Complaint #9
Slots Magic Casino
Offers bonus, then claims not to have done and then refuses to pay
9 years ago
On the 29th November 2016 I received an email from Slots Magic offering a few different bonuses as part of a Black Friday campaign. I have attached a screenshot of the offer. So I went ahead and deposited claiming the bonus. I was careful not to break any of their terms and conditions and lucky enough to win £2100.58 from a deposit of £100. Well at the time I thought I was lucky but it seems I was mistaken. After complying with all their requests for documents I received the following email on the 2nd of December:
Dear Ruby,
I am sending you this email in order to inform you of the following.
Please be advised that your withdrawal has been cancelled, winnings have been removed and last deposit was left in real balance as you have breached the following term:
In accordance with the privacy policy, we regularly send promotional emails with bonus offers. You are only eligible for the bonus if you received the email directly from us. You may unsubscribe from receiving promotions by contacting customer support. If We determine that a specific customer did not receive that particular promotion as an intended exclusive targeted recipient that this promotion was sent out to, we will not honour any payout requests from the customer, even if they have met the wagering criteria.
Shall you require any further assistance, please do not hesitate to contact me.
Kind Regards,
I responded to their email informing them that this was a mistake and attaching their email as proof. They said that their promotions team would get back to me. They got back in touch insisting that they never sent the email despite the attachment clearly showing that they had. The promotions team has clearly made an error (which happens) although they are not owning up to their mistake. So as a last resort I feel forced to publish the events at this and other gambling watchdog sites. I hope that this can be settled once and for all.
Dear Ruby,
I am sending you this email in order to inform you of the following.
Please be advised that your withdrawal has been cancelled, winnings have been removed and last deposit was left in real balance as you have breached the following term:
In accordance with the privacy policy, we regularly send promotional emails with bonus offers. You are only eligible for the bonus if you received the email directly from us. You may unsubscribe from receiving promotions by contacting customer support. If We determine that a specific customer did not receive that particular promotion as an intended exclusive targeted recipient that this promotion was sent out to, we will not honour any payout requests from the customer, even if they have met the wagering criteria.
Shall you require any further assistance, please do not hesitate to contact me.
Kind Regards,
I responded to their email informing them that this was a mistake and attaching their email as proof. They said that their promotions team would get back to me. They got back in touch insisting that they never sent the email despite the attachment clearly showing that they had. The promotions team has clearly made an error (which happens) although they are not owning up to their mistake. So as a last resort I feel forced to publish the events at this and other gambling watchdog sites. I hope that this can be settled once and for all.
Hi,
I have trawled through my emails, which I do not delete. There is no email from Slots Magic informing me of their decision to exclude me from promotions (I also checked spam). Although funnily enough there are plenty of emails inviting me to participate in promotions such as the attached example from January 16th. Can Slots Magic please provide the time and date that the exclusion email was sent out? Also, is it possible to let me know why I am receiving promotional emails if I have been excluded from them?
Even if Slots Magic had rescinded my right to participate in promotions, they have surely effectively withdrawn this by making a new offer to me anyway? Although this is not really relevant since I received no exclusion email in the first place.
On top of all this, as you can see from their initial email to me above, Slots Magic refused to pay my winnings because they claimed they had never sent me the bonus offer in the first place. It's strange that after I responded with a screenshot of the bonus offer in my inbox that they are now claiming that they don't want to pay me because I am excluded from promos. This seems inconsistent to me. Before bringing this dispute here I tried to reason with Slots Magic and they never told me "we aren't paying you because you're barred from promotions". They have changed their reason for not paying me half way through the dispute. I am happy to forward all my correspondence with them to ThePogg.
I don't think it's fair that I have to pay for what seems to be an internal error because if I had received this email from Slots Magic I would not have thrown my money away by depositing at their casino in the first place. I did not break any of their rules. I urge Slots Magic to take a closer look at their outbox, confirm whether the exclusion email went to the correct address and make this right so that we can all move on. Thanks.
I have trawled through my emails, which I do not delete. There is no email from Slots Magic informing me of their decision to exclude me from promotions (I also checked spam). Although funnily enough there are plenty of emails inviting me to participate in promotions such as the attached example from January 16th. Can Slots Magic please provide the time and date that the exclusion email was sent out? Also, is it possible to let me know why I am receiving promotional emails if I have been excluded from them?
Even if Slots Magic had rescinded my right to participate in promotions, they have surely effectively withdrawn this by making a new offer to me anyway? Although this is not really relevant since I received no exclusion email in the first place.
On top of all this, as you can see from their initial email to me above, Slots Magic refused to pay my winnings because they claimed they had never sent me the bonus offer in the first place. It's strange that after I responded with a screenshot of the bonus offer in my inbox that they are now claiming that they don't want to pay me because I am excluded from promos. This seems inconsistent to me. Before bringing this dispute here I tried to reason with Slots Magic and they never told me "we aren't paying you because you're barred from promotions". They have changed their reason for not paying me half way through the dispute. I am happy to forward all my correspondence with them to ThePogg.
I don't think it's fair that I have to pay for what seems to be an internal error because if I had received this email from Slots Magic I would not have thrown my money away by depositing at their casino in the first place. I did not break any of their rules. I urge Slots Magic to take a closer look at their outbox, confirm whether the exclusion email went to the correct address and make this right so that we can all move on. Thanks.
Slots Magic Casino Complaint Stats
Resolved
24 / 25
Avg. Amount
$2,504
Avg. Complaint Duration
6 days
Avg. Response Time
2 days
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