Magic Red Casino - Player’s winnings disappeared.

Ich hab gewonnen ...und dann hat man mir geraten das Geld auszuzahlen .Dann heisst es vom Mangment es gibt nur 300 euro .. bei mir waren es 7000 euro insgesamt .. die haben eine Klausel drin ..

Dear Christian,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. From your initial replies it seems, that you played with a bonus. If this is the case, could you please send me a link of the specific bonus that you have redeemed, so I could check promotional terms and conditions carefully? Some bonuses, especially no deposit ones, feature maximum withdrawal limit.

Have you tried to contact the casino’s support regarding this issue? Could you please forward any relevant communication between you and the casino to kristina.s@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hallo eine Dame hat mich aus Berlin angerufen.. und hat gesagt das ich nicht viel Glück hätte ... und sie schriebt mir mein Konto 75 Euro gut ... damit habe ich dann gespielt ... und der Umsatz von 2500 Euro um zu aus Zahlung zu gehen .. habe ich dann auch gemacht .. ich wollte dann mein konto zetievizieren .. über den Konto .. und der vom Support hat gesagt ich soll es mir gleich auszahlen lassen .. die 7000 Euro .. nächsten Tage habe sie gesagt das mein Geld weg wäre .. ich hab 300 Euro gut geschrieben bekommen .. und ich habe mich falsch verhalten... weil ich mit über 5 Euro Einsatz grspielt habe .. und das gelt ist jetzt gepackt.. weg sagen sie .,

Hello Christian,

I checked the casino's Bonus T&Cs and this is what I found:

"If the player placed single bets equal to or greater than €4 or €0,50 per line, or 15 percent of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal."

Are you aware of breaching this term? Would you be so kind and send me your game history? (My email address is mentioned in my first reply).

Ja das haben sie mir auch geschrieben... das ich dagegen verstoßen habe ... aber ich hätte doch weiter gespielt... 😞 und der Support hat gesagt zu mir das ich das Geld auszahlen soll ...

Was ich darauf gemacht habe

Hello Christian,

I am sorry, but the maximum bet rule isn't hidden, you can find it in the casino's 'Bonus Policy' here:

https://www.magicred.com/info/bonus-policy/

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

On the other hand, we agree with you that this rule should be enforced at software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. This is one of our requirements for 'fair and safe casinos'.

In our opinion, the casino didn't do anything wrong. This situation could happen in any other casino, which has the maximum bet bonus condition like this one. There is nothing more we can do for you. We can only recommend you to be more careful in the future and read all of the casino's General and Bonus T&Cs.

Unfortunately, we’re forced to reject this case. I am very sorry I couldn't help more, but I hope you won't come across a problem like this again.