Complaint #150 Magical Spin Casino

Refuses a withdrawal without any notification

By Gubkibet

2 years ago

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 finance@magicalspin.com. 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

Disputed Casino Magical Spin Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Magical Spin Casino management acted in accordance with their Terms and Conditions and/or advertised payment timeframes.

Based on the abovementioned information and taking into account the player's confirmation of the issue, the AskGamblers Complaint Team considers this case resolved and closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of a disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Magical Spin Casino

• Representative

2 years ago

Hello,

Thank you for updating us on your correspondence with our Financial department. Your proactive approach in providing the necessary information for the refund process is greatly appreciated.

I assure you that your request has been duly noted and forwarded to the Financial department for further action. Kindly allow them some time to process your request and initiate accordingly.

Regards,
Levi
Communications manager.

Gubkibet

2 years ago

Hello,

Thank you for the answer. A member of the Financial department finally reached out to me. I explaiend why this is the case and it is an honest mistake. The other player has not used the account for so long that he even forgot about having one. Thus this match. I'd never violated Terms and conditions knowingly. Also, you can check that the other account has not been used for very long time. We cannot talk about any bonus abuse here. Although, I accept your stance here, I was told to provide bank details so the initial depost could be refunded. I've replied to your financial department that I want my deposit to be returned to my skrill wallet I used to deposit. So please do so. I've never heard of your financial department since.

Best regards,
Gubkibet

Magical Spin Casino

• Representative

2 years ago

Hello,

I would like to begin by apologizing for the delay, as both myself and a member of our risk team were on vacation. Our Risk division has verified that your account has been identified as a duplicate due to sharing an IP address with another account. We have been informed that both accounts has been permanently deactivated.

We have received substantial evidence showing that you logged in multiple times over the course of several months using the same IP address as another player. This action directly violates our terms and conditions. Regrettably, there is no course of action available to us in this particular situation.

Terms and conditions
2. OPENING A PLAYER ACCOUNT

2.1 Magical Spin only allows one account per IP address (registration account IP address or log in IP address), home address (postal address), bank card, email address ... In case a player wishes to open an account while another account is already created within the same home, IP address... an authorization, by email (finance@magicalspin.com) must be issued prior to the opening of the second account. If a player wishes to use someone else's credit card to make a deposit, he must receive permission from the finance department before making the deposit and send an authorization from the cardholder of the credit card (authorization, If granted, will expire at the end of the day in question).

In the event that, following a verification (random or not), Magical Spin realizes that one of these rules has been violated, all accounts in question will be blocked without notice and any balance of the balance or any request for withdrawal In progress will be canceled, even if the account (s) have been verified beforehand, the verification of account being just an identity check.

Regards,
Levi
Communications manager.

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

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

Not giving money, received no answer

My withdrawal from december 16 was processed, but I didn't recieve any money. Withdraw by skrill instant payment method, not bank. I sent many email to [email protected], didn't recieve any answer. From them support'' Hi, Sorry, we are not able to process your request. You have to wait for an answer from the finance department.''T o all my next emails how long to wait? when I receive my money ? I still haven't received an answer. All evidence (all transaction)from my skrill account I sent to them.

Resolved

€2,500