. This proof has been completely ignored.
I did not make any error when I submitted my name. I do not see how there can be any misunderstanding. My name is clearly Lxxx Sxxx. I have attached my bank card with my name. I did not enter my name in registration as Lxxx Axxx Nxxxx dos Sxxxx because it is not convenient and because I go more usually by Lxxx Sxxx. The casino can not tell me that this is not my name! I have gambled in many casinos and completed many ID verifications and this has never happened before.
I think this is an abuse by Magical Spin. The casino must know that it is my name since they see it on both my ID and my bank card. I hope that you can help.