Magic365 Casino - Player's withdrawal has been delayed due to a system error.

Description of the problem:

Magic365 Casino incorrectly processed my withdrawal (PLN 2,074). Due to a Visa withdrawal system failure, support (Amelia) forced me to use cryptocurrencies, even though I openly expressed my lack of knowledge on the subject.

Before withdrawing, I sent support screenshots of my cryptocurrency details, and Amelia confirmed them as correct. Despite this, the casino system allowed the withdrawal to be approved to an address containing a space (the address field wasn't validated). The transaction history shows the address split into two lines, which is a technical error on the site, not mine. The casino refuses to provide the TXID number and refund the funds, blaming me.

I am requesting a refund of PLN 2,074 to my player balance or Visa card, as staff errors and a flawed website system have led to this situation.

Ladies and gentlemen, I can provide you with the remaining evidence photos in zipped PDF format because there are a lot of them.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify the discrepancy between the cryptocurrency addresses shown in your two screenshots? The screenshot from your casino account shows a completely different crypto address than the one shown in your Coinbase account.

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

Best regards

Veronika

Subject: Comprehensive evidence and explanation regarding case

Dear Veronica,

I am providing a full explanation and a complete set of evidence regarding the discrepancy in the wallet addresses. This situation was caused by a combination of a faulty technical system and gross negligence by the casino staff.

1. Pressure to change payment method and systemic issues:

Despite having two fully verified bank accounts, I was pressured by the staff to switch to cryptocurrency. They claimed their banking system had "technical issues" (see attached screenshot from Amelia). I was reluctant because I am not familiar with crypto, but I was promised professional guidance.

2. Lack of Technical Validation on the Website:

The casino's website lacks basic security and input validation. The system allowed a malformed address (containing a space) to be submitted, instead of rejecting it as any professional financial platform would. Public reviews from other players confirm that the website is riddled with such bugs that consistently work against the customers.

3. Explicit approval by Live Chat (Amelia):

Because I was unsure of the process, I sent screenshots of my wallet address directly to Amelia on live chat before confirming. Even though the address contained a formatting error (the space), Amelia explicitly confirmed it was correct. I relied on her professional assurance.

4. Final confirmation by the Personal Manager:

After submitting the request, my Personal Manager called me. I told him I was worried and that I had already consulted Amelia. He asked me to send him the same screenshots. After "verifying" them, he also confirmed that everything was correct and told me the withdrawal had been approved.

Summary:

This is not a user error. I acted with maximum caution by requesting verification twice. Both the Live Chat support and the Personal Manager had the opportunity to identify the error on my screenshots, but they failed to do so and gave me false assurances. The casino is responsible for the actions of its staff and its faulty software.

Note on Attachments:

Due to website limitations, I am sending all evidence (PDFs of chat logs and screenshots of the wallet address verification) directly to this email. Please review them as they prove the staff's liability.

Best regards,

Kamil R.

Thank you for your emails. Please understand that the variety and availability of payment methods are not managed exclusively by the casino. Several factors, such as the licensing authority, geolocation, agreements with payment providers, and banking restrictions, all have a significant influence. If a payment method is available for deposits, it does not necessarily mean it will also be available for withdrawals, and it may be discontinued at any time. Unfortunately, casinos are sometimes limited in the payment methods they can offer to their customers.

The screenshot from your casino account shows that 2,074 PLN was sent to the address 0x49AC...32EC5. However, the screenshot from your wallet shows your address as 0x0F71...eF5C4F, which is a completely different address. Could you please clarify where you obtained the first address from?

Dear Veronika,

I would also like to know where this address came from. By checking the Magic365 website and its certificate history, I can state as a fact that during my withdrawal, there was a gap where a hacker attack could have occurred. I only realized after some time that the address was different, which is why I asked the staff—specifically my personal manager—to check it. Amelia had checked it before and also approved it. Then, after I sent the details, the personal manager only looked at the email and said everything was fine, pasting the address. I remember it like it was today: the address was copied from the Coinbase website, the correct sequence was selected, and it was pasted and confirmed as the one in my account. Only after confirmation did the incorrect address appear, which results from the website's security errors.

Coinbase does not allow me to paste a different address, but such a thing is possible if it generates itself—these are security measures. In a follow-up contact, after nothing more could be done, Coinbase stated that this is not their TXID address. After that, I was in shock, tears came to my eyes, I wanted to cry. Then the technicians stated the fact that this might be a lack of website security and it is the casino's fault. On their side, it’s impossible—if you copy an address, the one shown changes to another, but you still have access to the wallet. Here, while checking with the support, they confirmed the wallet does not even belong to their platform. And when I asked the manager if it’s possible that it changes, he said yes, it is possible. Coinbase also told me on chat that it is possible for an address to change for withdrawal security; after that, I didn't pursue the topic with Coinbase because I believed everything was in order.

I also checked my devices, but they are not and were not infected in any way. I believe that Magic365 runs their HTTPS site amateurishly, which is also indicated by the history showing security certificates—the dates are very far apart, indicating gaps in security that can be exploited by anyone who knows how to act to the disadvantage of a casino client and change data. It is also possible that the site has a bug that allows an incorrect address to be pasted or generates a random one. I emphasize that after approval by the administration and showing it as confirmed, a different one appeared—not before pasting. I also emphasize that I do not use or own any other cryptocurrency wallets.

Dear Veronika, I state the fact that the entire staff, and especially the personal manager—who I know has this duty—failed. In every casino, a personal manager has a duty, if there are doubts where I reported that I don't know much about cryptocurrencies, to check its correctness in terms of visual consistency—meaning if it's the same and not different. He has a duty to do this. If it is different than in the screenshot, he has a duty to cancel it and ask why the key address is different than in the screenshot. Here, the manager only glanced and downplayed the matter without looking. While writing with the personal manager yesterday, he also presented a fact where he has no access to data; however, the address shown in my screenshot is a public address, meaning it is like a bank account and you can check whose it is. If a client reports they don't know about cryptocurrency, the personal manager should ensure the security of the client's withdrawal. Here, the personal manager as well as Ms. Amelia neglected the matter by letting through incorrect wallet address data. If this had been checked properly and not carelessly, we wouldn't be meeting here. It’s not my fault that Magic365 casino always has problems with clients, withdrawals, and verifications. Why don't they have verification like 90% of casinos? The manager also wrote to me that it is impossible to verify a wallet, and yet it is possible—it’s just that when someone doesn't know how to do something and runs a casino unprofessionally, this is what happens.

When entering the copied address, I checked it—it was the one in the screenshot. After pasting and confirming, a different one appeared. The fault does not lie on my side, but on the side of the personal manager, as he approved the incorrect TXID address, did not look, did not compare the addresses, and neglected his duty towards me, hiding behind the terms and conditions stating he is not responsible for the correctness of such an address. He took full responsibility upon himself. The fault may also lie with the HTTPS website errors, as seen in the certificate gaps; this also means that the casino operates unprofessionally and neglects both privacy and client security. That is all. I am attaching the certificate purchase history for Magic365 as evidence for your verification—the discrepancy in the data protection certificate dates is very wide.(Technical Gap): https://platform.censys.io/search?q=%2821magic365.com%29+and+cert.fingerprint_sha256%3A+*

Thank you for providing the additional explanation and evidence.

After reviewing the full communication and the supporting materials, we must conclude that we are unable to proceed with your request for a refund.

The key point in this case remains that the withdrawal was ultimately processed to the cryptocurrency address recorded in the casino’s system at the time of the transaction. It is the player's responsibility to ensure that all the withdrawal details are correct before submission. In practice, support agents can assist with guidance, but they do not execute or validate blockchain transactions on behalf of players, nor can they guarantee the accuracy of manually entered wallet addresses.

Regarding the discrepancy between the addresses shown in the screenshots, there is no evidence indicating that the casino system altered the address after submission. Based on the available logs, the withdrawal was processed to the address that was confirmed in the system at the time of approval.

Additionally, if you believe that your funds were lost due to unauthorized access, manipulation, or any form of fraudulent activity, please note that such situations fall outside the scope of our complaint resolution service. We do not have investigative powers, access to blockchain forensics tools, or legal authority to determine or pursue potential wrongdoing. In such cases, the appropriate course of action would be to contact your local authorities or your payment provider (where applicable), who are equipped to investigate such matters in line with legal procedures.

For these reasons, we are not in a position to attribute liability to the casino or to request a refund. We will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards

Veronika

Casino Guru

Complaint Resolution Center Deputy Team Lead