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

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

Amount: £300

Magic Win Casino
Safety Index:Very low
Submitted: 27 Apr 2023 | Case closed : 29 May 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from United Kingdom has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.

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1 year ago

Withdrawal made of £300 stating will take 21 days despite being KYC registered.


Not a lot of transactions made so should be easy enough to verify, feel like they are delaying Withdrawal

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1 year ago

Dear Biggie2020,

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

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1 year ago

Dear Biggie2020,

Have you received your withdrawal from the casino yet?

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1 year ago

Hi,


I have not received my withdrawal yet from the casino yet, I contacted them today, but they are still saying that it is in the processing process.

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1 year ago

Thank you for your reply, Biggie2020. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

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.

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1 year ago

Dear Biggie2020,

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.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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