Magic Win Casino - Withdrawal of player's winnings has been delayed.

Ich habe eine Auszahlung beantragt aber bekomme dazu im Chat immer nur die gleichen Antworten, nämlich diese, dass eine Überprüfung stattfindet.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear sauerp.902511,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear sauerp.902511,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hallo. Nein, noch immer habe ich keine Auszahlung erhalten. Wenn ich im Casino Chat nachgefragt habe, wurde mir immer das gleiche gesagt. Es heißt immer nur, dass ich mich gedulden soll. Ich habe diese Auszahlung am 23.02 beantragt und es steht immer noch der Status in Bearbeitung.

Dear sauerp.902511, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

mir wurde gesagt es würde noch dauern. Dabei habe ich mein Konto direkt am gleichen Tag noch verifiziert.

Ja, es war mit einem Bonus, aber dieser war schon lange umgesetzt. Die Auszahlung habe ich veranlasst, ohne dass ein Bonus aktiv war.

Dear sauerp.902511,

Thank you for your reply and for the information provided.

To better understand your case and proceed with the complaint resolution, I would still need clarification on a few points that have not yet been fully answered:

• Have you made any successful withdrawals from this casino in the past?
• Could you please confirm whether you played casino games or placed sports bets when accumulating the winnings?
• Could you please share any communication you had with the casino regarding the delayed withdrawal (emails or chat transcripts)?

You can either post the screenshots directly here in the complaint thread or send them to my email.

Once I have this information, I will be able to review the situation properly and determine the next steps.

Thank you in advance for your cooperation.

Karla

Nein , es war meine erste beantragte Auszahlung. Ich habe Casinospiele gespielt.

Ich habe eben nochmal erneut nachgefragt um ihnen einen aktuellen Konversationsverlauf zukommen lassen zu können. Vielen lieben Dank

Dear sauerp.902511,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 80+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. 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, we have no other choice since it seems to be a common practice for Magic Win Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our 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 resolving 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.

Karla M.