Black Magic Casino - Player's account was blocked without explanation.

Казино Black magic заблокували мій акаунт разом з усіма моїми коштами. Я нічого не порушував. Бонусів ніяких в них не брав! Це просто шахраї! Відповідь на пошту отримав таку:

Sadly your account was closed down and funds deducted according to ter, 9.11

9.11 Company reserves the right to withhold any withdrawal request, which includes to remove all bonuses or winnings in the case of Irregular Play in case of the followings:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play. Including purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit.

Placing wagers that are 30% or more than the value of the bonus (the smallest one among them) currently in play within the bonus wagering requirements are fulfilled.

Placing total bets equal to or greater than 30% of the value of the smallest Cashback Bonus currently in play.

Purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit or bonus (the smallest one among them) currently in play.

Switching the game category from Slots to Table or Other games while betting using the bonus amount before the bonus wagering requirements are filled.

Placing total bets equal to or greater than 30% of the sum of the comp points redeemed.

Bets equal to zero, hedge betting or low margin bets. They will all be considered as Irregular Play.

Using systems and strategies such as: Martingale, double-up, one number betting , e.t.c . Also abusing the in-game bonus features. Should you be found to be using any strategy, your winnings will be voided, and your account permanently closed.

Please note that all terms related to maximum bet or cut winnings is for all products.

Dear xray200,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

We firmly hold the belief that it is unjust and not user-friendly to impose a maximum bet restriction on players using their own funds without an active bonus. Could you please confirm that you haven’t activated any bonus when placing your last deposit? Ideally, please forward screenshots of your game and bonus histories to petronela.k@casino.guru.

Thank you in advance for your reply.

Best regards,

Petronela

Я підтверджую те що я не брав бонус жодного разу! На жаль я не можу надіслати вам скріншоти з власного кабінету так як я зараз не маю доступу. Казино заблокувало доступ в мій особистий кабінет. Я запросив історію ігр по пошті. Але вони перестали мені відповідати.

Could you please advise which games you’ve been playing (live casino games, slots, or sports betting)? 

Я грав в ігрові автомати та ставки на спорт. Ігри в казино в прямому ефірі не грав.

Thank you very much, xray200, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Black Magic Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hi xray200,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Black Magic Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked and winnings confiscated?

Thank you.

Best regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear xray200,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas