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I accept that Casino-Magic closed my account because they identified another account under my name. I am not disputing the account closure. My complaint concerns approximately €200 that remains in my account.

The €200 was deposited less than 24 hours before the account was closed. I placed zero bets and received zero winnings or bonuses. The entire amount consists of my own deposited funds.

I requested that Casino-Magic return the €200 to my bank account. They have refused/indicated that the funds remain the property of the operator.

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Dear best21,

Thank you very much for submitting your complaint.

To better understand the circumstances surrounding the duplicate account and the confiscation of your €200 deposit, could you please clarify the following:

• How many accounts have you created at Casino-Magic, and why was the additional account created?
• Did you ever claim or use any bonuses on either of these accounts?
• Could you please confirm that the disputed €200 was deposited from a payment method registered in your own name and that none of these funds were wagered before your account was closed?
• Could you please send me the communication in which the casino informed you that the €200 would not be returned and explained the reason for retaining these funds?

You can send the relevant evidence to me at karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.