The player from the United Kingdom had requested her account to be self-excluded or closed, but Magic Win had not responded to her emails over the past two months and had continued to add cash and free spins to her account. The Complaints Team had clarified the difference between account closure and self-exclusion and had requested evidence of the player's communication with the casino. After the player failed to respond to follow-up messages and reminders, the complaint was closed due to lack of cooperation. The player retained the option to reopen the complaint by resuming communication.
Magic Win Casino - Player’s account remains open despite requests.
Closed
Our verdict
Player stopped responding
Amount: ??
Magic Win Casino
Safety Index 0.6 Very lowCase summary
Discussion
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3 weeks ago
Magic win have not self excluded or closed my account down after emailing them nearly every day for the past 2 months they blank my emails by adding cash into my account or free spins
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3 weeks ago
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3 weeks ago
Dear Michemc,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
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2 weeks ago
Dear Michemc,
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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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
