The player from Spain had been waiting for a withdrawal since January 23rd, experiencing over a month of delays and no resolution from Magic Win. Despite having a verified account and not using any bonuses, he received repeated generic responses and was ignored in his email inquiries. The Complaints Team indicated that due to the casino's No Reaction Policy and multiple similar complaints, the issue remained unresolved, leading to a decrease in the casino's overall rating.
Magic Win Casino - Player's withdrawal request is delayed.
Unresolved
Our verdict
No reaction policy
Black points: 76
Amount: €240
Magic Win Casino
Safety Index:Very lowCase summary
Discussion
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1 year ago
Translation
Good afternoon,
Apparently I am another customer scammed by Magic Win.
I made my withdrawal on January 23rd. That is, a month and a half later and I am still waiting.
I've lost count of the number of times I've contacted them. At first, via chat, they told me it could take 7-21 days... And now that so much time has passed, they just tell me to wait.
As for emails, they just ignore me. They never answer and I'm already desperate.
My account is properly verified and I have not used any bonuses or anything like that.
I am attaching screenshots of one of the many conversations I have had via chat. They always say the same thing and ignore me via email.
Automatic translation:
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1 year ago
Dear juaky24,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.
I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.
- Could you please forward a screenshot of your withdrawal request here or send this information to tomas@casino.guru?
Thank you in advance for your cooperation and reply.
Best regards,
Tomas
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1 year ago
TranslationGood afternoon,
In the withdrawals section, the only thing that appears where the exclamation mark is is "You already have a pending withdrawal."
I am attaching the screenshot, but it does not specify the amount in this section, although the amount appears in the screenshots I sent for this complaint where the Chat agent confirms that it is €240 and that my withdrawal request was made on January 23.
If you need anything else, please feel free to contact me.
Greetings.
Automatic translation:
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11 months ago
Dear juaky24,
Unfortunately, I would like to inform you that since this casino has 10+ 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 Magic Win Casino 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 Magic Win Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
