The player from the UK claims to have tried to self-exclude multiple times from the casino. Despite these attempts, the player continues to lose money resulting in a total loss of £5,000. The player holds the casino responsible and seeks a refund. We rejected the complaint because the player didn't respond to our messages and questions.
Magic Win Casino - Player fails to self-exclude from the casino.
Amount: £5,000
Magic Win Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.7
Magic Win Casino has a Safety Index of 1.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
I have tried ro self exclude multiple times which I have proof of, however they don't let me and subsequently I've lost around £5000 more in sports betting section since my requests were placed, which I want back due to their irresponsible actions
Public
Public
1 year ago
Dear leesichi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
I have checked the Responsible Gambling section on the website, and this is what I found (here):
PLAYER SELF-EXCLUSION
If you are concerned about your gambling behavior, you may choose to lock your gaming account. During this time, we will also take all reasonable steps to ensure you do not receive any promotional material.
If you have any concerns about your activity, please consider one of the following options:
A minimum of 24 hours cooling off period
A minimum one month self-exclusion period
To change these settings, please contact our 24/7 Support Team.
Is this support@magicwinmarketing.bet the email address that you have sent your email to?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
1 year ago
Dear leesichi,
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.
Public
Public
1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
