Queja #12 Magical Spin Casino

Waiting far too long for my payment

Por Natthawut M.

hace 8 años

Hi there,

I requested my second withdrawal from Magical Spin on 26th December. It was 600€ and there was no bonus involved. I played with my deposit. Until today the status on my withdrawal is still "pending". I wrote several emails, there were no answers. Talked to the chat twice on 29th December and they said they have notified the financial team and they will contact me. Well nothing is happening. I have no idea what is going on and as I said I have succesully withdrew once.

Casino en conflicto Magical Spin Casino

Motivo Pago retrasado

Cantidad €600

Discusión

AskGamblers

• Support Team

hace 8 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.

TheCologne

• Nordrhein-Westfalen

hace 8 años

I've got the payment today. Thank you everyone for the help.

TheCologne

• Nordrhein-Westfalen

hace 8 años

Hi Magical Spin,

I absolutely understand about the security thing but "Lack of Communication" is the problem here. You guys just left me hanging. I had to run around and look for the answer on my own, which shouldn't be happening. As I said, Support never answered my emails. Nobody notified me what was happening. I think if I had just ignored it and waited, so far my withdrawal may still stay pending.

@Askgamblers Team, please leave this case open. I will confirm again once the payment hits my bank account.

Thank you!

Magical Spin Casino

• Representative

hace 8 años

Dear Customer,

We would like to thank you for your comment and your interest to Magical Spin.

Please be informed that we are always doing everything possible to provide the best services and proper assistance.

I checked the case and you received several emails from the finance team before your complaint, when you write that finance team never answered you.

I saw also that your payment has been approved today and you will receive it in several days.

As the finance team ever explained you, please be informed that your payment was pending because of some verifications on your account.

Best regards,

Magical Spin Casino

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.
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,

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