The player from Germany has requested a withdrawal back in 2021. Winnings have never been received. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy”.
Casino MGA - Player’s withdrawal has been delayed for months.
Black points: 97
Amount: €900
Casino MGA
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.6
Casino MGA has a Safety Index of 1.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
I've been waiting since August 14th, 2021 for my payout of 900 euros. This withdrawal was canceled several times from the casino without any reason. I am always told that it will take a while. I made the last withdrawal request on 1/18/23. Still haven't received any money
Automatic translation:
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1 year ago
Dear katharinadilara,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it has been your first withdrawal in this casino? Do I understand correctly that your payment is still pending inside the account without being processed? Were your winnings accumulated with or without an active bonus, please?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one and a half year is extremely long time.
Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Hello. Yes it is my first payout. Yes, the payment is currently being processed again, but is never processed, only canceled. This was canceled several times by the casino without giving any reasons. In the chat I am put off it would take a while. But exact details were never given.
Since it's been so long I'm not sure if I won with an active bonus.
Automatic translation:
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1 year ago
Dear katharinadilara,
Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of Casino MGA to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Casino MGA. I wish I could be of more help.
The casino can reopen this complaint anytime.
