Black Magic Casino - Player’s complaining about overall casino experience.

Joined up, made a first deposit of £25 which charged £28.14 to my visa card under the name TALK2ALL HONG KONG HK then a second £25 deposit the amount of £25.36 under the name FLWPAINTSANDSUPPLIES was taken from my account. A third deposit of £25 and £28.14 was again taken from my account. Does not even pay out correctly. Won £1.90 with a x8 multiplier and it paid out £3.20. Won 0.60p with a x8 multiplier and it paid out £2.20.

No reply from support team at all.

Have submitted 10 forms of ID for verification and still verification is not complete. I have contacted support 6 times and not received a single reply

Dear Joanne,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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,

Petronela

I have contacted support 8 times and not had a single response so no, I have no idea what the issue is or why more than 10 forms of id, proof of address, card is not enough.

I have not received a single email or any other correspondence since joining black magic casino.

Thank you very much, Joanne, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much.

Hello Joanne!

From now on, I will take care of your complaint. I would like to invite representatives of Black Magic Casino into this complaint in order to help us resolve the issue with verification.

I am still at having issues with black magic casino. I have a balance of £168 and have tried to make a withdrawal for £160 and it says I have insufficient funds to make the withdrawal

I am still having no luck making a withdrawal of £160.00 despite having a balance of £168.20.

Black magic casino will not respond.

Dear Miss,

Thank you for contacting us.

We would like to inform you that there is bonus balance, amount of 147,22 £, in your account.

Kind Regards,

Support Team

That is Black Magic Casinos reason why I can't make a withdrawal.

I have never had a bonus with Black Magic Casino

Black magic casino have now restricted my account for no reason

Dear Dea4!

Thank you for providing us with information about the development of your game account. Unfortunately, so far we haven't managed to successfully get in touch with Black Magic Casino. We would like to give it one more try, the timer will be prolonged by another 7 days. If we will not be able to receive any response, the complaint will be closed as 'unresolved', which will have a negative impact on the casino's rating.

In the meantime, I would like to ask you some additional questions. According to the message you have received from the casino, they were talking about your remaining 'bonus' balance. Could you please recall taking any bonus and completing the respective wagering requirements if there was such a thing?

Did you get any explanation for restriction on your account?

I have not activated any kind of bonus code or clicked any bonus offers, first deposit bonuses or anything of that nature.

I have made several deposits and played with deposited funds only.

won £168.40 from a £25 deposit. I tried to make a withdrawal of £160 as the bank transfer option for withdrawals stated I could make a minimum withdrawal of £100 and a maximum withdrawal of £168.40.

Upon trying to withdraw £160 I got an insufficient error message.

I contacted support who informed me that I had a bonus balance of £147.22.

I have never used a bonus at Black Magic Casino.

They alledge that the bonus is from cashback of 5%. If this is the case I had absolutely no idea that this cashback came with wagering requirements but if this is the case then why does the bank transfer withdrawal option state that I can withdraw a maximum of £168.40.

I contacted support and questioned the bonus and asked to be sent details of the bonus in question.

Less than an hour later my account was restricted leaving me no access to my account and unable to check any bonuses.

I have contacted support several times asking why my account has been restricted but Black Magic Casino have not responded.

They have taken approximately £400 in deposits and have now prevented a £160 withdrawal so basically I have been robbed. My deposits have gone to 7 different payment addresses and this is not the first time they have prevented a withdrawal.

When I first joined black magic casino I won £160 but could not make a withdrawal as black magic casino delayed verification for approximately a week.

I have emailed/messaged support at Black Magic Casino on several occasions but have had no response/reply whatsoever with regards to my account restriction

Still no response from Black Magic Casino as to why they restricted my account for no reason other than to prevent me making a withdrawal of £160. Basically they have taken my deposits, kept my winnings and restricted my account for asking for details of the alledged bonus that was blocking my withdrawal.

They have committed theft.

It is December and I was so pleased to have won £168.40 just in time to purchase a few extra presents for my son and now this casino has taken that opportunity away from me and refuse to respond.

This is absolutely appalling behaviour and I beg that someone can help me to recover my winnings.

Many thanks

Black magic casino restricted my account 4 days ago therefore I have been unable to access any of my online account yet a payment of £28.75 to the payment address TALK2ALL HONG KONG HK which is one of the payment addresses Black Magic Casino has been taken from my bank account dated 08/12/2021.

Black Magic Casino restricted all access to my account 04/12/2021 and for absolutely no reason other than to prevent me making a withdrawal and after having asked support for details of the alledge bonus balance preventing my withdrawal my account was restricted within 1 hour.

I have contacted support approximately 8-10 times within the last 4 days since the restriction. I have not had 1 response back or given a reason for the restriction yet they have just managed to take a deposit of £28.75 from my bank account 4 days after they restricted all of my access. They have stolen my money. Can someone please help or put me in touch with someone who can.

Could I retract what I said about black magic casino taking a deposit from my bank account after restricting my account. It turns out that they have more than one casino under the aliases TALK2ALL HONG KONG HK and FLWPAINTSANDSUPPLIES so when I deposited to Platinum VIP club casino the address that the payment was issued out to was the same as that of depositing at Black Magic Casino.

I have still had no response from support with regards to them refusing to pay my winnings because of a bonus I never activated or was even aware of and no response as to why they restricted my account just shortly after I questioned the alledged bonus and asked to be sent the bonus details via email which they never did just restricted my account without a ligitimate reason or knowledge that they were going to do so and why.

To make approx £400 in deposits to Black Magic Casino and win absolutely nothing but pennies then to win £163.40 two weeks shy of Christmas Day only to have my withdrawal request denied and my account Restricted is absolutely devastating.

I am 100% certain that Black Magic Casino will not reply as I have asked them numerous times why they have restricted my account for no reason other than I tried to make a withdrawal.

I have had this done to me by other casinos and I am not prepared to drop the matter this time so I would be most grateful if you could give me any information about where to go from here. These people have walked off with £168 of my money right before Xmas and it is absolutely disgusting.

Many Thanks

I am to assume that black magic casino have not responded. So they just walk away with my £168 winnings plus all of my deposits.

Is that it then? Is the case now closed

Hello Dea4!

Unfortunately, Black Magic Casino remains unresponsive to our messages and requests, we are not able to proceed in resolving your issue without their entry. I am very sorry that we could not help you more.

We are forced to close the complaint as ‘unresolved’, which will further influence the casino’s rating in a negative way, securing it's reputation in lower ranks on our website.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.