Complaint #140 Magical Spin Casino

Refund claim of €3,735 due violation of General terms and conditions

By Pascal107

3 years ago

Good day Dear Askgamblers Team,

I am contacting you about the Magicalspin Casino.I demand a refund in the amount of 3735€ from the Casino because I wrote them After my Registration that I want to set limits in this Casino because I'm gambling addicted. They ignored my Mail and so ignored my gambling addiction and therefore I was able to loose a lot of money.

I opened an account there on 25/04/2022 at 16:54 and wanted to set limits on the website to wager and to deposit. Since I have not found there the possibility of setting limits, or this was not given, I have sent directly after opening my account at 17:08 clock an email to the magicalspin support email that I want to set a deposit limit in the amount of 200 € and a wager limit of 450€ to limit my gaming behavior, because I suffer from gambling addiction and am afraid to gamble again high amounts. Since I had unfortunately always played uncontrollably in the past years,

This email remained unanswered and so far magicalspin has not commented on it. Then I was able to deposit and Play More then I wanted and my Account was still Open.

I then tried to contact customer service again a few times for the Limits and also for closing my Account. Again nothing happened.

I wrote them several Emails and also asked why they did not answer my Mails and i contacted the Casino More then 10 times via live Support. Every Time they said ‚Just send the Mail again we will take care‘. I waited then one week or More and nothing Happens. So I contacted the live Support again and again. I sent the email with my refund request again and again to the Casino but did not receive an answer until today.

So they ignore me and I don’t know why.

I then have requested a transaction history according dsgvo guidelines where the Casino has 30 days to send me my Personal Data and Transaction. Also without an answer.

After sending the Mail with the Limit I even waited some time before making the a deposit so that the casino still has time to set my desired limit. Again nothing happened.

However, this could have prevented an extremely high financial loss, which was also my intention with the limit setting.

By the non-intervention of the casino was thus negligently dealt with a known gambling addiction and I should never have gambled such a high amount.

I understand People who says ‚Then do not so many and high deposits and you will not loose money‘ but when you suffer from gambling addiction and you try your best to play responsible and the Casino ignores and obvious sickness with gambling addiction the Casino violates the official Regulation for prevention of gambling addiction. If the casino would have closed my Account I Never would have Lost this much Money. So I want a refund of the Money I deposit to magicalspin Casino.

Because they didn‘t answer my dsgvo Personal Data request I checked my withdrawals from my Bank Account and the sum was 3735€. I am demanding this money back from the Casino because of violation of it’s own general terms and conditions for the prevention of gambling addiction.

I also sent the Casino a Video where I login to my Mail Account and showed them the sent mail. This Video and all other Mails I Can send also to you as a Proof.

Thank you in advance for your help.

Disputed Casino Magical Spin Casino

Reason Terms violation

Amount €3735

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

We regret to inform you that despite all the AskGamblers Complaint Team requests, Magical Spin Casino management failed to provide reasonable justification and/or solid evidence which could prove the validity of the accusations against player.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

AskGamblers

• Support Team

3 years ago

Dear @Player,

Rest assured that the AskGamblers Complaint Team is in contact with the Magical Spin Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Inactive user

3 years ago

Here are the two screenshots I mentioned.

Inactive user

3 years ago

Dear AskGamblers team,

thank you very much for taking up this case and being in contact with the casino.

I really hope that we can come to a mutually acceptable solution.

I don't know if it will help much, but I'm attaching again a screenshot of the email from another device, my Macbook.

I also screenshotted the metadata of the email once and am attaching that as well, maybe that will help.

Anyway, from my side I can 100% attest that this email was successfully sent to the casino.

I also hope that the player history provided by MagicalSpin Casino and my game history data will provide some insight that this is clearly uncontrolled gambling and I was not in control of my own actions partly based on the deposit history and the bet amount.

According to the German State Gambling Treaty, a deposit amount of more than €1000 within a short period of time is considered uncontrolled gambling. In my case, it was a significantly higher sum in just a few hours.

I hope that it can be shown that I cannot gamble in a controlled manner and that the email I sent to the casino regarding the gambling addiction also provides proof of this.

Dear MagicalSpin Casino Team,

I ask you here also to understand the player side and to be able to comprehend. Therefore, I very much hope for a concession on their part to be able to clarify the matter in this way and I do not have to intervene the legal way. Through this confirmed email I can clearly prove that you have violated the measures for the prevention of gambling addiction.

If you have any further questions, please do not hesitate to contact me.

Regards

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