Magic Reels Casino - Player’s attempts to block their account permanently have been overlooked.

Hi I signed up to magic reels about a year ago . I am a problem gambler who suffered with mental health and depression. I asked the casino many times in the past to permenly close my account in which I was informed it was done. I have since been able to login and play and deposit money. When I spoke to live chat they claimed accounts are only closed for 30 days max. For a problem gambler and someone with mental health that really isn't good and is very dangerous. How is that acting responsible for a casino? I have asked the casino for a refund and for my account to be permanently closed in which they say they won't refund and yet again my account can only be closed for 30 days. Please help me. This can't be right.

I would also like to add when mentioned a refund I was told I have to send a passport. Here in the UK a driving license is a valid I'd card. The casino says that's correct but because there oversees and without a uk license a passport is the only option. I'm deeply upset that for months of begging them to close My account this has gotten this far

Dear Dazza171,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gambling section, and this is what I found (here):

"11. Expire date and annulation of accounts

...

11.7. A self-exclusion made via support or personal manager is valid for 30 days from the blocking date ."

We absolutely agree that blocking an account for a problematic gambler for 30 days only is insufficient. Could you please forward all the relevant communication to petronela.k@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,

Petronela

I sent the latest interaction with the casino

Any further updates please?

Thank you very much, Dazza171, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you

Hello Dazza171.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you qnd good luck. This was a message from my bank yesterday.

You would cancel the transactions through the retailer if it is someone you have provided your details to Darren, all they need to do is cancel the authorisation codes which you can give them. They are 007227 (£90.68), 007228 (£108.81), 007232 (£99.77) and 007233 (£81.59).

Why the casino can't just do this is beyond me!

Then they demand a passport from me. I don't have a valid passport as mine is expired. It states on there terms and conditions a passport or I'd card is needed. We'll a driving license is a valid id card in the UK but they won't agree. I've already been verified in the past so there just trying to work there way out of refunding me.

Hello Dazza171.

Please, could you explain your first message? It is quite unclear, what did bank requested you to do? Additionally, in your second message, did the casino team request you to provide the passport? Could you provide me with more information about the case status? 

My bank advised the casino to cancel the transactions I made as they failed to provide responsible gambling qnd also they have no UK license. The casino won't refund me or even look at my case apparently without me sending a ID card or passport. I offered a driving license which is valid id but they say they don't accept that

Did they explain why your driving licence is not sufficient? And, do you have another ID card?

No as my passport is expired. We use driving license in the UK. They simply said we don't take driving license yet it doesn't state that anywhere

We would like to ask the Magic Reels 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Dazza171.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Unfortunately, the casino is an unlicensed operator with a very bad reputation on our site. In the future, I highly recommend you to choose the licensed brand with at least a very good reputation on our site. You may avoid similar problems, but also in case of any problem, the resolution would have a much bigger chance of success.

Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru