Magic Planet Online Casino

Case summary

The player from Mexico had won using a no deposit bonus and attempted to withdraw $80 after their account was verified. However, their withdrawal was canceled, and several mysterious withdrawal requests had left their account at zero. Despite having received confirmation and approval, no money had been refunded or received. The Complaints Team had tried to reach out to the player for more information but did not receive any response. As a result, the team had to reject the complaint due to a lack of further information from the player.

Discussion

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lussre9

Bronze

Mexico

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1 year ago

i used a no deposit bonus, "MY25FREE" for 25 credits. i played at the slots and won enough to wager the amount required by the bonus. the winnings got accredited to my profile. when i tried to withdraw i was asked to verify identity with documents and a $10 LTC deposit. i made the deposit and made a request for an $80 amount on LTC. the request was then canceled for some reason. right after a "Manager withdrawal request" for $67 was made, then approved. then it followed a coindraw withdrawal requested by someone for $13. then followed by another "manager withdrawal requested" and approved. and my account was left in zeroes.

I received a confirmation email when i made the deposit for $13. and i also received an email that stated my withdrawal of "$" was approved. it was blank.

I have requested a chat resolution with no answer so far. i have not received a refund, nor any kind of money on my account or withdrawal address.

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Nikolas

PR Assistant

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1 year ago

Hello lussre9,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Magic Planet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Do I understand it correctly that the $13 should be sent back to your casino account? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

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Nikolas

PR Assistant

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1 year ago

Dear lussre9,

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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Nikolas

PR Assistant

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Magic Planet Online Casino - Player's winnings were confiscated without explanation.

Player stopped responding

Amount: Ł93

Case summary