Magical Vegas Casino

Magical Vegas Casino - Unjustified confiscation of £6,500

£1200

So here is my story! I found my self as "true hardcore gambler" and to be honest i lost a lot because of it but i always have a feeling inside that one day... and my day, my ticket to out of money problems come true... there was only one thing... i win 6,500 GBP put it on withdrawal. After

:On Thu, 11 Oct 2018, 14:13 DAUB Alderney, wrote:

Dear Martins,

Username: redefiner

Hope that this email finds you well!

I am sending this email to advise you that the withdrawal of ?6,500.63 has been successfully verified for processing.

However, I will require your identification documents to complete the verification of your play account as per the UK Gambling Policy. As such I would appreciate if you could provide us with the following documents to complete the verification:

- A copy of your Passport

- A copy of your Driver’s License

- Front of card ending 6024

Please ensure that only the first 6 and the last 4 digits are visible.

so i send my passport copy and bank card photo i don't have driving license at all so can't send it. NEVER before in my life have problems to verification my self with passport where age or personality can be checked...

On Thu, 11 Oct 2018, 17:54 DAUB Alderney (KYC), wrote:

Dear Martins,

Thank you for sending your document.

We are pleased to inform you the bank card has been accepted, however to complete the verification process we will require the below document:

A copy of your UK Driver’s License and personal ID card.

For any further assistance or information, feel free to contact us at your convenience via email or the Live Help Service.

Regards,

Carl

Security Team

i told them that i got only passport (should be enough to proof myself) . no replay no nothing. at work at break time i go on website and find out that my account is blocked (with ought any notice or email ore something) so i straight away seek with support teem

This is an automated email sent from the Live Chat Server - please DO NOT reply to this email. The following information is a log of your recent chat session. Please save the log for your records.

Your session ID for this incident is 1171985.

Time Details

10/12/2018 02:07:03PM Workflow sent message: "Please do not disclose full Credit/Debit Card Number over live chat under any circumstances."

10/12/2018 02:07:09PM Session Started with Agent (Dave)

10/12/2018 02:07:09PM Martins: "My Account"

10/12/2018 02:07:13PM Agent (Dave): "Hello, welcome to the support service. My name is Dave

How may I help you?"

10/12/2018 02:07:36PM Martins: "hi there i just try to log in and find out that my account has been blocked"

10/12/2018 02:07:53PM Martins: "for what reason?"

10/12/2018 02:08:12PM Agent (Dave): "Hello there"

10/12/2018 02:08:21PM Agent (Dave): "I will have a check for you"

10/12/2018 02:08:24PM Agent (Dave): "For security purposes, May you confirm your username, full name, date of birth, postcode and phone number please?"

10/12/2018 02:10:46PM Martins: < personal info removed >

10/12/2018 02:10:55PM Agent (Dave): "Thank You for confirming the details. Please bear with me a moment whilst i look into it."

10/12/2018 02:11:34PM Agent (Dave): "Thank You for waiting"

10/12/2018 02:11:48PM Agent (Dave): "I had a check on your account"

10/12/2018 02:12:04PM Agent (Dave): "And I can note that the verification of your account has not been completed"

10/12/2018 02:12:32PM Martins: "i haw send my card details and pasport"

10/12/2018 02:12:54PM Martins: "i dont have uk driving license or id card i got only pasport witch i provided"

10/12/2018 02:14:02PM Agent (Dave): "I am sorry to inform you that the verification of your account has not been successful, as such, you account has been closed"

10/12/2018 02:15:17PM Martins: "depending on what? i prowided information requested. also i am interested what is going to hapen with money i win and put it on withdrawal"

10/12/2018 02:17:33PM Agent (Dave): "Just give me a moment"

10/12/2018 02:17:39PM Agent (Dave): "I am looking into that"

10/12/2018 02:17:57PM Agent (Dave): "And I shall get back to you"

10/12/2018 02:18:08PM Martins: "ok"

10/12/2018 02:19:42PM Agent (Dave): "Thank You for waiting"

10/12/2018 02:19:47PM Agent (Dave): "I have check on that"

10/12/2018 02:20:18PM Agent (Dave): "Our security team will shortly get in touch with you to provide you with more information"

10/12/2018 02:20:51PM Martins: "i am at work at the moment"

10/12/2018 02:21:02PM Martins: "and my breake is nearly ower"

10/12/2018 02:21:09PM Agent (Dave): "They shall send you an email"

10/12/2018 02:21:23PM Martins: "ok tnx"

10/12/2018 02:21:32PM Agent (Dave): "You're welcome"

10/12/2018 02:21:39PM Agent (Dave): "Anything else I can assist you with for now?"

10/12/2018 02:21:44PM Martins: "no tnx"

10/12/2018 02:21:50PM Agent (Dave): "OKay"

10/12/2018 02:21:56PM Agent (Dave): "Have a good day ahead"

10/12/2018 02:22:42PM Session Ended

If you require further assistance, please visit the contact us / support section on our website.

and after i got email :

---------- Forwarded message ---------

From: DAUB Alderney (KYC)

Date: Fri, 12 Oct 2018, 16:01

Subject: Your Account

To:

Dear Martins,

redefiner/Martins Rinkis

This email is in relations to your Magical Vegas account bearing username ‘redefiner’

Your Magical Vegas Account has been reviewed by our Management Team

We are hereby informing you that further to verification made to your account, we have taken the decision to permanently terminate your membership with the site.

Under these circumstances we are applying with immediate effect our Reservation of Rights under clause 11.08 which states that “We reserve the right to close a player’s account and return funds on the account without reason.’

We are doing the needful to refund you the deposit amount of ?1310 to your Visa debit card ending 6024. Please allow 3-5 working days for the funds to reflect in your account.

Also note that all your other accounts on Daub Alderney Ltd have also been closed and you are advised to refrain from setting any new accounts on the sites that are owned or operated by Daub Alderney Ltd.

Any such accounts when located will be closed and monies in such accounts will be forfeited.

Thank you for your understanding and wishing you all the best for the future.

Please note that this matter is now considered closed and no further correspondence will be entered into.

Regards,

Security Team

i also got a video of that winning... so this is way how casino work? house owner always win? i am old enough to gamble , i am resident of UK (live here 8 years ) i am honest person and this is what i get unanswered questions and broken dreams..

Unresolved

£6500.63

Magical Vegas Casino - Withdrawals of £850 being postponed

On the 16th July I won £700 and then the 20th July I won £150. This is now the 8th August 2018 and I am still waiting for the winnings to be put into my bank. This wasn't a problem the week before when I withdrew £400 and it was in my bank within 5 days. Now they seem to be holding off. I have contacted them and they said the bank was holding up the payment. I contacted the bank and they said there is no payment. Then i contacted magical on the 6th and they said the payment was processed on wednesday the 1st August. I called them today and they said it should be there by 6pm. What is going on??? It has been 3 weeks since I won £700 and still no payments been made to my bank.

Magical Vegas Casino - Still haven't received my winnings after 10 days

£850

I won £1000.00 on Sunday 30th January and I'm still waiting 10 day's later with no payment.I have emailed them and been told it was sent to my account on the 30th January.I have read a lot of reviews and it seems to me that this happens a lot.They are quick enough to take your money i have got screen shots of my winnings and all the emails saying they have sent my money on the 30th 10 days is ridiculous and i won't be going back on this site again.

Magical Vegas Casino - Delayed withdrawal payment

£1000

I won big on one of the slots on Monday 6th Nov and I chose to withdraw my money that day through paypal. The website states that there is a 36 hour pending period for withdrawals which I waited for. I received an email after 72 hours to say that the withdrawal was now processed but I needed to send Photo ID which would then add another 2 days to the withdrawal. I then emailed them on Friday 11th Nov and they got back to me saying the payment would reach my account on the following Monday. I made a smaller withdrawal on the 7th Nov and I received that on Friday the 11th so there should be no reason I shouldn't have received my original withdrawal. I feel they are just delaying the payment over and over.

Magical Vegas Casino - Refused to pay legitimate winnings!

Woah well where do i start... i complained about this casino before silly me for giving it another go right? well i felt it was due to a third party that led me to complain the first time however this time it is all on them. I used a 150% bonus with 25 free spins there was no maximum cashout conversion listed all there other promotions usually state maximum cashout. I have attached 2 pictures one from the 150% bonus stating no maximum cashout and there normal maximum cashout emails so you can see. so was going fine then a hit a random 1000x monster out of nowhere got pretty excited by this point and as there netent wagers don't show up i contacted chat to ask my remaining wager this when i asked about maximum cashout was told $500 (as seen in picture) i thought oh good nice cashout for once. Then today on the 9th Aug 2016 i checked banking on there site and see - $450 i was like what? this is when i was told maximum was 50... and they don't seem to want to do anything about it there was no indication of $50 been the max at all.. in any of there terms... Help please?

Magical Vegas Casino - Stalling my payment

$50

I am sad to say this is my first experience with a casino that hasn't been a good one (registered at all over 20 + casinos) I managed to cashout on at least 7-8 of these casinos with no problem or very minor problems now here comes magical vegas.. I requested a withdraw on the 25th June 2016 was told that there is a 36 hour pending period that was fine... then was told on the 3rd july (with it been 9 days i was pretty suspicious already at this point) that payment was cleared and sent to my bank 9 days went by thought id contact the bank just to make sure no hold up was told there is no such payment ever issued or on its way. Contact Magicalvegas again was told they now need to phone me no matter what for "verification" so I let them needless to say they was rune arrogant and saying its my banks fault and i should take it up with them which is complete lies as i have used my bank many times. the deposit was tiny i don't really mind losing that but its the principle i don't want others playing here and the same thing happening

Magical Vegas Casino - Getting the runaround with account closure

$200

I would like to submit a complaint about magical vegas casino and their constant dileberate delay, ackward and dismissive attitude when requesting the closure of my account. I have requested on 3 separate occasions my account to be closed. the first request was made around 2 months ago via their live chat option on request of closure I was told that I had a cash back amount due to be credited to my account and it would be a shame to leave at that moment I was offered 20 free spins and that was that. I wasn't given any advice on how to close my account and the operator was dismissive to my request even though I expressed I wanted a closure. on the second occasion again over live chat I requested closure once again to be asked why how what when and then told by the operator he actually couldnt carry out my request as he was not authorised to do so he asked me to contact customer support and request the closure through them.which states that is indeed the number you call for requesting closures or temporary breaks. yet again I was told by the person on the other end of the call in customer he could not carry out my request. I began to get quite agitated and stated again I just wanted my account closed he refused saying he was unable to perform my request. I was extremely dissatisfied with this situation and promised myself I would never go on the site again, but after a few days I received yet another call from magical vegas stating I had a 20 pound bonus waiting in my account, in the attempt to tempt me back, which obviously being a gambler given freebies happened and led to massive deposits being placed there after they had duped me back when all I wanted to do was leave the site as I had requested. on the third occasion I decided to approach customer support directly on the phone via the number on the terms and conditions and sure enough yet again I was told he was not able to carry out my request I was puzzled why this was seeing as this was customer support and the correct number as stated but he assured me he would email customer support which I was already talking to to call me and carry out the closure within 72 hours. I did receive a call from magical vegas but it was to inform me how lucky I was to have been chosen to enter the chance to win a trip to mexico all I had to do is you've guessed keep depositing and playing. not one mention of closing my account. I was so taken aback I was actually in shock about the cheek they actually had and what lengths they would go to to keep you on there side. it has now been over 72 hours and no phone call I have sent customer support an email today outlining my concerns and still no reply. my account still remains active. I have requested that I be refunded all the money I have deposited as a result of them not closing my account when first requested. I believe magical vegas have and still are knowingly and dileberately delaying and making it impossible for me to close my account even though it states this can be requested with immediate effect and they must be aware upon looking at my account activity I clearly have a problem. this is irresponsible and a breach of their terms and conditions it clearly states you can close or temporarily close your account anytime via live chat email or calling customer support everytime I have requested this and still nothing has been done I have used all 3 ways as stated in their terms and conditions and still nothing. I believe I have attempted on 3 separate occasions to be responsible by way of requesting closure as I felt my spending was getting out of hand yet magical vegas have remained irresponsible and used tatics by way of bonuses free spins and promotions to keep me spending money and excessive amounts of money because they know exactly that is what I would do. players accounts must be monitored and they must be able to see irratic spending behaviour and they will most definitely be aware of this activity. in my opinion that is grossly unfair and a very dirty and crafty way to run a business to be totally dismissive of my requests and make it impossible to close my account is disgusting. if they would of closed my account when I originally asked I would not of spent anymore money because I wouldn't of been physically able to they have used my vunerability and weakness for their gain and that is illegal. they have plied me with offers and bonuses knowing I would just keep spending once that was lost I'm disgusted. I'm disgusted that they would allow this and I am disgusted that they are more than happy to add fuel to the fire with someone that is clearly trying to make steps to rectify their habit it is wrong on every level. thankyou

Magical Vegas Casino - Account closed and money confiscated without valid reason

Opened an account, deposited 100 Euros and accepted the bonus off of 100% match. Played for around 15 minutes and account was then locked out. Spoke with casino who said that I had previously self excluded from a casino called spin to win as I felt my gambling was getting out of control. Feeling more under control I opened an account with Magical Vegas but as stated they have closed my account and withheld about 160 euros stating that I had breached their terms, I still had to play through the funds I had deposited. I have never had an account with Magical Vegas before and used made no attempt to hide my identity as I had no reason to. They are stating that I used different details to open this account and have point blank refused to return my deposit. I have got no idea if these casinos are connected but if indeed they are then I should never have been allowed to open an account. It's not as if I lost the money and complained, they just took my money and closed the account. This is not right

Unresolved

€100

Magical Vegas - Self-exclusion

Dear Sir/Madam I had an account with there sister site spin and win in 2012. Due to over gaming it became apparent to me to slow down and quit gambling for a while. I stupidly decided to join magical Vegas one night, at this point, once I entered my details ie. Same Name, same DOB same user name as I always use (martinb17) same email but I accidentally missed a letter out. There was no way I was trying to pretend to be someone else because I know how this works, everything is verified etc. But still i was aloud to open a new account. Surely this should be enough to stop the player from opening up the account and depositing £780 in 7 different transactions. Now I know it is not all up to the casino and I am trying my best to stay on the straight and narrow, but please bear in mind we are talking 3 years later with the same details and they still opened up a new account for me. When I went onto live chat to ask why it was not blocked they advised "it would of been found out eventually" and then advised I asked if I had withdrawal what would of happen and I was referred to the Claus stating any funds winnings and deposits will be forfeited. They are telling me I tried to be someone else but I 100% wasn't I am just a very stupid gambling addict. But if I was trying to be someone else why would they link my account to the spin and win account. There has to be a problem in there somewhere. I am under no illusion I am partly at fault but feel the casino (magical Vegas) are at a win win situation and have not got £780 of my money and I had a 0 % chance of winning on. I would like to see if they are able to refund my deposit but they keep rejecting my complaints. Can anyone help at all? Thanks

Unresolved

Complaint Statistics

Resolved 9

Avg. Amount $ 1,078

Avg. Complaint Duration 13 days

Avg. Response Time 2 days

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5.7/10 ● 32 reviews

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Magical Vegas Casino 9 years ago

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NEVER take a bonus offer/free spins from them when you do the bonuses never expire and become expired and when they do you have to wager through dread bonuses once depositing as Cash without taking a bonus offer. Regardless of having 0£ bonus balance soon you hit spin it magically turns to Bonus funds and the bonus is reactive in your account so you have to play through x50 or x35 of playing... and then to have it all taken away what they call max cashout 5£ when you freshly deposited.

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Hi Mickeymick, Greetings from Magical Vegas. We are sorry to hear about your latest experience on our Live Help Service and in order to investigate this matter, we would appreciate if you could provide us with your play account details such as ‘’username’’. Further to your correspondence, you mentioned that you never claimed any bonuses with us. Hence, we will seize this opportunity to inform you that our system is designed in a way whereby real money wager will credit any generated winnings into real cash. As such, based on the description of the event which took place on your account, we may believe that you were playing with bonus money. MagicalVegas.com promotes fair gaming and transparency on our offers and we do stipulate all the Terms and Conditions associated to all our offers. Thus, it is likely that you have completed the wagering requirement of the bonus offer with which you were playing and upon completion of the wagering requirement a maximum of £5 were credited into your cash balance. It is a shame that you decided to cancel your membership with us, however if you do re-consider your decision, we will suggest you to opt out from bonuses which will allow you to play freely without any restrictions in the situation where winnings are generated. We hope that the above has cleared out any misunderstanding. Additionally, we will invite you to contact our Support Desk which is available 24/7 for further clarification. Wishing you best of luck in your future endeavours. Best regards, Magical Vegas Team

Magical Vegas Casino 9 years ago

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Magical Vegas Casino 9 years ago

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VIP is a total scam. Worked up to Ruby and got less offers and promotions than I did when I was a basic player. To benefit from a bonus at Ruby you have to deposit £50 or more at a time.

VIP customer support is a joke. Takes days to get back to you with rushed basic responses avoiding giving proper answers.
Trip to Vegas draw was never announced on the site as it should have been.
VIP page got taken down so you don't know what you get for levels anymore, been saying they are changing it for 3 months now.

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Would not recommend based on the good selection of games as many others have the same. Disappointing.

Hi Steveor, Our VIP offerings are designed to reward larger deposits sizes as we find that the majority of our VIP players deposit in these larger amounts. The trip to Vegas draw was won and the winner specified that she did not want her win advertised on the site, which of course we duly respected as player privacy is a priority for us at Magical Vegas. Extra bonuses are based on a player’s account activity and so the more you play at Magical Vegas, the bonuses you can come to expect and enjoy. Rest assured that the new VIP page whilst under construction, is close to completion. All of our games are fully regulated by the Gambling Commission, the details of which you can find here: https://www.gamblingcontrol.org/

Magical Vegas Casino 9 years ago

fb_10153216259219135

3/10

Game choice. And easy access via mobile/iPad. Live chat facility which is great compared to other casinos.

Customer Service. I had an account with there sister site Spin and Win in 2012. Due to over gaming it became apparent to me to slow down and quit gambling for a while.

I stupidly decided to join Magical Vegas one night, at this point, once I entered my details ie. Same Name, same DOB same user name as I always use (martinb17) same email but I accidentally missed a letter out. There was no way I was trying to pretend to be someone else because I know how this works, everything is verified etc. But still i was aloud to open a new account. Surely this should be enough to stop the player from opening up the account and depositing £780 in 7 different transactions.

Now I know it is not all up to the casino and I am trying my best to stay on the straight and narrow, but please bear in mind we are talking 3 years later with the same details and they still opened up a new account for me.

When I went onto live chat to ask why it was not blocked they advised "it would of been found out eventually" and then advised I asked if I had withdrawal what would of happen and I was referred to the Claus stating any funds winnings and deposits will be forfeited. They are telling me I tried to be someone else but I 100% wasn't I am just a very stupid gambling addict.

I am under no illusion I am partly at fault but feel the casino (magical Vegas) are at a win win situation and have not got £780 of my money and I had a 0 % chance of winning on.

I would like to see if they are able to refund my deposit but they keep rejecting my complaints. Can anyone help at all? Thanks

Hi Martin, As a responsible gaming company, we make it our duty to have measures in place so as to protect our players. Our Terms and Conditions as well as our Responsible Gaming page are available within a few clicks with a clear purpose of encouraging our players to be aware of the conditions attached to their registration as well as to gamble responsibly. In addition, we also support the work of Gamcare which is the national resource for gambling related problems. The matter relating to your account has been previously dealt with the Alderney Gambling Control Commission (AGCC) and should you have questions or concerns, we would kindly refer you to contact AGCC directly by clicking this link: https://www.gamblingcontrol.org/.

Magical Vegas Casino 10 years ago

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The fact that I won and didn't get paid out what I should've been. They sent game away and said it was a fault and nothing they can do. Blatant robbing of the public. Quick to take money but not quick to own up when there wrong. THIEFS

Hi Atm4123 – Unfortunately without your account number, it is very difficult to comment on this specific situation, however we would be more than happy to discuss it if you contact us at [email protected] If any faults or irregularities are found with any of our games, then any winnings derived from said games may become invalid or voided. This is clearly explained in term 9.3 of our terms and conditions found here: https://www.magicalvegas.com/terms-and-conditions/

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No self exclusion had to be passed to loyalty team to close account.

Hi George and thank you for the review. We are glad you have found the website easy to use and you like the design. We also always aim to add bonuses for our players whenever we can. The maximum bonus available from the Free Spins offer is clearly stated in our Terms and Conditions before you play. In order to close your account, our Loyalty Team will always review your request first, in case there are any pending issues, however self-exclusion requests are actioned immediately. Could you please confirm if you wish to have the account closed or do you wish to have the account self-excluded? Allow me to briefly explain: Account Closure = You can Re-open the account at any given time. Self-Exclusion = Account has a minimum closure of 6 months up to a maximum of 5 years. Account cannot be re-opened within this self-exclusion period and also closed on all sister sites.

Magical Vegas Casino 10 years ago

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Magical Vegas Casino 10 years ago

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