Magic Red Casino - Player’s winnings have been cancelled.

I made a deposit at this casino, I played and won the amount of 400 reais, then I had to verify the account, I sent all the necessary documents, but soon after I received a message stating that I am a minor and I am 26 years old, then they blocked me I cannot send the proof of identity again so they can see that they are wrong, I requested the withdrawal of the amount I won, and I also did not receive or receive a response either via chat or email.😡😡😡

Dear silmaraf938,

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. Do I understand correctly that your winnings have been cancelled due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you accumulated your winnings with or without an active bonus?

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. Thank you in advance for your reply.

Best regards,

Petronela 

Yes, I sent all the necessary documents that they asked for, and also the amount earned was only with a deposit, I did not receive any bonus.

Thank you, silmaraf938, for your reply. Could you please forward any relevant communication to petronela.k@casino.guru before we'll contact the casino? Looking forward to hearing from you.

Dear silmaraf938,

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.

Player's additional comments:

"Regarding my problem with the Magic red casino, they still haven't paid me, they rejected my withdrawal request and asked me to do it again."

Dear silmaraf938,

Could you please forward any relevant communication at your earliest convenience? Thank you in advance.

I understand the issue, silmaraf938. I was wondering if you communicated this problem with the casino directly and if you could forward any relevant communication (emails or live chat transcript) to petronela.k@casino.guru at your earliest convenience. Thank you in advance.

Dear silmaraf938,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.