Magic Win Casino - Player’s winnings haven’t been received yet.

Hi

I opened account with magic win, verified my account before commencing playing ect.

So I made my first withdrawal and tbh the process was handle quite quickly after sending my requested documents ect and I recived the money within the 4 day period.

So I played again and won 236.25 off a horse racing triple so I've gone and withdrawn my winnings thinking it would be a quicker process as its not my first withdrawal ect but its been 6 days now and my withdrawal is just sat in limbo and is just awaiting to be processed still. I've contacting them and there response was there workload is quite high atm and will get to the withdrawal in due course???????surley they can't expect me to believe that a online casnio has to much of a workload to process this. Happy to take but not return by looks of it.

Very dissapointing tbh

Dear Ryanod5760,

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

Account fully verified. And all documentation sent to recive my first whitdrawal without any delay. Just finding it abit odd there dealying my second withdrawal as its still on requested after 6 days.

Kind regards

Dear Ryanod5760,

Have you received your withdrawal from the casino yet?

Good afternoon

No still in same situation, withdrawal still awaiting processing 😆

Thank you for your reply, Ryanod5760. Have you accumulated your winnings with or without an active bonus? Could you please advise when exactly you received your last successful withdrawal? Did you now use the same withdrawal method as in the past?

Hi

Winnings won without a bouns.

I made my first withdrawal without any drama tbh was processed in 4 days after documentation send and as this was my first withdrawal I thought this was very excptable.

But thats not the case this time around im using the same card and account which i deposited from the first time.

It will be 3 weeks on Thursday and the payment has not even gone to processing stage yet just sat in limbo as a user request.

There saying its a standard procedure for 7 to 21 days?????funny that my last withdrawal was 4 days????different procedure I guess 😆

Few things that worry me.

They state

"Payment are processed by Magicwin LTD"

This is not the case I was paid by a company called

"One Finance Solutions KFT"

And when I make deposits there taken from my bank from a company called

"Lcyogcy.Xyz"

This is a computer electronics outlet

Thank you very much for your reply, Ryanod5760. Before we contact the casino, could you 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.

As your colleague has stated that all withdrawals can range from 7 to 21 days, well we are near that cut of point and the withdrawal is still sat in a "user request" state.

If you could please shed some light on this matter would be much grateful 🙏 

My first withdrawal took 4 days to reach my account????I thought there was a 7 to 21 standard procedure 

Kind regards 

Ryan 

Hello,

Regarding your withdrawal request we checked in our system and your request is still under inspection by our relevant departments.

They must be sure that with your game and transaction history everything is as it should be according to the rules of checking the request for withdrawal.

Please, keep in mind that the entire process can take approximately 7 - 21 working days. Weekends are not included.

We kindly ask you to be patient.

Thank you in advance.

Kind regards,

Pedro

Customer Support Team

Thank you very much, Ryanod5760, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Ryanod5760 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Magic Win Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

Still waiting for withdrawal been 6 weeks now and still same excuses from magic win.

Be patient

Overload of withdrawals

Blah blah

Withdrawal not even sent for processing yet some fast withdrawal hey.

Terrible casino

Deeply disappointed

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. 

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,

Peter

We’ve reopened this complaint at the request of Ryanod5760. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. I will make effort to contact the casino on the new website but it seems to be a common practice of Magic Win Casino to ignore us completely in our attempts to mediate any kind of issue.

I have tried to contact the casino on the new website repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. I am sorry we could not be of more help on this occasion.

Best regards,

Peter