Magical Spin Casino - Pelaaja kohtaa KYC-ongelmia vetäessään.

Hello GuruSupport,

I need your assistance in smoothly resolving an issue.

I have been registered with Magical Spin Casino since 27th December. Right from the start, I insisted on getting myself verified. Despite winning initially, I had an overriding urge to play more games, which proved to be my downfall.

Since then, I have been playing there regularly.

For the verification process back then, I was supposed to send an email to

verify@magicalspin.com

With all the necessary data/documents attached.

I did that.

I distinctly remember asking in the online chat if everything was resolved, as I didn't receive any response via email. I was then told that I was verified.

Today though, just when luck favored me, I wished to make a withdrawal, but was told that my account KYC needs to be resolved. The online chat again guided me with the same instructions. The frustrating part is that there are no chat logs provided either via email or they are deleted post chat, which makes it impossible to refer to them later for clarification.

This is particularly important to compare and clarify instructions step by step accordingly.

I will forward my old email with the documents to this instruction-bound email with my documents again.

However, I feel this is getting complicated and thus, with permission, I would also like to have your support with this.

I'll also attach a few screenshots for reference..

Hallo GuruSupport,

Ich brauche Ihre Unterstützung. Bei der reibungslosen Klärung.

Bin bei Magical Spin Casino seit 27.12. Registriert. Habe auch vom Beginn an drauf bestanden mich verifizieren zu lassen. Obwohl ich auch schon Anfangs gewann waren Spielgier mehr zu schaffen dessen Untergang.

Seither Spiele ich dort regelmäßig.

Verification so damals sollte ich per Mail an

verify@magicalspin.com

Mit allen erforderlichen Daten Unterlagen senden.

Das tat ich.

Habe dann noch genaue Erinnerungen darüber dass ich beim online Chat fragte ob das somit geklärt sei da ich per Mail keine Antwort bekam. Und mir erklärte dieser ich sei verifiziert.

Nun genau heute hat mein Glück zugeschlagen. Mein Wunsch auf Auszahlung hiess es im PROZESS Konto kyc müsse geklärt werden. Online chat gab mir wieder genau diese Anweisung. Dumm dabei hier ist dass man keine chatverläufe bekommt weder per Email noch sind sie nach chat gelöscht sodass nicht mehr darauf zugegriffen werden kann.

Das ist insofern ja auch wichtig um die Anweisung folglich Punkt für Punkt abzugleichen bzw. Klären.

Ich werde die alte Email mit den Dokumenten erneut an diese Anweisung gebundene mail mit meinen Dokumenten weiterleiten.

aber da ich das gefühl habe es kompliziert sich. . Will ich begleitend mit Verlaub auch Ihre Unterstützung gerne dabei.

Ein paar Screenshots noch inkl. Anhängen..

Dear reypat75,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and sometimes casinos request documents even though the account was verified in the past.

Could you please advise if you have already provided the requested documents? If yes, which documents you have already provided and when exactly you sent the last one?

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

Best regards,

Kristina

Hello support @magical spin

And also hello @guru

Yes, it is a required thing the KyC. Only I sent you documents on 12/27/23. If I remember, when I asked whether the verification was complete, these were also confirmed by the online chat at the time.

I am also happy to make another request. But everything looks and sounds as if nothing had ever been sent before. I forwarded this documentation of mine again by email to the email address mentioned verification@magicalspin.com sent.

Please check these first and ask for other documents, which I will then be happy to provide.

Best regards

Recep Y

Hallo support @magical spin

Und auch hallo @guru

Ja es ist ein erforderliche Sache die KyC . Nur habe ich Ihnen Dokumente am 27.12.23 zugesandt. Diese wurden auch wenn ich mich erinnere bei meiner Anfrage ob die Verifizierung vollständig sei vom online chat seiner zeit ebenso bestätigt.

Mir ist auch eine erneute Anfrage genehm. Nur sieht und klingt alles so als wäre vorher nie etwas gesandt wurden. Diese meine bereitgestellten Doku per Mail hab ich erneut per weiterleitung nun wieder zu der genannten Email Adresse nämlich verification@magicalspin.com geschickt.

Bitte prüfen Sie diese erst und stellen bitten um andere Dokumente die ich dann auch gerne zur Verfügung stellen werde.

Mit freundlichen Grüßen

Recep Y

Thank you very much for your reply, reypat75. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

There's nothing else there other than the screenshots I've already posted.

Mehr als wie die Screenshots die ich bereits hinterlegt habe gibt es dort nichts weiteres.

Thank you very much, reypat75, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear reypat75,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Magical Spin Casino representative to join this conversation.

Dear Magical Spin Casino,

Could you please provide clarification regarding the player's verification process?

Thank you in advance,

Mirka

Hello,

I wanted to inform you that I'm currently reviewing the issue and have reached out to our finance team. I will provide a response as soon as I receive one.

Best regards,

Levi Hogan

Communications Manager

Hi Reypat75.

Please be aware that following confirmation from the financial department, it appears that the required documents for the KYC process have not been submitted. An email was sent to you on the 4th of March 2024 requesting the following.

"We are currently in the process of reviewing the information provided. To finalize the verification process, kindly send us a proof of address dated within the last three months in your name and address. This could be a utility bill (electricity, water, telephone, gas, internet) or a rent receipt.)"

Please provide the documents above to finalize your KYC.

Best regards,

Levi Hogan

Communications Manager

Hello Levi Logan,

Almost answered yesterday, I hope it is clear to you that you are asking for exactly what I delivered. I mean, when it comes to proof of address, you would like to understand it as far as possible and also see a bill from the energy supplier or bank receipts or telephone/internet bill. The first was a complete invoice for the last year called the annual financial statement invoice of the energy supplier. DATED it was from 01/19/24 and according to the 3 month rule until yesterday it was still green and within the deadline.

I will upload them here again in the appendix for review.

Best regards

Recep Yildirim

Adding data doesn't work here!!??

Hallo Levi Logan,

Gestern bereits fast geantwortet hoffe ich es ist Ihnen klar dass sie genau dass verlangen was ich geliefert hatte. Ich meine zum Adressnachweis wollen sie gerne soweit verstanden und auch üblich eine Rechnung vom Energieversorger oder Bankbelge oder Telefon/Internet Rechnung sehen. Das erste nämlich eine Gesamteechnung des letzten Jahres genannt Jahresabschluss Rechnung der Energieversorger lag Ihnen vor. DATIERT war es vom 19.01.24 und gemäß dem 3 Monatsregel bis gestern noch grün und innerhalb der Frist.

Ich werde sie hier nochmal zur Prüfung im Anhang hochladen.

Mit freundlichen Grüßen

Recep Yildirim

Daten hinzufügen klappt nicht hier!!??

Dear reypat75,

I hope, that your issue will be resolved soon. Feel free to sent me the documents to miroslava.d@casino.guru .

Dear reypat75,

I've received only an empty e-mail from you. Could you please try to check, if it would be possible to send it again with the appendixes?

Thank you.

Dear reypat75,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.