Complaint #7 Magical Vegas Casino

Magical Vegas - Self-exclusion

By Martin B.

10 years ago

Message on forum

Dear Sir/Madam

I had an account with there sister site spin and win in 2012. Due to over gaming it became apparent to me to slow down and quit gambling for a while.

I stupidly decided to join magical Vegas one night, at this point, once I entered my details ie. Same Name, same DOB same user name as I always use (martinb17) same email but I accidentally missed a letter out. There was no way I was trying to pretend to be someone else because I know how this works, everything is verified etc. But still i was aloud to open a new account. Surely this should be enough to stop the player from opening up the account and depositing £780 in 7 different transactions.

Now I know it is not all up to the casino and I am trying my best to stay on the straight and narrow, but please bear in mind we are talking 3 years later with the same details and they still opened up a new account for me.

When I went onto live chat to ask why it was not blocked they advised "it would of been found out eventually" and then advised I asked if I had withdrawal what would of happen and I was referred to the Claus stating any funds winnings and deposits will be forfeited. They are telling me I tried to be someone else but I 100% wasn't I am just a very stupid gambling addict. But if I was trying to be someone else why would they link my account to the spin and win account. There has to be a problem in there somewhere.

I am under no illusion I am partly at fault but feel the casino (magical Vegas) are at a win win situation and have not got £780 of my money and I had a 0 % chance of winning on.

I would like to see if they are able to refund my deposit but they keep rejecting my complaints. Can anyone help at all? Thanks

Disputed Casino Magical Vegas Casino

Reason Other

Discussion

AskGamblers

• Support Team

10 years ago

AskGamblers Complaints Team have been in a direct communication with Magical Vegas Casino management regarding this case.

fb_10153216259219135

• United Kingdom • 1 reviews

10 years ago

Thanks for your comments, but I am afraid they are false! I will not be made out to be a liar! You say I purposely put in wrong info to bypass checks! I never! At what point did I say/do that! That is what you said I did! All I did was make the mistake of misspelling my email address! I am only human! I am 30 and have lost lost of money and know how it works if I tried to bypass checks i know you would not have paid out so what would of been the point of playing and losing over £700. You are very unreasonable and yes I have had this situation before but not with any problems. You are victimising me and my problem and making the whole situation worse by causing extra stress. I just needed to be the last to say, I am not at fault like you have said I am. I tried for a reasonable request but no one one seems to want to stand up for me.

I am going round in circles and I will go to every corner of the Internet and let everyone and I mean EVERYONE know of what happens when you play your hard earned money at Magical Vegas when you have a gambling problem!

Magical Vegas Casino

• Representative

10 years ago

Hi Martin,

As a responsible gaming company, necessary measures were taken to bar you from registering on our sites given you advised us of your gambling addiction. But by using different details to purposely bypass our security checks, you breached the agreement between you and the company. As per your statement, this has happened previously on other casinos as well. While no breach was committed on our end as confirmed by our ADR and as much as we understand your current plea, no refunds will be made. Thank you for your understanding on this matter.

fb_10153216259219135

• United Kingdom • 1 reviews

10 years ago

I have tried every avenue and no one is willing to help me. I keep getting passed from piller to post. Unless magical Vegas is willing to see where I am coming from and redeem themselves I have no where else to go! Thanks for letting me voice my complaint and to let everyone see what can happen in these circumstances.

Magical Vegas Casino Complaint Stats

Resolved 9 / 12

Avg. Amount $1,078

Avg. Complaint Duration 13 days

Avg. Response Time 2 days

Magical Vegas Casino Complaints

See all complaints for this casino

Accounts Locked, Refusing To Return Balances After Saying I Was Verified

This is against the entire Daub Group.

I have been treated shamefully and this group has caused me great stress and anxiety.

I signed up to their casinos in April. On April 17th I got an email saying I was verified after sent in bank statements, driving license, license selfie and card pics.

I began getting texts and emails to sign up at Aspers and Magical Vegas casinos. I did this. My accounts were then locked with over £1,200 in them and I was told I was not verified and was advised to send my bank statements through WHATSAPP!!! They claimed this was secure and the next day Whatsapp were hit by hackers and all data was compromised. I sent in three months worth of statements. These were rejected and I have been fobbed off when pointing out I have proof I was verified on April 17th (SEE ATTACHED EMAIL). I went on chat for a total of 3 hours explaining the situation and pointing out under UKGC LCCP they should not of let me deposit if I wasn't verified.

I have requested a total of 5 times now my accounts to be permanently closed, to have all my data destroyed under GDPR and never to be targeted by their marketing team again. I have requested all my balances to be returned to my card. This is my legal right and right under UKGC LCCP.

Thus far Magical Vegas and the daub group have ignored all of these requests and keep saying 'the account is under review'. They are breaching UKGC LCCP and their conduct is causing me stress and anxiety.

I would appreciate AskGamblers help with this. I do not want the hassle of filing court docs but I will if necessary.

Laura

Resolved

£1,200

Unjustified confiscation of £6,500

So here is my story! I found my self as "true hardcore gambler" and to be honest i lost a lot because of it but i always have a feeling inside that one day... and my day, my ticket to out of money problems come true... there was only one thing... i win 6,500 GBP put it on withdrawal. After

:On Thu, 11 Oct 2018, 14:13 DAUB Alderney, wrote:

Dear Martins,

Username: redefiner

Hope that this email finds you well!

I am sending this email to advise you that the withdrawal of ?6,500.63 has been successfully verified for processing.

However, I will require your identification documents to complete the verification of your play account as per the UK Gambling Policy. As such I would appreciate if you could provide us with the following documents to complete the verification:

- A copy of your Passport

- A copy of your Driver’s License

- Front of card ending 6024

Please ensure that only the first 6 and the last 4 digits are visible.

so i send my passport copy and bank card photo i don't have driving license at all so can't send it. NEVER before in my life have problems to verification my self with passport where age or personality can be checked...

On Thu, 11 Oct 2018, 17:54 DAUB Alderney (KYC), wrote:

Dear Martins,

Thank you for sending your document.

We are pleased to inform you the bank card has been accepted, however to complete the verification process we will require the below document:

A copy of your UK Driver’s License and personal ID card.

For any further assistance or information, feel free to contact us at your convenience via email or the Live Help Service.

Regards,

Carl

Security Team

i told them that i got only passport (should be enough to proof myself) . no replay no nothing. at work at break time i go on website and find out that my account is blocked (with ought any notice or email ore something) so i straight away seek with support teem

This is an automated email sent from the Live Chat Server - please DO NOT reply to this email. The following information is a log of your recent chat session. Please save the log for your records.

Your session ID for this incident is 1171985.

Time Details

10/12/2018 02:07:03PM Workflow sent message: "Please do not disclose full Credit/Debit Card Number over live chat under any circumstances."

10/12/2018 02:07:09PM Session Started with Agent (Dave)

10/12/2018 02:07:09PM Martins: "My Account"

10/12/2018 02:07:13PM Agent (Dave): "Hello, welcome to the support service. My name is Dave

How may I help you?"

10/12/2018 02:07:36PM Martins: "hi there i just try to log in and find out that my account has been blocked"

10/12/2018 02:07:53PM Martins: "for what reason?"

10/12/2018 02:08:12PM Agent (Dave): "Hello there"

10/12/2018 02:08:21PM Agent (Dave): "I will have a check for you"

10/12/2018 02:08:24PM Agent (Dave): "For security purposes, May you confirm your username, full name, date of birth, postcode and phone number please?"

10/12/2018 02:10:46PM Martins: < personal info removed >

10/12/2018 02:10:55PM Agent (Dave): "Thank You for confirming the details. Please bear with me a moment whilst i look into it."

10/12/2018 02:11:34PM Agent (Dave): "Thank You for waiting"

10/12/2018 02:11:48PM Agent (Dave): "I had a check on your account"

10/12/2018 02:12:04PM Agent (Dave): "And I can note that the verification of your account has not been completed"

10/12/2018 02:12:32PM Martins: "i haw send my card details and pasport"

10/12/2018 02:12:54PM Martins: "i dont have uk driving license or id card i got only pasport witch i provided"

10/12/2018 02:14:02PM Agent (Dave): "I am sorry to inform you that the verification of your account has not been successful, as such, you account has been closed"

10/12/2018 02:15:17PM Martins: "depending on what? i prowided information requested. also i am interested what is going to hapen with money i win and put it on withdrawal"

10/12/2018 02:17:33PM Agent (Dave): "Just give me a moment"

10/12/2018 02:17:39PM Agent (Dave): "I am looking into that"

10/12/2018 02:17:57PM Agent (Dave): "And I shall get back to you"

10/12/2018 02:18:08PM Martins: "ok"

10/12/2018 02:19:42PM Agent (Dave): "Thank You for waiting"

10/12/2018 02:19:47PM Agent (Dave): "I have check on that"

10/12/2018 02:20:18PM Agent (Dave): "Our security team will shortly get in touch with you to provide you with more information"

10/12/2018 02:20:51PM Martins: "i am at work at the moment"

10/12/2018 02:21:02PM Martins: "and my breake is nearly ower"

10/12/2018 02:21:09PM Agent (Dave): "They shall send you an email"

10/12/2018 02:21:23PM Martins: "ok tnx"

10/12/2018 02:21:32PM Agent (Dave): "You're welcome"

10/12/2018 02:21:39PM Agent (Dave): "Anything else I can assist you with for now?"

10/12/2018 02:21:44PM Martins: "no tnx"

10/12/2018 02:21:50PM Agent (Dave): "OKay"

10/12/2018 02:21:56PM Agent (Dave): "Have a good day ahead"

10/12/2018 02:22:42PM Session Ended

If you require further assistance, please visit the contact us / support section on our website.

and after i got email :

---------- Forwarded message ---------

From: DAUB Alderney (KYC)

Date: Fri, 12 Oct 2018, 16:01

Subject: Your Account

To:

Dear Martins,

redefiner/Martins Rinkis

This email is in relations to your Magical Vegas account bearing username ‘redefiner’

Your Magical Vegas Account has been reviewed by our Management Team

We are hereby informing you that further to verification made to your account, we have taken the decision to permanently terminate your membership with the site.

Under these circumstances we are applying with immediate effect our Reservation of Rights under clause 11.08 which states that “We reserve the right to close a player’s account and return funds on the account without reason.’

We are doing the needful to refund you the deposit amount of ?1310 to your Visa debit card ending 6024. Please allow 3-5 working days for the funds to reflect in your account.

Also note that all your other accounts on Daub Alderney Ltd have also been closed and you are advised to refrain from setting any new accounts on the sites that are owned or operated by Daub Alderney Ltd.

Any such accounts when located will be closed and monies in such accounts will be forfeited.

Thank you for your understanding and wishing you all the best for the future.

Please note that this matter is now considered closed and no further correspondence will be entered into.

Regards,

Security Team

i also got a video of that winning... so this is way how casino work? house owner always win? i am old enough to gamble , i am resident of UK (live here 8 years ) i am honest person and this is what i get unanswered questions and broken dreams..

Unresolved

£6,501

Withdrawals of £850 being postponed

On the 16th July I won £700 and then the 20th July I won £150. This is now the 8th August 2018 and I am still waiting for the winnings to be put into my bank. This wasn't a problem the week before when I withdrew £400 and it was in my bank within 5 days. Now they seem to be holding off. I have contacted them and they said the bank was holding up the payment. I contacted the bank and they said there is no payment. Then i contacted magical on the 6th and they said the payment was processed on wednesday the 1st August. I called them today and they said it should be there by 6pm. What is going on??? It has been 3 weeks since I won £700 and still no payments been made to my bank.

Resolved

£850

Still haven't received my winnings after 10 days

I won £1000.00 on Sunday 30th January and I'm still waiting 10 day's later with no payment.I have emailed them and been told it was sent to my account on the 30th January.I have read a lot of reviews and it seems to me that this happens a lot.They are quick enough to take your money i have got screen shots of my winnings and all the emails saying they have sent my money on the 30th 10 days is ridiculous and i won't be going back on this site again.

Resolved

£1,000

Delayed withdrawal payment

I won big on one of the slots on Monday 6th Nov and I chose to withdraw my money that day through paypal. The website states that there is a 36 hour pending period for withdrawals which I waited for. I received an email after 72 hours to say that the withdrawal was now processed but I needed to send Photo ID which would then add another 2 days to the withdrawal. I then emailed them on Friday 11th Nov and they got back to me saying the payment would reach my account on the following Monday. I made a smaller withdrawal on the 7th Nov and I received that on Friday the 11th so there should be no reason I shouldn't have received my original withdrawal. I feel they are just delaying the payment over and over.