The player from the United Kingdom had complained about her account on Magic Red being disabled due to self-exclusion. She had been self-excluded for over 4 years and had made deposits over £1,000, but had not received her refund. The player had stated that she had not requested account closure or indicated a gambling problem to the casino, but was self-excluded from many other casinos and registered on GAMSTOP. We had suggested contacting GAMSTOP directly for assistance as they operate independently and have their own refund eligibility criteria. However, the player did not respond to our messages and queries within the given timeframe, thus we had to reject the complaint. The case could be reopened if the player decided to resume communication.
Magic Red Casino - Player's account disabled due to self-exclusion.
Amount: £1,000
Magic Red Casino
Safety Index:Very highPlayer stopped responding
REJECTED
Case summary
I opened my magic red account over 2 years ago now, I have made numerous deposits over £1000 I then went to log on and my account was disabled. I then went onto chat and they said this was because I'm self excluded. I have been self excluded over 4 years for then this website to be closed. I have then requested to have my deposits back and was told somebody would be in touch but they haven't I think I have been treated unfairly and would like help resolving this.
Dear ldavis4614,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you ever requested your account to be closed or suggested a gambling problem when communicating with the Magic Red Casino?
- Could you please advise if you have self-excluded yourself from any other casino in the past?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
I have never requested my account with them to be closed,I never suggested a gambling problem whilst communicating with them I had deposit limits set and was responsibly gambling.
I am self excluded from nearly every casino site there is I am also registered on gamstop.
Hi ldavis4614,
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.
Thank you.
Dear ldavis4614,
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.
