The player from Germany experiences issues withdrawing €70 from SlotMagie, despite having submitted all necessary verification documents multiple times. The casino refuses payment, claiming the deposit was made via a Google account, which the player disputes with proof from their bank account. The player faces unclear document requirements and delayed payments without explanation.
SlotMagie Casino - Player's payout is refused despite verification.
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SlotMagie Casino
Safety Index:Very highCase summary
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3 weeks ago
Translation
Subject: Complaint against SlotMagie – Payout refused despite full verification
Ladies and Gentlemen
I hereby file a complaint against the online casino SlotMagie.
I have a player account there and a balance of €70.00, which I have so far been refused payment of.
The problem is that I have submitted all the required verification documents completely and multiple times, including:
Bank statements
Proof of payment
Proof of identity
Despite this, the casino continues to claim that my deposit was made via a Google account. This statement is demonstrably false, as I clearly made the deposit from my bank account. Corresponding proof exists and has already been provided to the casino.
The following is particularly problematic:
The casino does not specify which documents are missing.
New and unclear requirements are constantly being imposed.
The payment is delayed without any comprehensible explanation.
I have tried several times to clarify the matter directly with support, but without success.
I therefore request your assistance in clarifying this case and in investigating the casino's conduct.
I can of course provide you with all relevant evidence and documents.
Thank you for your support.
Best regards
[Redacted]
Edited by a Casino Guru admin
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3 weeks ago
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.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 advise why does the casino hold that the payment was made via a Google account? Have you deposited via Google Pay?
- Have you accumulated your winnings with or without an active bonus?
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.
Best regards,
Attila
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3 weeks ago
TranslationHello Attila,
Thank you for your feedback.
I will gladly answer your questions and clarify the situation:
The deposit was made on March 28th via my BBVA bank account. Technically, the payment was processed through Google Play/Google Pay, however, the amount was clearly debited from my account. I have already submitted all the necessary documentation.
- It was a deposit of €5, without any bonus, free spins or other promotions.
- With this balance I made a profit of €86 and subsequently requested a payout of €70.
I have already provided you with all the necessary documents (account statements, transaction confirmations, screenshots from the app, etc.). These are original documents.
- For security reasons, BBVA Bank does not display the card number on the card. This is a well-known security measure and not unusual. I have also submitted corresponding documentation to that effect.
I therefore do not understand why my identity continues to be questioned. All payments are clearly attributable to my account and fully documented.
I therefore request a clear and specific response from you:
What specific documents are still missing for verification?
Should the payment continue to be delayed or refused without any justifiable reason, I will be forced to refer the case to the appropriate authorities.
I expect a timely clarification from them, but to be honest, even the support is incredibly unfriendly, really awful... and has absolutely no clue, honestly. Who's to blame? Sorry! So incompetent and unfriendly!
Best regards
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3 weeks ago
TranslationIf you want, send me everything you need, 70 euros isn't the end of the world, but it's a matter of principle. They did this to many people. WHY DON'T THEY SHUT DOWN PLATFORMS LIKE THIS?
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2 weeks ago
Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.
Thank you for your patience and cooperation.
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1 week ago
Dear Ramooavc, thank you for your response. Unfortunately, I have not received the conversation between you and the casino's customer support. Could you please check again?
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4 days ago
Dear Ramooavc,
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.
