The player from the United Kingdom had requested a withdrawal a month ago. However, it remained pending, with no response or assistance from customer service. Her account was verified, and she had not used any bonuses or promotions. Recently, she had been blocked from the live chat and her emails were being ignored. Despite our efforts to mediate, the casino did not respond, which was a common issue with this casino. Due to their non-cooperation, we were forced to close the complaint as unresolved, which negatively impacted the casino's overall rating. We recommended players to avoid this casino due to their poor customer service.
Magic Win Casino - Player’s withdrawal is being delayed.
Black points: 296
Amount: £1,400
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.
1.8
Magic Win Casino has a Safety Index of 1.8, 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
6 months ago
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6 months ago
Withdrawal still "awaiting" no help or answers from customer service live chat or emails to confirm withdrawal.
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6 months ago
Hello lomond,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Magic Win Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Since when is the withdrawal pending? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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6 months ago
The account has been verified. I requested the withdrawal on 03/04/24. I did not use any bonuses or promotions and I emailed them this morning but no reply. I emailed yesterday with a reply of the withdrawal still going through the process, high demand of withdrawal requests, etc etc.....the usual reply I've been getting for the past 6 weeks.
Thqnks
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6 months ago
I have now been blocked from the live chat for the past few days and my emails are being ignored.
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6 months ago
Dear lomond,
Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" 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, it seems to be a common practice of Magic Win Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous 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 to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from this casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
