Queja #141 Magical Spin Casino

Refund claim of €3,735 due violation of General terms and conditions

Por Pascal107

hace 3 años

Good day Dear Askgamblers Team,

I am contacting you about the Magicalspin Casino.I demand a refund in the amount of 3735€ from the Casino because I wrote them After my Registration that I want to set limits in this Casino because I'm gambling addicted. They ignored my Mail and so ignored my gambling addiction and therefore I was able to loose a lot of money.

I opened an account there on 25/04/2022 at 16:54 and wanted to set limits on the website to wager and to deposit. Since I have not found there the possibility of setting limits, or this was not given, I have sent directly after opening my account at 17:08 clock an email to the magicalspin support email that I want to set a deposit limit in the amount of 200 € and a wager limit of 450€ to limit my gaming behavior, because I suffer from gambling addiction and am afraid to gamble again high amounts. Since I had unfortunately always played uncontrollably in the past years,

This email remained unanswered and so far magicalspin has not commented on it. Then I was able to deposit and Play More then I wanted and my Account was still Open.

I then tried to contact customer service again a few times for the Limits and also for closing my Account. Again nothing happened.

I wrote them several Emails and also asked why they did not answer my Mails and i contacted the Casino More then 10 times via live Support. Every Time they said ‚Just send the Mail again we will take care‘. I waited then one week or More and nothing Happens. So I contacted the live Support again and again. I sent the email with my refund request again and again to the Casino but did not receive an answer until today.

So they ignore me and I don’t know why.

I then have requested a transaction history according dsgvo guidelines where the Casino has 30 days to send me my Personal Data and Transaction. Also without an answer.

After sending the Mail with the Limit I even waited some time before making the a deposit so that the casino still has time to set my desired limit. Again nothing happened.

However, this could have prevented an extremely high financial loss, which was also my intention with the limit setting.

By the non-intervention of the casino was thus negligently dealt with a known gambling addiction and I should never have gambled such a high amount.

I understand People who says ‚Then do not so many and high deposits and you will not loose money‘ but when you suffer from gambling addiction and you try your best to play responsible and the Casino ignores and obvious sickness with gambling addiction the Casino violates the official Regulation for prevention of gambling addiction. If the casino would have closed my Account I Never would have Lost this much Money. So I want a refund of the Money I deposit to magicalspin Casino.

Because they didn‘t answer my dsgvo Personal Data request I checked my withdrawals from my Bank Account and the sum was 3735€. I am demanding this money back from the Casino because of violation of it’s own general terms and conditions for the prevention of gambling addiction.

I also sent the Casino a Video where I login to my Mail Account and showed them the sent mail. This Video and all other Mails I Can send also to you as a Proof.

Thank you in advance for your help.

Casino en conflicto Magical Spin Casino

Motivo Violación de los términos del casino

Cantidad €3735

Discusión

AskGamblers

• Support Team

hace 3 años

Dear all,

We regret to inform you that despite all the AskGamblers Complaint Team requests, Magical Spin Casino management failed to provide reasonable justification and/or solid evidence which could prove the validity of the accusations against player.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

AskGamblers

• Support Team

hace 3 años

Dear @Player,

Rest assured that the AskGamblers Complaint Team is in contact with the Magical Spin Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Usuario inactivo

hace 3 años

Here are the two screenshots I mentioned.

Usuario inactivo

hace 3 años

Dear AskGamblers team,

thank you very much for taking up this case and being in contact with the casino.

I really hope that we can come to a mutually acceptable solution.

I don't know if it will help much, but I'm attaching again a screenshot of the email from another device, my Macbook.

I also screenshotted the metadata of the email once and am attaching that as well, maybe that will help.

Anyway, from my side I can 100% attest that this email was successfully sent to the casino.

I also hope that the player history provided by MagicalSpin Casino and my game history data will provide some insight that this is clearly uncontrolled gambling and I was not in control of my own actions partly based on the deposit history and the bet amount.

According to the German State Gambling Treaty, a deposit amount of more than €1000 within a short period of time is considered uncontrolled gambling. In my case, it was a significantly higher sum in just a few hours.

I hope that it can be shown that I cannot gamble in a controlled manner and that the email I sent to the casino regarding the gambling addiction also provides proof of this.

Dear MagicalSpin Casino Team,

I ask you here also to understand the player side and to be able to comprehend. Therefore, I very much hope for a concession on their part to be able to clarify the matter in this way and I do not have to intervene the legal way. Through this confirmed email I can clearly prove that you have violated the measures for the prevention of gambling addiction.

If you have any further questions, please do not hesitate to contact me.

Regards

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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