Magneticslots Casino - Player's winnings are being refused.

Hello,

I made three deposits at this casino. I used a bonus three times, but I canceled the third bonus immediately after the deposit. Afterwards, I placed a bet with real money and won €1620. This casino is now claiming I placed the bet with bonus funds and then canceled the bonus. That's incorrect. I canceled the bonus at 8:06 PM and placed the bet at 9:22 PM. This means it's impossible that it was bonus money, as I canceled the bonus at 8:06 PM and only placed the bet at 9:22 PM. The casino is now refusing to credit my account with the winnings. Please help me; this is a significant amount of money for me.

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Dear Christoph90,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

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

Karla M.