Magical Spin Casino - Delayed payment and no response about financial service

Boa Noite.

Após dois dias úteis de pedir uma retirada de € 375,00 recebi um email de [email protected], em anexo, alegando violação das condições de bónus ao qual respondi de imediato pela mesma via e que também vos envio em anexo e que tudo explicam.

A solicitação da retirada foi no dia 8 de Janeiro e as mensagens mencionadas foram no dia 10.

- Não violei essas condições porque não apostei mais que o mínimo referido nessa mensagem.

- Não entendo a que última sessão de jogo cancelada se referem sequer pois no dia anterior, após mais de 24 horas depois de pedir a retirada, tinha estado a jogar com um novo depósito e tinha ganhos embora com bónus activo,

- Bloquearam-me o acesso ao casino. Passei a receber uma mensagem "Falha ao conectar! Erro do sistema!"

Assim, além de parecer estarem a levantar problemas para o reembolso que é dos ganhos anteriores de € 375,00 estão a bloquear-me o acesso ao casino até mesmo para jogar com o valor que tenho em saldo e que me é devido.

Como até hoje sigo sem resposta adequada por parte do Magical Spin venho recorrer à vossa ajuda que desde já agradeço.

Melhores Cumprimentos

Fernando

Hello,

I signed up to magical spin casino.

I am getting constant promo emails but the activation link did not come through.

I have emailed the casino but the issue is not being resolved so I cannot login and play.

Can you help get in me in touch with the right team to activate the account.

I have attached the emails as proof.

I requested a withdrawal on May 3rd.

Today I was on the website and the payout was back on my player account.

I asked the live chat why.

Unfortunately I don't get an answer and I have to write an email.

I received NO information or email about the payout status.

I really urgently ask for help.

I am verified.

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

4 days ago I made a deposit via BTC to Magical Spin.

The deposit has not been reflected in the account and has been stuck on pending status.

I have emailed the casino 4 times with no response. Chat support has stated they cannot help as they are the only support and not payments.

I am not sure what the issue is and why no1 is getting back to help me.

Hopefully, AskGamblers can help mediate for me.

All deposit evidence is attached and emails are unanswered.