Magic Red Casino - Player’s requesting all deposits to be refunded due to existing registration with Gamstop.

I registered with Red Magic Casino and signed up, deposited over £1300, with no blocks, flags and intensity to keep depositing.

I am fully registered with Gamstop, effective 16/10/2020.

The company accepted my registration, deposits, all under 120 minutes, and even emailed me with a confirmation of details check.

Reference: 37610686887465

Hi,

This is a GDPR notice to let you know that you have been successfully age verified by AgeChecked, on behalf of: AG Communications.

This is a failed KYC practice as I am a problem gambler and had a sudden urge to gamble. I have attached there KYC checks below.

I am seeking a full refund of my deposits.

I contacted there live chat and a few minutes later I had an email saying I have been suspended for 2 years.

Please help.

Dear Gazrun,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do that, please could you forward any relevant communication along with your Gamstop registration? My email address is petronela.k@casino.guru. Do all the details provided during your Gamstop registration align with the information associated with your casino account registration here?

We will do our best to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

I have requested full Gamstop details directly from them, and cc'd you into the request.

All details match, except email, as I used my other, however Date of birth, address all should of been picked up during registration.

Any other website I've tried, instantly blocks me. It's so unfortunate I've relapsed and redmagic allowed me to deposit over £1300 in such a short space of minutes.

Thanks,

Gaz

The emails I will use to provide communication to this case are:

G**@***l.net

G****c@live.co.uk

Thanks,

Gaz

Thank you, Gazrun, for your reply. As we await confirmation from Gamstop, would it be possible for you to provide a screenshot of your casino account details? This will enable us to compare them with your Gamstop registration for verification purposes.

Hi Petronela,

By all means, I would. However as soon as they recognised I was Gamstop registered, they suspended my account with immediate effect for 2 years.

Screenshot attached of me trying to login to provide you those details.

Thank you very much, Gazrun, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Thank you for your help so far Petronela, I look forward to resolving with Matej & Magicred.

Hello Gazrun,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

While we are waiting for a reply from the Casino, as you can see by the deposit times, it was a degenerate deposit and nothing was picked up - I really hope MagicRed can put this right for me.

Thanks!

Dear Gazrun,

We apologize for any inconvenience caused.

We are taking these claims very seriously-

This is a high priority case and will be reviewed by our Compliance and legal teams with the highest Urgency.

I would appreciate if you could provide me with your username so we can resolve the issue as soon as possible.

Best Regards

Magic Red Customer Support 

Dear Gazrun

Our Compliance team has been contacting you trying to confirm your GAMSTOP registration.

Please follow the instructions sent to your email or contact our support team to complete the process of your reimbursement.

Best Regards 

Magic Red Customer Support

Hi,

I have done this already through Casino Guru, if they can forward it you?

If not, I havent had any emails from you yet. Let me know what you need.

Kind Regards,

Gary

Hi,

Any updates?

Thanks.

Hello.

I have received information from the casino stating that they require a few additional days to conclude the investigation.

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, Any conclusion please? Haven't had a refund or any response.

Dear Gazrun,

I have received information from the casino that they require a few additional days. Please be patient as the casino is actively working on finding a solution.

Now been almost a month and had no resolution. Please can this be concluded?

Dear Gazrun,

If the casino does not respond by tomorrow (7+7+7 days), I will consider this complaint unresolved and assist you in submitting it to the regulator.

I apologize for the inconvenience. Thus far, Magic Red casino has always had incredibly fast response times. Perhaps your situation is more complex, but they should provide you with at least some information, naturally.

Dear Gazrun,

I contacted the casino, and they informed me that you have already received information regarding the need to contact GAMSTOP about this issue.

Can you please confirm if you are already in touch with GAMSTOP?

Hi Matej,

I've spoken to GAMSTOP, and informed them all the information they require.

Before it was a conclusion and a result, now it's prolonging the already prolonged case - They should admit there KYC failed and a refund is due to myself.

I tried to reply to them, the casino, on Many many occasions, however it appears they blocked my email address as I get bounce backs.

Please escalate.

Dear Gazrun,

Today, I had a conversation with a casino representative via Skype. He informed me that the matter at hand is being directly handled by GAMSTOP and they are unable to intervene. Therefore, I kindly request that you address the issue with GAMSTOP, as they will determine whether you are eligible for a refund or not. Unfortunately, Magic Red Casino is unable to expedite the process as GAMSTOP needs to make the initial decision.

Hi Matej,

I have emailed Gamstop to see where this case is at, I've never heard of Gamstop disputing a case on behalf of a customer, however I've reached out to find out what's going on.

Gary

I have reached out to Gamstop, please see there reply.

Dear Gary‍ Thank you for contacting GAMSTOP. I can confirm you do currently have an active exclusion in place which is not set to expire until 26/10/2025 at 13:00 GMT. However Gamstop does not get involved with any disputes involving the release of funds. This is something to gambling company in question would need to help you with.  If you need any further help about our self-exclusion service, please check our FAQs on our website. For further help and support with your gambling, you can contact the National Gambling Helpline on 0808 8020 133 or visit www.gamcare.org.uk. Best wishes GAMSTOP

Dear Gary‍ Thank you for contacting GAMSTOP. Unfortunately we do not speak to any operator directly. You are able to CC the operator into the email thread and we can share your registration details.  If you need any further help about our self-exclusion service, please check our FAQs on our website. For further help and support with your gambling, you can contact the National Gambling Helpline on 0808 8020 133 or visit www.gamcare.org.uk. Best wishes GAMSTOP

Hi Matej,

As above, it appears the Casino do not want to be held responsible and are prolonging the situation. All I'm asking is a refund on my deposits in good faith being a Gamstop customer.

Dear casino representative,

Could you please explain the situation to us? Gazrun has already contacted GAMSTOP as you requested, but it seems to have reached a dead end.

Dear Gazrun, would you be willing to contact the regulator? It could be of great assistance.

Hi Matej,

I’m happy to take this as far as needs be. It’s been over a month now with no resolution from the casino.

Dear Gazrun,

I have received a response from the casino stating that you registered with different name, phone number, email address, and address than the ones registered on your GAMSTOP certificate.

The casino has requested that you contact their support team through official channels to make any claims (which I believe you have already done).

You can now choose to continue handling your claim with the casino, or I can direct you to the regulator (which may take some time, but the regulator's decision is binding for the casino).

Dear Gazrun,

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.

Hi,

The details I used matched, Same address, Name, But phone number and email were different.

this was eventually picked up, after being able to deposit £1363.

Dear Gazrun,

I verified the information with GAMSTOP. They informed me that the casino has the authority to make decisions about refunds. They also mentioned:

As per our Terms of Use, a GAMSTOP self-exclusion is not foolproof and is not intended as a replacement for willpower. It is meant as an aide to help those who wish to control their gambling habits.

In this case, I think the next step is to reach out to the casino's regulator.

Please inform me if you require assistance with that.

Dear Gazrun,

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.

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.