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

Hello

MagicWin.bet

I have requested a withdrawal on the 12.01 and if you log on to the account is still comes up as an awaiting . Its not even pending yet . When u registeron the website it says that the withdrawal time is 2-4 days . When you actually win anything it says 7-21 working days . I have sent them several emails ..

Got one back yesterday saying that due to the high demand of withdrawals it could take a bit longer ... I am slowly loosing hope of getting my money ...

Dear Zenitalia,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation of what caused the delay? Have you received any winnings from this casino in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

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

The withdrawal still comes up as an awaiting . It not even pending yet . Apparanetly that's a standard procedure (time frame for processing the withdrawal ) Apparently high volume of requests is the reason . I haven't received any winings in the past

Sorry I put the date wrong . I request a withdrawal on the 12th of Febuary . So it has been a month

They have stopped replying to e mails ...

Thank you very much, Zenitalia, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Zenitalia 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!

Hello Peter .Thanks for your help . I hope we will be able to resolve this problem as quick as possible . Do I need to do anything else ?

I kept sending e-mails everyday. Unfortunately no response from them ..

I am currently trying to contact the casino in any way I can hoping to get a response from them. Unfortunately, there is not much that can be achieved without cooperation from their side.

As for what you can do to help, keep us updated on any developments to your complaint, responses to your emails or such. Thank you in advance!

Would you recomend to just wait a bit longer ?

That would be best, we will have to wait and see what stance will the casino take to this issue. As I said before, I'm trying to contact them repeatedly but so far it has been to no avail though I'm confident we can resolve this issue!

Thank you for your help Peter . If anything changes i will let you know .

After a week of trying i finally got an email back ...

Can u delete the sensitive attachment please . Didn't realize my details are in there . Thanks

I have marked all the attachments as sensitive therefore they're not visible to anyone other than you and myself, if you still wish to remove them let me know and I'll delete them.

Any news from your side on my case ? Thanks

I have contacted the casino multiple times now but it seems they don't want to discuss the issue with a third party, so it seems we won't be able to come to a conclusion. 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.

To be honest with u i have lost hope for getting any of that money ...

I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru).

Would you be able to do it for me please ? Ask them to contact me if they have got any questions ? Many thanks

Unfortunately I can't do it for you but I will send you an email with a guide of how to contact the authority. If you'll have any further questions feel free to respond to the email.

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.

Unfortunately they do not deal with MagicWin Casino ... They have not replied to any of my emails .. Lost hope to get my money from them ...

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. 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 might 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. The casino site states they are licensed by one of the Curacao gaming licenses but as you said yourself they said they don't deal with them, therefore there is a possibility the license is fake. There is still one Curacao Gaming Authority (https://www.gaminglicensing.com) you can try to contact and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter