The player from the United Kingdom had been waiting for over a month to receive a withdrawal she requested for £150. She had been informally advised by customer support to be patient and was persistently ignored. Despite our attempts to mediate the situation, the casino, known for its 'No Reaction Policy,' did not respond to our efforts. Consequently, we had to close the complaint as 'unresolved,' which negatively impacted the casino's overall rating. This was a common practice for this particular casino, and we recommended avoiding it due to its lack of cooperation in resolving issues.
Magic Win Casino - Player's withdrawal has been significantly delayed.
Black points: 62
Amount: £150
Magic Win Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
7 months ago
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7 months ago
I made a withdrawal request for £150 on 16th February. still not received my payment. Contacted customer support several times. been told to be patient. that they have emailed the finance team and are waiting for an update (this was 4 days ago). And they just keep ending the chat. now on day 26 working days waiting for payment.
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7 months ago
Dear twinklestarkelly81,
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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7 months ago
Dear twinklestarkelly81,
Thank you for your email. 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.
