Black Magic Casino - Player's asking for a deposit refund.

Well, my problem comes when I register at this casino.

Enter €25 and then another €25. The problem comes when I want to close the casino due to addiction problems and they don't pay any attention to me, letting me continue playing taking advantage of my addiction disease.

I request refunds of €200 as well as the immediate closure of the casino.

In addition, there is no one in the chat and you have to send an email, which no one answers.

Otherwise I will sue them.

Thank you

Dear Xotin35,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s Responsible gambling section and I found this:

"Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self exclude. Self Exclusion means that your account will remain closed for up to 30 days. To enable self Exclusion, please contact our Customer Support via Email with your request.

Please contact us if you require any further information or assistance on Self Exclusion or Time Out options."

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

Do I understand correctly that you managed to deposit €200 after sending this request?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

I already sent you everything ok?

Good, I sent you the documentation you asked me for, is that correct?

Thank you for your emails, Xotin35. Please note that the instructions clearly say that you should send an email to casino support, however, I see that you submitted a ticket via live chat.

Could you please advise if you requested self-exclusion also via email (support@blackmagiccasino.com)? If yes, please forward that request to me. I need to see the email recipient and the date you sent the request. Thank you in advance.

Send it only through the support of the casino.

Xotin35, I am afraid that if you did not follow the instructions stated in the Responsible gambling section, we cannot confront the casino and ask them to refund your deposits. If you still have access to your account, the only thing I can recommend at this point is to send the self-exclusion request again to casino's email address mentioned in the Responsible gambling section.

This is an example message you could use:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please, inform me about any further developments.

Dear Xotin35,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.