The player from Italy had requested a withdrawal from Magic Win in June and consistently received the same email response citing delays due to increased transaction requests and security checks. Despite having a verified account and a previous withdrawal processed in 48 hours, he had not received his latest withdrawal after 28 business days. We were unable to resolve the issue as the casino had a 'No Reaction Policy' and did not cooperate with our attempts to mediate. The complaint was closed as 'unresolved,' which will negatively impact the casino's overall rating.
Magic Win Casino - Player’s withdrawal has been delayed.
Black points: 210
Amount: €1,000
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
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
4 months ago
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4 months ago
Translation
The site has changed its name and the current site is:
I requested a withdrawal on 06/24, and I keep receiving the same responses. Here is one response to an email:
"Good day,
We regret to inform you that there has been a delay in processing your withdrawal.
We fully understand the importance of prompt access to your funds and we are committed to ensuring a quick turnaround for all financial transactions.
The current delay is due to an unexpected increase in transaction requests, along with comprehensive security checks that we are required to perform.
These steps are crucial to protect the funds and ensure a secure transaction environment.
Our team is working diligently to expedite this process and we are confident that your withdrawal will be processed as soon as possible.
Your patience and understanding during this period are greatly appreciated."
The responses are always the same, and since 28 business days have passed, I still have not received my money, despite this not being my first withdrawal (400€ processed in 48 hours) and my account being verified.
Automatic translation:
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4 months ago
Dear Federac4,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.
I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.
Could you please forward a screenshot of your withdrawal request to veronika.l@casino.guru?
Thank you in advance for your cooperation and reply.
Best regards,
Veronika
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4 months ago
Translation
Good morning,
I sent the screenshot of the withdrawal to the address written above.
Automatic translation:
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4 months ago
Dear Federac4,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, 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, we have no other choice since it seems to be a common practice for Magic Win Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our 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 resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Magic Win Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
