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).
Please review this complaint and help me get this resolved.
Best regards,
Gubkibet
