Magic Win Casino - Player claims that payment has been delayed.

I made a successful withdrawal of £300 on the 26/05/2023. This was on a free spin bonus which I successfully wagered. I am KYC registered aswell and i have deposited quite abit of money on this account too. All I get when I speak to them please wait and be Patient I think I have be patient enough we are into the 3rd week I just want my winnings. They are quick to take deposits but are extremely slow at paying a successful withdrawal out. Can you help please?

Dear lwhelan1987,

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. Have you made any successful withdrawals before? Which withdrawal method to withdraw your winnings have you opted for?

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi I made a bank transfer withdrawal for £300. The current status says "awaiting user request" god knows what that means. I’ve attached some images for you. No withdrawal made from this casino before it’s my first but I have made a lot of deposits though.

thanks laura

Hello?

Apparently you can’t speak to a manager at the casino, you can see the response from Nadia so rude of you ask me.

laura x

Thank you very much, lwhelan1987, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello lwhelan1987,

I'm Michal and I have taken over your complaint. I have reviewed this case, and just so you know, Magic Win Casino was not very cooperative with us in solving player complaints, but I will still try to contact the casino to shed more light on this matter.

We would like to invite Magic Win Casino to join the conversation.

Dear Magic Win Casino,

Can you please provide more information about why the player's withdrawal has not been processed yet?

Thankyou let’s hope someone responds

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.

Day 24 now and still no withdrawal paid getting very cross now

Dear lwhelan1987,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. Regrettably, it seems to be a common practice of Magic Win Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal