Withdrawal blocked verified account
Hello,
I am filing a complaint regarding my blocked withdrawal of CAD 5,510.89 at MagicianBet Casino.
Facts:
My account was KYC-verified via Sumsub. On September 15, the casino confirmed in writing: "your account has now been successfully verified. No further documents are required at this time."
I completed two successful withdrawals to the same Interac account (CAD 59.15 on Sept 14, CAD 1,496 on Sept 15 — the latter AFTER the verification confirmation).
On September 17, the casino requested an additional video identification (face + full name + date + government ID), citing an "AML risk review". I sent the video the same day at 8:26 AM EST by email, as instructed (file: KYC-MAGICIANBET.mp4). I followed up twice the same day; I received only automatic replies, never a human confirmation of receipt.
On September 19, the casino informed me my account and gameplay are "under review by our Risk and Fraud Department" and my account was blocked. Since then, every withdrawal attempt — any amount — is automatically cancelled within minutes; it never reaches "pending" status.
On September 19, I sent a formal written request (receipt of video, T&C provision applied, reason for auto-cancellation, ETA, case reference) asking for a reply within 48 hours. As of September 21, no substantive response has been received.
Their own Terms state (5.1) withdrawals are processed "often within 20 minutes" and (5.16) players may withdraw "at any time, subject to standard account verification" — verification I had already completed.
What I expect: release of my CAD 5,510.89 withdrawal to my verified Interac account, or a written, specific reason with the exact T&C provision applied.
Evidence attached: verification confirmation (Sept 15), video request (Sept 17), proof of video sending with attachment, my two follow-ups + auto-replies, account-blocked email (Sept 19), my formal request (Sept 19), both approved withdrawals, screenshots of auto-cancelled withdrawals and T&C 5.1/5.16.
As I can not upload videos here directly, let me know how to process and I will provide you necessary evidences, including deposits/withdrawals balances.
