Magic Red Casino - Player cannot withdraw his winnings.

Good evening, I am from Brazil, but I signed up and deposited money to have some fun, and now I've accrued a considerable amount to withdraw, however, it's not allowing me to carry out the withdrawal.

Could you help me with this issue?

Waiting for your response

Dear marlonnadolny,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

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,

Petronela

All my data was entered, I sent all my documents and it keeps saying that my pix key does not correspond to me.

Thank you very much, marlonnadolny, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello marlonnadolny,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Magic Red Casino to join the conversation and participate in the resolution of this complaint.

Dear Magic Red Casino,

Can you please comment on the player's issue? Is there any mismatch between the player's profile information and his payment method?

Thank you.

Kind regards,

Tomas

Casino.Guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello marlonnadolny,

I'm currently trying to get in touch with the casino's representatives internally to keep chances to get a result here. Therefore, I will extend the timer by another 7 days to see what can be achieved. I will keep you updated. Thanks for your patience.

Dear marlonnadolny

Thank you for playing at Magic Red

Due to regulatory requirements

We can only share further information on our official support channels.

Please Kindly contact us on 

https://www.magicred.com/contact-us/

Please specify your case and username so we can answer any questions as soon as possible.

I would like to apologize for any inconvenience caused.

Best regards 

Sasha

Magic Red Support

Dear marlonnadolny,

Could you please contact casino support as mentioned above and provide them with the requested information? Kindly inform us once you do so and also when you receive any response regarding your issue.

Thank you.

Dear marlonnadolny,

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.

Dear all,

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.

Kind regards,

Tomas

Casino.Guru