Queja #69 Magical Spin Casino

Account blocked and withdrawal refused

Por Samuel V.

hace 6 años

On 10th September, I saw my account blocked and received an email saying "Following an audit of your player account, it appeared a similarity of IP address in several accounts players, including yours: [my e-mail/username]" and invoked the Terms and Conditions (2.1).

Since that moment we have exchanged some emails, which I send screenshots attached. I explained that I don't have any other account and that I started a new job outside of my country (because they reply that on 2sd September I "the IP and the computer are not the same as usual". As far as I understood that session was the reason to block my account.

I provided evidences that state my current situation and offered myself to explain anything they need or to send them what they need to check the true. But I have no answer since September 23rd. When I go to live chat support they say I have to wait for Finance.

My account is still blocked. My last deposit was in August and I was not playing with any bonus. My balance was 1.500€ and before of this issue I had a pending withdrawal in the amount of 750€.

Casino en conflicto Magical Spin Casino

Motivo Violación de los términos del casino

Cantidad €1500

Discusión

AskGamblers

• Support Team

hace 6 años

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 regulatory body.

SamuelVilela

• Portugal

hace 6 años

I have already sent an email to the askgamblers support: reference #76145.

Magical Spin Casino

• Representative

hace 6 años

Hi Askgamblers,

We have forwarded the explanation on the issue along with evidences as requested.

Levi Hogan
Communications manager
Magical Spin Casino

SamuelVilela

• Portugal

hace 6 años

I must add that on 2nd September I got the impression that my balance was not correct and I exposed that to your support! Please, before blamed me for something I didn't do, check what error can happen on your platform for this to happen. I did not cancel the withdrawal, nor did I play on day 2nd September. I only access the account, from an IP outside of the country to check the withdrawal - that was canceled - reason why I placed a new order, after go to live support.

Thanks in advance

Estadísticas de quejas de Magical Spin Casino

Resueltas 39 / 42

Cantidad promedio $1,891

Duración media de quejas 7 días

Tiempo de respuesta promedio 2 días

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Magicalspin recently closed in my country, and I received an Email saying that my withdrawal that is in process, and all of my casino balance would be sent to me in the usual timeframe. The problem is, I did the withdrawal on the 23rd of December, and still haven't received my winnings. I had 2500 left on the casino (+600 withdrawal), and they send on the 31st of December that they will send it to me, but since then, they have stopped replying to emails.
Any help would be appreciated.
Regards

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I have attached the emails as proof.

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Hello @AskGamblers,

I've had a terrible experience with the Magical Spin casino.

I've had a pending withdrawal since 11.08.2023 after I completed a wager of 7500 EUR and decided to withdraw my winnings of 2000 EUR. I've reviewed all their policies and there's no written processing time frame for withdrawals. I've followed all rules and have not gone over the maximum bet of 7.5 EUR.

The chat support is not helpful, they only said to contact [email protected]. I've done this for the past week (several times). They do not reply at all. The chat said on Tuesday that the payment will be processed this week. But it was cancelled yesterday, without even notifying me why it is cancelled, is there any issue or what is the case?

The funds are credited back and now the chat support says next week the processing will happen but they cannot confirm anything and to contact the Finance department again. I've done this but they don't reply and do not provide any specific processing time frame. So the payment is again pending without any idea when it will be processed.

This is a horrible experience as you don't get any answer. The chat is referring you to a non-responsive mailbox. I've sent several emails over the past week. My experience with other casinos (who process payments during working days) is that you won't wait more than 2-3 days to get a payment, or if it is more (technical issue, verification issue etc.) they will provide any solid explanation and give a proper time-frame. Here, this is not the case. May payment was pending for 6 calendar days and just got cancelled without any information - no email, no message, nothing. If I did not log in to check, I would have no idea. My account has already been verified but I contacted the Verification team on 11.08.2023 just to make sure it is fine and the payment is not pending for additional verification. I've not heard anything back from them as well since last Friday.

I am a patient person but haven't heard anything from the team processing the payments, no solid information on their site (policies) regarding processing time-frames, which is what makes me raise this complaint. As my winnings are basically locked on their site and they do not help in any way to understand what I could expect and when. I've attached files confirming the cancelled payments (with no notification), the new ones, payment history etc. (private).

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Best regards,

Gubkibet

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