The player from Ontario had submitted a withdrawal request less than two weeks prior to contacting us. The winnings hadn't been obtained up to that day. After our team's intervention and communication with the player, it was confirmed that the player had successfully passed the KYC verification. The player later confirmed that the pending withdrawal had been processed and received after more than two weeks. Consequently, we had marked the complaint as 'resolved'.
Magic Red Casino - Withdrawal of player's winnings has been delayed.
Amount: Can$900
Magic Red Casino
Safety Index:Very highSafety Index
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9.8
Magic Red Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Hi,
I have two pending withdrawals, the first one being from April 22nd ($600) and the other one on April 26th ($300). I've contacted support numerous times and they have provided little to no assistance with expediting my withdrawal.
They have said withdrawals usually take 2 business days, well I'm on business day 6 with my first withdrawal and the 3rd business day on my second.
Is there anything you can do on your end to assist?
Justin
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6 months ago
Dear testsilkroad21,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 months ago
Dear testsilkroad21,
Have you received your withdrawal from the casino yet?
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6 months ago
Thanks for following up. My April 26th withdrawal was processed however my April 22nd withdrawal still remains pending.
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6 months ago
Thank you for your reply, testsilkroad21. Could you please confirm that you have passed the KYC verification? Did you accumulate your winnings with or without an active bonus?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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6 months ago
Dear testsilkroad21,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
