Magic Win Casino - Player’s account remains open despite closure request.

I have been asking this casino to close my account for months I have sent loads of emails and my account is still open, I have told them I have a gambling problem and I am losing money I can’t afford but they are ignoring me, can you help please

Dear Vicweb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

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.

If you are worried about your gaming behavior, please take action 

Could you please forward me the self-exclusion requests (or messages in which you informed the casino about your gambling problem) together with any other relevant communication between you and the casino? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi on their website there is no we’re to self exclude or close the account, unfortunately I haven’t kept any of the emails I have sent to them and some messages were on live chat

Thank you for your reply, Vicweb. I am sorry, but the self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend to send a new self-exclusion request.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to the casino and let me know if there has been some progress.

Ok thank you I will send this again today and then send you a copy

Hi

i I have just emailed magic win and superb casinos please see attached emails

Thank you. Please, let me know if you receive any reply.

Yes I will let you know, but I have sent over 30 emails and haven’t received any replies and my account is still open

Still no news?

Dear Vicweb,

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.

Hi can I have an update please I sent my evidence I haven’t heard anything since

Dear Vicweb,

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

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.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from this casino. I wish I could be of more help.

Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

The casino can reopen this complaint anytime.