Queja #62 Magical Spin Casino

Blocked my account with unjustified accusations

Por Giedre M.

hace 6 años

I requested a withdrawal of 750eur. from magicalspin on July 17th. The next day I received an email from them saying: Following an audit of your player account, it appeared a similarity of IP address in several accounts players, including yours: [email protected].

I replied to them explaining that I have only one account with magicalspin and I am sure that nobody can have used my IP to open any other accounts. However, I did not receive any reply from them. I am attaching the screenshots of the email I received from them as well as my reply to them. At this point I do not know what else I can do as they are not communicating with me.

Casino en conflicto Magical Spin Casino

Motivo Cierre de cuenta

Cantidad €750

Discusión

AskGamblers

• Support Team

hace 6 años

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

giemasa

• Lituania

hace 6 años

Sorry for the late response. The account has been reopened and I have received my 750 eur withdrawal.
Thank you for the help Askgamblers

AskGamblers

• Support Team

hace 6 años

Dear @giemasa,

Please confirm if the issue has been resolved. Be in aware 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Magical Spin Casino

• Representative

hace 6 años

Hi GIEMASA,

And thank you Askgamblers, I do apologize for this late response due to technical issues on my side.

Giemasa, Your account is open and verified according to risk management and ready for withdrawal. Your funds are in your balance and will be processed right after you make your withdrawal.

We congratulate you on your win and wish you much more success at the casino.

Levi H
Communications Manager

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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Hello,

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.
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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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