Magic Win Casino - Player’s withdrawal has been delayed.

after making a withdrawal from the casino site , magic win. It has been almost 28 days and I have yet to receive my withdrawal .

After contacting the company magic win) they have stated that my bank have confirmed my payment has been made.

after contacting my bank no such contact has been made by my bank.

No payment has been made and I am still awaiting my £100 withdrawal .

Dear Itsme33,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal has been processed but never reached you? Have you received transaction tracking numbers from the casino? I understood that you have opted for a bank wire transfer, is that correct?

Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

However, 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

Hi Petronela,

yes that is correct.

the casino say that they have paid out my withdrawl. They say that they have contacted my bank and that my bank confirmed that the payment had been made. after contacting my bank my bank have confirmed that no contact has been made from themselves.

I have not received any tracking numbers from the casino or no further contact at that matter.

I have since emailed them twice for a response as to what is going on and to where my withdrawal is.They have yet to reply. Since my contact with the casino I have re logged into the casino account.

it is now suddenly saying that I have a pending withdrawal ( I have not made any other withdrawals) I am so frustrated and angry with this casino.

thank you

itsme33

Thank you very much, Itsme33, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Itsme33!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you.

I appreciate your help .

I have since emailed magic win about this issue again and I have had no response of any kind .

Since re logging into my Casino the £100 in question suddenly reappeared into my balance !!

I have now had to withdraw it again.

I have emailed to say I need this £100 made to my nominated bank account with no hesitation and that I should not be expected to wait yet again another min of 21 days .

clearly the £100 was never payed into my bank account in the first place as they had stated.

I have lost all trust in this company and feel very disheartened about the whole situation.

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.

We have received an e-mail from the player, stating:

"Hi,

Just an update.

Today I was finally paid out my £100 withdrawl .

I was yet to receive any communication from magic win. However, I am just relieved that I have finally received all of my winnings .

Thank you so much for all of your help.

Itsme33 "

Player has confirmed that the withdrawals has been received, therefore I would like to thank both sides and to close the complaint as resolved.

Itsme33, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Pavel K

Casino Guru Team