Reclamação #88 Cassino Magical Spin

Magical Spin Casino - Magical Spin Casino is accusing me of breaching max bet rule

Por rouletteking

há 6 anos

Last week i created an account with Magical Spin Casino , I took a bonus offer and made a deposit of Eur 100,-.

I have played at online casinos for several years now so I'm aware of most common bonus terms. After 4 days of playing slots at a € 2,- maximum stake I contacted live support to ask if I had met the wagering requirement yet. I was told that I had no more wagering remaining, so then I also started playing Live roulette games. I eventually made a withdrawal of € 2.900,-

But now, after a couple of days I got this email:

"It appears that you have made unauthorized bets under the terms and conditions that you have accepted.

Below is the extract of the terms and condition:

7.5 Maximum bet allowed with bonus money or winnings derived from promotions/bonus is €7.50. This rule also applies for the free spins or bonus-games a player can buy directly from a game since the amount of the purchase is considered as the amount of the bet.

We therefore inform you that you must cancel your last game session, in accordance with the terms and conditions that you have accepted"

I checked my bets history, there is absolutely no way I have breached this bonus term, even their own live support told me several times that the wagering had been fulfilled.

Please Askgamblers, can you have a look into this. This just doesn't make any sense to me.

Cassino em disputa Cassino Magical Spin

Motivo Violação dos termos do bônus

Valor €2900

Discussão

AskGamblers

• Support Team

há 6 anos

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Magical Spin Casino management acted in accordance with their Terms and Conditions.

Based on the above mentioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

rouletteking

há 6 anos

Then don't show them only the over bets, but my complete bet history please.....

I genuinely thought that I was playing with a 30x wagering bonus.

Cassino Magical Spin

• Representative

há 6 anos

Hi ROULETTEKING,

I was referring to your statement that "Apparently according to their terms the welcome bonus is not cashable and has no wagering. So completing the wagering is simply impossible"

However, it does not matter if you received and none cash-able bonus or bonus with wagering. When accepting a bonus you are bound to the terms and conditions of receiving a bonus.

"7.5 Maximum bet allowed with bonus money or winnings derived from promotions/bonus is €7.50. This rule also applies for the free spins or bonus-games a player can buy directly from a game since the amount of the purchase is considered as the amount of the bet."
https://www.magicalspin.com/terms-and-conditions

Simply put a player may not bet more than €7.50 during that deposit and bonus session even if you had met any required bonus wagering it would not release you from the max-bet rule. Meeting the required wagering would have allowed you to withdraw and close that session.

We will forward a copy of your bet session to Askgamblers showing the over bets.

Levi H
Communications manager.

AskGamblers

• Support Team

há 6 anos

Dear Magical Spin Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Raio-X do Cassino Magical Spin

Resolvido 40 / 43

Valor médio $1,847

Duração média da reclamação 7 dias

Resposta média 2 dias

Cassino Magical Spin Reclamações

Veja todas as reclamações deste cassino

Dificuldade em reembolso e bloqueio de acesso

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

Resolvido

Magical Spin Casino - Withdrawal and casino balance issue

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

Não resolvido

€3,100

Magical Spin Casino - Unable to activate account but getting constant promotion emails

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.

Não resolvido

Magical Spin Casino - Withdrawal did not arrive in my bank account they have now left my country and I cannot access the site

I have an account at Magical Spin. I cannot now access their site as it seems they are blocking players from Ireland.

I am fully verified.

My withdrawal of 300 euros from them did not reach my bank account. I have emailed numerous times to try and receive support but they are not helping?

I also have 300 euros left in the account - so 600 euro total.

Can askgamblers please mediate.

Resolvido

€600

Magical Spin Casino - Withdraw Canceled without any notification

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.

Resolvido

€801

Magical Spin Casino - I've been trying to get verified for a month

Hi. I've been trying to do a withdrawal from Magical Spin Casino. I haven't been able to because I'm not verified. I've been trying to get verified for a month. They keep saying I'm sending burry pictures, which are the same ones I sent on other sites, and they excepted them. I have sent 10 or more documents. I just want to get this done with. They won't message me back for days upon days. I only have picture ID on my Driver's Licence and they are saying they can't use it. That is all I have for ID identification. I would just like someone to help me out on getting this done. Thanks Kindly and I hope to hear from someone on this matter.

Rejeitado

Magical Spin Casino - Refuses a withdrawal without any notification

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

Resolvido

€2,000

Magical Spin Casino - Payment not received by bank after three weeks and now unable to get into account

I have played at magical spin casino consistently for almost two years with no issues.

My online bank was recently closed so I had to use a new one for a withdrawal. I made a withdrawal of 270 euros about two weeks ago. It was approved but did not credit my bank. When i contacted my bank they said they did not accept gambling transactions so it was returned to sender. I have since attempted to log into my bank but receive the message 'system error' when i either try and login or reset the password.

I have tried contacted magical spin repeatedly on email but i receive no response whatsoever.

I currently have not received my withdrawal and am currently unable to get into my account.

i really need askgamblers to assist me at this time.

Thank you!

Resolvido

€270

Magical Spin Casino - Refuses to make payment of 16000 EURO

Hello AskGamblers,

I recently made an account with MagicalSpins.com from Norway ( on March 15th, 2023) They accepted my IP Address, which is in Norway and allowed me to register and receive the welcome bonus.

I was lucky and won 16,000 EURO on Wanted dead of alive and completed the wager. For the next 4 days I went to the Casino Chat and asked about my winnings and how I can get my account verified. They told me to send emails to "[email protected]"

I sent them all my documents to the requested email and waited for a response. I tried to login on March 20th and the enter website was blocked in all of Norway.

I took a screenshot of the terms before I played the Casino ( I have attached it to this email)

I would like to ask if you can help me get my withdrawal from Magical Spins as this was a honest mistake on their part and they should be paying me out my winnings.

Thank you.

Resolvido