Complaint #17 Slots Magic Casino

Non response re verification documents & cancelled withdrawal

By Reallyagain

8 years ago

I received an email asking me to upload my address verification document over the weekend. I was unable to do this so on Monday, i replied via email and attached a copy of the requested document and asked for confirmation of whether they needed anything else. Per th T&Cs on the website, they should accept verification documents via email as well as via upload. Despite two email chasers, i have yet to have a response.

In the meantime, i have tried to make a withdrawal on a couple of occasions. The latest withdrawal was for GBP 2,500. I have received emails from the site to say that my withdrawal have been cancelled, but with no explanation. Again, i requested confirmation of what else they needed but no response to these emails either.

Last night i was able to upload photos of my bank card, proof of address and proof of ID to the website. I received emails this morning confirming my bank card has been verified but the other documents could not be verified. No explanation was given for why these documents could not be verified. The proof of address was a bank statement dated within he last 3 months and the proof of id was a passport. Both were clear, colour and in cropped copies of the documents as requested in their T&Cs. I have emailed again to request confirmation of exactly what the issue is to i can resolve but given they have not responded on any of the other emails, I’m not holding out much hope.

I’m not sure whether their customer service is just terrible or whether they are behaving dishonourably but i would really like to have my withdrawal processed....

Disputed Casino Slots Magic Casino

Reason Verification issues

Amount £2500

Discussion

AskGamblers

• Support Team

8 years ago

Dear @Reallyagain,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Slots Magic Casino

• Representative

8 years ago

Thanks for your feedback. As i can see from your account everything was explained to you in a live chat on 7th and
your withdrawal was sent to you on the 8th so there was no acting dishonorably as you suggest. The rules we work under for our License are very strict and thorough and sometime it takes a bit longer now to process payments if the documents sent in are not 100%.

Anyway you should have your funds by now and congratulations on the win
Hope to see you back playing one day !

Team SlotsMagic

Slots Magic Casino Complaint Stats

Resolved 24 / 25

Avg. Amount $2,504

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Slots Magic Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 20 out of 20 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Slots Magic Casino Complaints

See all complaints for this casino

Unable to withdrawal money and poor customer service

Hi Askgamblers,

I deposit $5200 on April 6th, won few hands, total amount include winning is $13150. I did withdrawals for $5000, because the withdrawal limit per time is $5000. I have been asked upload ID, proof of address, approved in few hours, the first withdrawal that $5000 received. Second day, on April 7th, I have been asked additional document source of income, I uploaded right way, wait until now, April 12th, nothing update. I did online chat for many time, all bots, no live agent reply. Also, I can not withdrawal my funds.

Please check the attachment for screen shot that shows I have uploaded all the request documents.

Thanks

Resolved

$8,150

Winnings not credited and poor customer service

On the 28th December around 9.10pm.i was playing a game called fishing frenzy megaways,I landed a bonus, it paid 62 pound or around that figure I can't quite remember as the free spins hadn't finished, it booted me out of the game and when I reloaded the game my winnings were not credited.i contacted customer services to no avail I haven't received a response.ive waited and tried to contact them since the 29th but they just don't message you back and it's frustrating,I will leave pictures of the chat, however they did respond once to say I need to ask them the question that I already asked.

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£68

Delaying payment and not following their terms and agreements policy

Hi,

I have been trying to get my winnings withdrawn from here for about 6-8 weeks and still nothing. It's should of taken just 24hrs.

I sent the bank statements. I was asked to upload my bank account details plus also provide them with screen shots of my card and I still haven't received my winnings. The customer support is a joke, takes them 48-72hours to reply back. All I want is the winnings I'm entitled to as all I get back is it's being processed.

I have ask them to put it in my real balance as it states in their terms and conditions that after 30days it is returned to my real balance, but as you can see in screen shot it's still pending.

Please can I help me retrieve my winnings.

Resolved

£600

Delayed payment, no real agents attending the livechat service

Absolutely ridiculous and bizarre I have £700 in that account they have all my verification documents. They asked to speak to me but no humans are there EVER it’s just a bot. I can login and press a button once and a pop up displays saying they want to talk. So I go in and nobody is there. No support number Available on the site and no support email available on the site

I’d just like the money withdrawn to my account I don’t want to do business with a company that works in this. For all intents and purposes considering nobody is there without ask gamblers that money would be stuck forever. How these casinos operate this way I don’t know.

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£700

Delayed payment when its a larger sum

I am hoping that I can get some assistance. I've been trying to contact slots magic 48 hours now I have a considerable durable withdrawal amount that is still listed as pending when on their site it states that it only takes a couple of hours. My account is Fully verified I made a smaller withdrawal the day before which was processed within 3 hours I now have a considerable amount in my account that I would like to withdraw what I am unable to as it is but I am unable to as it is still pending. I have tried emailing them and I have had no response from my emails and I have tried talking to them through their chat bot which says it responds in a couple of minutes and I've been waiting 2 hours tonight to get a response so I am looking for some assistance if possible.

Resolved

£1,000

Pending withdrawal issues and delays

I won over £1000 in one spin on Friday 3rd February. I instantly requested a withdrawal.

I was asked to submit verification documents and did so immediately.

I got on 'live' chat and received a robot response stating it would take 12-48 hours to verify them, at this point this had already surpassed. I requested to speak to an agent who then said my docs hadn't been received at all!

I had confirmation that they had been verified and that my withdrawal would be processed within a few hours.

It's been 27 hours since I received confirmation that my documents had been approved - my withdrawal is STILL pending - eWallet so should be quick and easy.

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£1,000

Missing payout and non existing live chat

It is really easy to deposit money into the site and the gaming experience has been good. Unfortunately is seems to be a whole other story when it comes to cashing out. I have 10.000 EUR on my account and first challenge is the withdrawal limit of 5000 EUR, making it impossible to withdraw the full amount at once. I have now for two days been waiting for a payout but the withdrawal request is still just pending and is not even initiated. I am fully verified and has been providing relevant documents so everything should be okay. When I reach out through the liveChat function I receive no answer, it is the same story with email communication - No answer at all. It is stated in the terms that a payout normally is handled within a few hours, but after two days nothing has happened. I would like to withdraw my 10.000 EUR and is really disappointed on how this has been handled so far.

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€10,000

Casino is not paying me my money

Ima verified customer with slots magic however as stated on there site the withdrawal average time is 11 hours still 7 days later im waiting and dont seem to be getting anywhere ive emailed at least 50 times and i will get on average 1 reply every other day which just states we assure you that it is being dealt with but they wont give me a time frame like ive asked for surrly 7 days is more than enough time

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£280

Slots Magic declined my withdrawal 4 times

Slots Magic has declined my withdrawal for the 4th time. The only way they can transfer me my funds is via a bank transfer, which I’m okay with. However, when I process my withdrawal on their withdrawal page the only option is via credit card and I CAN’T CHOOSE BANK WIRE TRANSFER. I did contact them via chat and email and they are aware of this and asked me for my blanking details which I gave them to process the withdrawal. I’m attaching the email

I received from them which I did respond to and provided my 5-digit transit number. A few hours later my withdrawal was declined again and I have no idea at this point how to get them to send me my money via bank transfer.

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Do not process my withdrawal

12/17/2019 I put the amount for withdrawal. the day before, I sent them documents. they approved them. And from that moment no news from the casino. I tried to write in an online chat - but the support knows nothing concrete. Below I have attached screenshots from the mail and the site as well as correspondence with support.

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