Magic Red Casino - Player faces bonus issues and account deletion.

This casino allowed me to deposit and spend money on there casino, even though im registered with gam stop. I am a problem gambler and suffer from complex personality disorder, i feel this casino have promoted false incentives to lur people in however not falling through with there promises and it seems like games are corrupt. After telling the casino i am requesting a refund of my deposits since there unfair bonus structure where the staff member had persistently lied to me about the structure of the wagering requirements on the bonus, even though i had it in screenshots telling me otherwise from the company website, the advisor was trying to tell me that several deposit bonuses which i was awarded were expired / however they had no expiry date on them, which some others did, since there was a total of 180 spins i was due to be awarded that also had no wagering requirements which also wasn't stated anywhere that they had wagering requirements as soon as i checked the situation changed, and they had gone from x60 then down to x35 when there was none to begin with. I feel like the casino took an opportunity here to not follow through with there promises and didn't want to cough up the rewards after which i was already credited.

The website layout isn't that appealing since there is no advertised section on the homepage that directs you to the bonus section of the website, with it being in the ACCOUNT SETTINGS section hidden in the corner of the top right page. Usually From previous experience the Bonus page within any casino is clearly advertised as are any incentives won from the games. Its like they are trying to hide the bonus section of the website to save on the free spins advertised. Also by the sign up offer i used with this company stated 100 wager free spins, however i was given 50 spins that had wagering requirements since the staff member had advised me that the offer i presented was not valid. However it is even advertised on here (CASINO GURU) as 100 spins, with no 0x wagering requirements. I have requested my entire deposits back due to the issues i have faced here and they have now deleted my account, before that they advised that i need to contact gam stop myself CCing them in an email for them to obtain my file. However shouldn't they be able to do that themselves since they are under gam stop as advertised on the website?

Dear omarajamie9,

Thank you for submitting your complaint, and I'm sorry to hear about the issue you're facing. In the past, we have handled GAMSTOP-related cases, but we have received guidance suggesting that it is best for players to directly contact GAMSTOP. Regrettably, we are not privy to the specific procedures and methods GAMSTOP employs to verify eligibility for refunds among registered users. While we have our own self-exclusion procedures, GAMSTOP operates independently and employs its own set of criteria, which we are not acquainted with. Consequently, it is beyond our ability to assess such cases.

If there are any further developments regarding your case in the future, please don't hesitate to contact me at petronela.k@casino.guru, and I will update this thread accordingly. Once again, I wish we could offer more assistance.

Kindly inform me of your preferred course of action.

Best regards,

Petronela

Dear omarajamie9,

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.

can you help with this?

Hi omarajamie9,

• Have you contacted Gamstop directly as advised in my previous reply?

Thank you.

Yes they have asked me to sort it with magic red who arent being very cooperative. However since this has happened, i have recieved email from magic red stating that they are unable to honor my refund request due to my details not matching the same as my gamstop file. The details which they are reffering to are as follows;

my name on gamstop; jamie omara

me name on magic red ; jamie anthony omara

different address

same mobile telephone number

same date of birth

however when i went on to live chat this morning to contact them directly, they confirmed me by my name which is not registered with them being jamie omara, where i am registered jamie omara, and persisted to allow me to access account information on this basis. Ultimately contradicting everything they have refused my refund request for, so ultimately it seems they can bend the rules as they please. How is this even fair policy?

Hi omarajamie9,

I'm sorry for the ongoing unresolved issue. However, as previously mentioned, we lack the ability to assess these matters accurately due to Gamstop's proprietary procedures, which are not publicly disclosed. My suggestion at this juncture would be to directly address the matter with both the casino and Gamstop. If you remain dissatisfied with the resolution, you may pursue the instructions outlined in the terms and conditions to contact the Independent Betting Adjudication Service (IBAS).

YOUR COMPLAINTS

11.1If you have a complaint, you can contact us at:support@magicred.com. We will seek to resolve a reported matter promptly. Complaints will be escalated internally according to the urgency and nature of the complaint, and once a solution has been identified it will be made known to you as soon as reasonably possible.11.2.If your complaint relates to the outcome of a gambling transaction and for some reason you are not satisfied with the resolution of your complaint by us within 8 weeks of us having received your complaint and where you have cooperated with us in relation to the complaints process in a timely manner, you may refer the dispute free of charge to the Independent Betting Adjudication Service (IBAS) Where you refer your claim to IBAS you should do so promptly. More information regarding IBAS's dispute resolution services can be found at: ibas-uk . For an adjudication form please send an email to: ibas-uk.com/consumers/claim-wizard/11.3.Our complaints procedure does not stop you from filing a claim with the courts in accordance with Section ‎17 or from filing a complaint via the European Commission's Online Dispute Resolution Platform available at: europa.eu/consumers/odr11.4.The complaints procedure will not affect any rights which you may have under applicable law.

Please let me know how you wish to proceed.

Dear omarajamie9,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.