The player from Germany had a deposit bonus added to their account automatically. After a closer examination, we ended up rejecting this complaint as unjustified.
Magic Red Casino - Player has received an unwanted bonus.
Amount: €700
Magic Red Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hello,
I deposited 50 euros and received an unwanted bonus. I implemented it for 3 days to pay out a proud profit of 1200 euros. I then received the message that only a maximum of 500 euros profit will be paid out according to the bonus conditions. The remaining amount has been deleted. Even if this casino is legally on the safe side, because this is anchored somewhere in the conditions, I think that you should not distribute bonus money without asking and then not pay out the winnings. You should warn new customers about this.
Automatic translation:
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3 years ago
Dear Freaky,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked general terms and conditions, and this is what I found https://fi.magicred.com/?game-category=0:
„Your chance to remove the bonus from your balance
You have the right to remove the bonus from your account if you have not started playing that bonus. You can remove such a bonus manually from "My Game Account" or by contacting customer service."
Could you please advise if you have tried to communicate a possibility to opt-out from any promotional offers with the casino prior to any bets were placed?
Thank you in advance for your reply. Please let us know if this advice was helpful.
Best regards,
Petronela
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3 years ago
Translation
Hello, first of all thanks for the answer and the effort.
I had no contact with support at all, only after I received the email that I was only allowed to withdraw 500 euros. I then used the credit for 3 days until I finally had 1200 euros ready to be paid out. I then applied for payments of 1100 euros and a short time later another 100 euros. In support I was told several times that a sum of 500 euros would also be nice.
The question is, why do I meet all bonus conditions (35x wagering) and then I am not entitled to the profit. And why are players not shown the option of a bonus or not visually when making a deposit?
Best wishes
Automatic translation:
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3 years ago
It is nothing unusual to apply maximum cash out on the bonus play.
Furthermore, automatically applied bonuses are convenient for many players, you wouldn’t believe how many complaints we receive stating that a promotional offer hasn’t been activated immediately after depositing funds.
Could you please advise if your withdrawal of €500 has been requested and approved already? Thank you.
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3 years ago
Translation
Yes, the withdrawal has been requested and approved today.
I've tried many casinos, but I've never seen anything like it. But since everything is apparently allowed, I will have to accept this.
I thank you for the help and now just hope that at least the 500 euros arrive.
Automatic translation:
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3 years ago
I will leave this complaint opened until your further confirmation regarding successful withdrawal. Please keep me informed. Thank you very much in advance.
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3 years ago
Hello Freaky,
Have there been any developments since our last conversation?
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3 years ago
Translation
Hello,
I have received the payment of 500 euros.
But I stick to my opinion that adding bonuses without asking should be prohibited. I won 1200 euros and only get 500 euros. But as long as such tricks are allowed ...
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3 years ago
I'm happy that you've received your winnings however, we can't pursuit this case as the rest of the winnings has been capped justly.
We’ve rejected this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
