Magicianbet Casino - Pelaaja pyytää hyvitystä tilin sulkemisen jälkeen.

I am filing this complaint against MagicianBet regarding a serious responsible-gambling issue involving the operator's handling of a previously self-excluded player.

My previous MagicianBet account, registered under another email address, had already been closed in connection with self-exclusion.

After that account was closed, I was nevertheless able to register another MagicianBet account using a different email address.

The important point is that MagicianBet's system allowed this new account to be registered, activated and used for gambling despite the fact that the same player had previously been self-excluded and had already had an account closed for that reason.

After the second account was opened, MagicianBet accepted three deposits:

€208.62

€190.81

€248.81

Total: €648.24.

I subsequently requested a refund of these deposits because I considered that MagicianBet should not have allowed a previously self-excluded player to regain access simply by using another email address.

MagicianBet refused.

Their response is particularly important because they expressly confirmed that they identified the second account as belonging to the same player. They stated:

"Our records show that after your previous account had been closed, you knowingly created an additional account…"

They also described the second account as an attempt to circumvent the previous account closure.

Therefore, MagicianBet itself confirms that it knew the second account belonged to the same player whose previous account had already been closed in connection with self-exclusion.

Their defence is that I violated their one-account rule and that no separate self-exclusion request was submitted on the second account.

I acknowledge that creating a second account was contrary to their multiple-account Terms & Conditions.

However, this does not answer the responsible-gambling issue.

The question is:

If a player has already been self-excluded by an operator, can that self-exclusion effectively be defeated simply by registering another account with a different email address?

Self-exclusion is a player-protection measure. It should protect the player, not merely one particular email address.

MagicianBet's position appears to be that:

- the two accounts belong to the same player when enforcing the one-account rule;

- but the two accounts somehow belong to different players when applying self-exclusion.

I believe this is an important inconsistency.

If MagicianBet's systems were capable of identifying that the second account belonged to the same player for the purpose of enforcing its Terms & Conditions, the operator should explain why those same controls did not prevent the previously self-excluded player from registering, depositing and gambling again.

I specifically asked MagicianBet to identify the provision in its Terms & Conditions or Responsible Gaming Policy stating that a self-exclusion applies only to one specific email address/account and that the same player can regain access by registering another account.

MagicianBet did not provide such a provision.

Instead, it simply repeated the multiple-account rule and closed the matter.

I am requesting AskGamblers' assistance in obtaining a refund of the €648.24 deposited after the original self-exclusion-related account closure.

I also ask AskGamblers to examine the responsible-gambling aspect of the case: whether MagicianBet should have prevented the same previously self-excluded player from registering and depositing through another account, particularly when MagicianBet itself subsequently confirmed that it was the same player.

The most important piece of evidence is MagicianBet's own written admission that the second account was an additional account created by the same player after the previous account had been closed.

I am therefore requesting a full refund of €648.24 and an assessment of MagicianBet's handling of the self-exclusion.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Magicianbet Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is either account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas