Complaint #42 Slots Magic Casino

Confiscating legitimate £18,000 winnings

By Shahidur R.

7 years ago

Message on forum

Good evening askgambler.. i am in a state of shokh,what was meant to be a happy winnings and happy days to come has been shattered just a few minutes ago when i recieved a very upsetting email from my vip manager that my legitamate winnings will be confiscated..

I joined here about a month ago and probably deposited about 14k,my verfication was all good and quick and i have confirmation,i have sent you a screen shot of my 2 withdraws that have been previously completed to my bank account.. i had about 23k winning and 4k i withdrawed .the 4k entered my account and i ended up losing the remaining balance about 2 weeks ago, i again reached the 10k mark then again lost it all playing..

But on the 16 th nov luck finnally came by way.. i still had the tail end on the 4k they completed to my account after losing about 3k. Slotmagic after seeing my heavy losses gave me a 400gbp cash bonus which is cyrystal clear from my vip manager as i told here i dont want any wagering as it disturbs my play and me withdrawing and told here to make this clear so we dont end up in the situation am in naw.

so yes to my good news she did make it clear on my email it is cash bounus with absolute no wagering ,and she also wished i hit the jackpot.. the email i have attached to confirm this..

I luckly to this day have a healthy balance of 18k and i withdrew 5k to my account on the 16th nov.i got all the conglatulations email from my vip and even was told to go on there live winners forum to make a video of my winnings.i have also numerous emails to confirm.my pending is on fast track and will be sent very soon they said. All of this i have clear evidence as i took screenshots as i was playing through out my time here.

Then suddenly about an hour ago i got a email saying my winnings will be removed..

Please askgambler will you kindly intervene in this matter as i am geniuin law abiding person who had alot of losses here and finnally when my luck arrives they naw want to remove it.

Dear askgambler this is a very blatant and obvious case on your hands to see and please i ask you to kindly to ask slotmagic not to take this path by making throwing one of there vip costumers in to a dark hole.i dont deserve this as my winnings was all fair and with honesty and with good character id like to resolve this as this goes beyound a gambling right violation but more human rights, i hope askgambler you can keep your high status in regards to this matter as i mediater as million of people world wide will be hoping for a fair outcome.

Disputed Casino Slots Magic Casino

Reason Declined payment

Amount £6000

Discussion

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Slots Magic Casino where it is clearly displayed that they have duly informed the player via email, that standard bonus terms applied for the bonus in question.

If you receive free money (no deposit bonus/refer a friend bonus/registration bonus etc’) or free spins winnings, unless stated otherwise the maximum amount that you can win or withdraw from it is €100 or two times the bonus amount. The larger amount of the two will be applied. Any winnings greater than the applied amount, including winnings subsequently won from with that money even after any deposit, will be removed from your account. In addition, no winnings accrued in connection with any Free Bonus may be withdrawn until the wagering requirements have been met.

In addition, the player should have been paid 800GBP according to the term above, but in a gesture of a goodwill, Slots Magic Casino paid the player even more.

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body.

AskGamblers

• Support Team

7 years ago

Dear Slots Magic Casino,

Thank you for your response regarding this complaint. To resolve this complaint successfully, can you please provide evidence that can backup your statement. Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or send to the third party. Please send required information directly to support@askgamblers.com.

Thank you for your cooperation.

Repent

• United Kingdom • 1 reviews

7 years ago

Sorry askgambler but i have uploaded the video testimoni and link they sent me to go on there winners forum all clear for all to see, but i cant see it on my last message i submitted.. i have bt the way sent you the file that was sent after my big win. Please note this was not just a congratulation email but a video link sent to me by slotmagic vip to go on there winner forum.. thankyou

Repent

• United Kingdom • 1 reviews

7 years ago

This goes beyond just congratulating me..

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 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

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Winnings not credited and poor customer service

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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.

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£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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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.

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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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Missing payout and non existing live chat

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Casino is not paying me my money

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£280

Slots Magic declined my withdrawal 4 times

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