The player from Germany faced issues with withdrawing €120.04 of winnings after initially incorrectly selecting a withdrawal option. Despite choosing the same option used for his deposit on the second attempt, the casino canceled the withdrawal again. After communication with the Complaints Team, the issue was resolved, and the player confirmed the resolution. The complaint was marked as 'Resolved' in the system, and the player was encouraged to reach out for any future issues.
SlotMagie Casino - Player's withdrawal is being canceled.
Resolved
Our verdict
Case closed
Amount: €120
SlotMagie Casino
Safety Index 9.8 Very highCase summary
Discussion
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9 months ago
Translation
Hello,
I deposited €2 (without a bonus) and wanted to withdraw a total of €120.04 of my winnings. At first, I made a mistake and didn't choose the same withdrawal option I used to deposit. But now, on the second attempt, I chose the exact same withdrawal option I used to deposit, and they canceled the withdrawal again.
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9 months 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear vAgY83,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with SlotMagie Casino. 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?
- 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,
Katarina
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9 months ago
TranslationI'm not sure if I've ever made a withdrawal.
Yes, I have completed the KYC verification.
I made the profit without a bonus.
Meanwhile, the second attempt to make a withdrawal has also been cancelled
and in the live chat I was given a pre-written message for the second time, that I should try again
should try sent and from then on no reaction and no answer either.
I feel really cheated.
As proof, I have uploaded a screenshot of the chat.
Edited
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9 months ago
TranslationPLEASE PLEASE HELP ME!
First, they repeatedly sent me the same pre-written text telling me to try again and check my credit card details. And now I'm not getting any response at all.
120 euros is a lot of money for me.
PLEASE HELP ME!
Kind regards
T****** W********
Edited by a Casino Guru admin
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9 months ago
Dear vAgY83,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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9 months ago
Dear vAgY83,
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.
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9 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear vAgY83,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Katarina
