The player from the UK had difficulties getting her account verified by Black Magic Casino despite sending in the necessary documents. The player found the customer service unresponsive and was eager for a resolution. In response, we extended the timer for her response by 7 days. However, due to a lack of response from the player, we had to reject the case. We were unable to proceed with any further investigation or provide potential solutions to address the issue.
Black Magic Casino - Player struggles with account verification at Black Magic Casino.
Amount: £270
Black Magic Casino
Safety Index:Very lowSafety Index
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2.0
Black Magic Casino has a Safety Index of 2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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1 year ago
Hi I am unable to get my account verified by black magic casino I have sent relevant documents in and have tried to contact via message service it's very frustrating it's easy to put money on there game but trying to get any money you won is very difficult and puts you off playing this casino. I would just like this matter resolved asap but customer service is a joke
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1 year ago
Dear Zopa,
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 serious casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you requested a withdrawal and started the account verification?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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11 months ago
Dear Zopa,
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.
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11 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
