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Magical Spin Casino - Refusing to pay winnings due to unethical practices

RESOLVED
Suella Australia
Posted on July 11, 2017.

I opened an account a few days ago with this casino the live chat staff are very polite and respectful. I made a few deposits and thought perhaps i was spending to much time gambling. So just a few hours later i sent an email to the casino stating: Hi my username is .......... Please close my account permanently as i have a gambling proble,..Thanks Sue. I then immediately rang the local gambling helpline to get help, they asked me many questions and their advice was....you are not a problem gambler, if you like slots, place limits that you can afford on your account, and treat it as fun. I immediately went and read their terms and conditions. Although their defence is that they take self exclusion seriously and i should have sought approval from finance to set limits (please refer to screen shots of their terms and conditions). I believe i followed their terms and conditions. So later that evening i went to live chat and explained that i sent the above email and if i could possibly set limits as I had spoken to a professional and they advised that it would be fine for me to place limits and i asked if that would be ok with the casino. The lady told me to send a letter to their finance department. I asked how long she thought it would take for finance to get back to me, she said we are quick with responses. She said how much limit do you want? I said 200 per month and she said 250 is the minimum I said that is fine. I then I asked are we all good now and she said yes. I thought great i will deposit and as i checked terms and conditions and yes its says support can add limits I also asked if the 250 includes the amounts i deposited earlier and was told no. Meanwhile, I sent my verification documentation to Finance. I kept playing the slots, by now i was up a fair bit considering i only deposited 20 euro. I didnt expect my paperwork to be verified immediately but i sent an email to finance to ask how long it usually takes for verification. The next morning I started playing, sometimes winning, sometimes losing from that same 20 deposit. That night i started playing again bringing my winnigs to well over 2000 euro. I withdrew most of my winnings and immediately went into chat to ask how long it normally takes to have my document papers verified. I was told something like why are you asking you asked for your account to be closed. Well i was shocked. I was asked why i didnt send an email to finance like i was asked to. I said because live chat set my limits and she said all was good to go. I was horrified. The original lady that set the limit came into chat and confirmed that she set the 250 limit Did they think i would risk depositing my money if i thought i would not be paid if i won? They are now not going to pay because they said i should have sent an email to finance.although i was told it was all good and also because I would have thought that my account would be closed immediately if it wasnt all good. The point is that their practices are questionable. I am sick to my stomach for being taken as a fool and this is the first time i have had to write a complaint about a casino and i have trusted and used a lot of your casinos here. Their practices are questionable as they knew about my original email as told in chat but still they kept my account open with me thinking all is good which is what i was told in chat. After being told i won't get my winnings i received an email to say withdrawal has been approved see attached confirmation email which was sent after all the issues above. I was excited but in fact i am not getting paid I think they thought i would understand that it would be a refund of the 20euro. Although they claim they take self exclusion seriously and i should have sought approval to set limits please refer to screen shots of their terms and conditions. Before all of the above i read very carefully their terms and conditions including their responsible gambling terms. I honestly believed that becasuse the limits were accepted in chat and my account still open and being told in chat all is good now so i went ahead and deposited. To my horror my account is still open and proof attached of real money being accepted via skrill tonight when i questioned this tonight in chat i was told ok we will close it if thats what you want. . Their terms and conditions on responsible gambling attached. Please, i seek your assistance in this matter. Thank you.

Posted on July 12, 2017.

Hello SUELLA,
We would like to clarify the situation because you forgotten to explain some very important details :

- On the july 5 you sent us an email to close your account due to gambling problem. You sent us the email during the night when finance service was closed (so they received the message the day after).
- Some hours after your request, you contacted the live tchat to cancel the closure of account and set up deposit limits on your account. You did not specify to the agent that you asked a closure of account du to gambling issue.
- The agent asked you to send an email to financ­[email protected]­agi­cal­spi­n.com (to ask the cancelation of the closure of the account and the set up of the limits) and to wait their answer before to deposit again. (see screenshots)
- On the same conversation you asked some details about the possibility of the limits and the agent answered you
- You asked to the agent if all was good and the agent answered you to send the email and wait the answer (see screenshots).
- You NEVER send the email so you did not cancel the closure of account and your account was under the process to closure,(it takes 1-2 days to be effective and if you make deposit in the meantime the deposits will be refunded).
- You made a deposit but your account was under the process to closure, and so your deposit has been refunded.

The problem SUELLA is you never send the email we asked you to send to cancel the closure of account you asked.
On another email you sent us you said :
“Laura did not say that the process of account was canceled but because she said all is good i honestly thought i can go ahead and deposit »
But Laura told you “all is ok but send the email before to deposit and wait for the answer”, so it was very clear and you did not send the email to ask to cancel the closure of account.

We are very sorry you did not understand what the agent told you but it is your responsibility, the agent explanations was very clear.
Regarding you account which was still open few days after : you asked us to don’t close it before the final answer and we specified you that if in the meantime you did deposits, the deposits would be refunded. So even you were able to make new deposits, we told you a lot of times on the tchat that all the deposits would be refunded (and we have screenshot as proof).

Best regards,

Suella Australia
Posted on July 13, 2017.

Thank you for your response. Is it my responsibility that i did not understand or should we be sharing the responsibily due to the English skills of the operator, given that this casino accepts English speaking customers? Please let me address your points:

You wrote: you asked us to don’t close it before the final answer and we specified you that if in the meantime you did deposits, the deposits would be refunded. So even you were able to make new deposits, we told you a lot of times on the tchat that all the deposits would be refunded (and we have screenshot as proof).
My response: Yes i asked that my account not be closed until such time that the casino decides on the outcome of the 2200 payment. Please note two days after i received the email that my withdrawal was successful (which should have read refund) i was still able to deposit 500 via skrill (see screen shot). I did not proceed with the deposit. So the casino's answer as stated in your reply above is: yes but we would refund it. Why would i deposit to have my deposits refunded? Does not make sense.

Now i will address your screen shot: Please note the sections in brackets are my responses.

ME: hi there, i sent an email earlier to self exclude however upon getting professional advice its better i place limits on my account so wondering if i can do the instead?

CASINO: Hi...... just send an email and wait the answer to financ­[email protected]m­agi­cal­spi­n.com

ME: to ask to set limits?

CASINO: yes, and also to cancel account closure request

ME: ok and does that normally take 7 days to take affect

CASINO: more earless ( i understood this to mean: it takes less time)

ME: do you think they can do it tonight as i have free time to deposit

CASINO: what is your deposit limit?

ME: I would like to place a limit of $300 per month

CASINO: ok once you reach that your account will be blocked until the next month ( The last 3 conversations on this chat confirms to me that i can now deposit until i reach my monthly limit)

ME: so its all good to go?

CASINO: all is ok, but send the email before to deposit again and wait for the answer. (this is a double confirmation as all is ok and i am given advice here by the casino to make sure i send finance a letter once i reach this months limit do be able to deposit again and to wait for their answer)

Cheers!

Posted on July 13, 2017.

Hello SUELLA,

I will repeat what I told you about your account whoch was still open few days after : you asked us to remain it opened until the end of the verifications and we accepted end told you that you were still not allowed to make new deposits and if you would do it the deposits would be refunded. So what was the risk for you ? Just to play for free ?

About your interpretation of the live tchat agent sentences : the agent asked you twice to send an email and wait for the answer so you could not think that we accepted to cancel your closure of account. You were aware that you had to send your request by email and wait the answer, you decided to not do it.

Best regards,

Suella Australia
Posted on July 13, 2017.

Thanks for your response

Please read my previous response. And again I repeat you kept my account open days after the verification. Days. Read your confirmation of payment email date then read the date I deposited both of these are on here on screen shots. 

Also it's amazing that your excuse of depositing and then refunding is acceptable. 

Please answer this straight forward question.  Why did this casino in it's first reply on here include my full name on it's screen shot. 
Thanks 

Posted on July 15, 2017.

Hello SUELLA,

Unfortunately, we explained you all the situation but you don't want to understand.

Best regards,

Suella Australia
Posted on July 16, 2017.

Hi - we are just going aound in circles and i am offended that you are accusing me of not being able to understand. Fyi we will be writing to Curacao regarding your licence, regarding your practices. Someone on my behalf will communicate with you to request various documents. So far the legal advice i have been given is that your screen shot is open to misinterpretation. We will also write to NETENT regarding privacy as you published some personal details on the web and when i questioned this, the casino completely avoided the question......see above. Thank you for providing all the above information in this thread.

Cheers!
.

AskGamblers
Posted on July 20, 2017.

AskGamblers Complaints Team requested additional evidence and information from the Magical Spin Casino team due to that fact we considered the information and proofs they presented so far as not justified enough to confirm the accusations against player.

AskGamblers
Posted on July 24, 2017.

Unfortunately, Magical Spin Casino team failed to provide enough solid and reasonable proofs that could justify their decision to confiscate legitimate winnings and that they acted according to standard responsible gaming policy. Therefore, AskGamblers Complaints Team have no other options, but to close the case as Unresolved and advise player that further assistance on the disputed issue could be requested from the relevant regulatory body. 

AskGamblers
Posted on March 16, 2018.

This complaint has been reopened due to the declared willingness on behalf of Magical Spin Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is reluctant to give these old cases one more chance for a successful resolution.

Posted on March 16, 2018.

We have thoroughly reviewed this issue and believe there was a misunderstanding due to some communications being conducted through so many channels in a very short period of time.

I fully respect the decision that was taken by Askgamblers, however I believe it was based on a language barrier and the lack of providing the correct evidences requested within the proper timeline of events.

The timeline with this player and the many communications via, chat, email, and forums made it difficult to keep the proper procedure in order with the player – in accordance with standard casino guidelines regarding such a serious issue.

1. The player did request via email and chat per above complaint that the player’s casino account be closed due to a gambling problem. The player was directed to gambling support links, following standard casino policy. The player stated in the Askgamblers complaint, they had spoken with addiction experts and that the group admins found no serious problem with the player’s gambling and spending behaviors. They did suggest to the player to set limits on the casino account.

2. Player then returned to chat via French support, and queried the chat agent regarding the setting of limits on the account. The chat agent specifically instructed the player not to deposit yet and to send an email requesting reversal of account closure from the account’s registered email address. The player never brought it to the chat agent’s attention that the account closure request was due to gambling addiction concerns.
3. The player, against all instructions, deposited within 3 hours of requesting the account be closed due to gambling addiction. Also, before sending the email requested by the chat agent regarding the purchase limits.

4. The account was closed within 24 hours and transaction refunded.

The original issue of gambling addiction left the casino with no option but to legally refund and close the account per self-exclusion guidelines.

I have forwarded all documentation and information regarding this timeline to Askgamblers for further review.

Thank you.
Levi Hogan
Communication Manager
Magical Spin Casino.

AskGamblers
Posted on March 17, 2018.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Magical Spin Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Magical Spin Casino.

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