HomeComplaintsMagic Win Casino - Player's withdrawal is delayed.

Magic Win Casino - Player's withdrawal is delayed.

Black points: 198

Amount: £800

Magic Win Casino
Safety Index:Very low
Submitted: 11 Apr 2023 | Unresolved : 28 Apr 2023
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

1 year ago

The player from the UK requested a withdrawal. Unfortunately, the funds weren't received yet. It seems to be a common practice of Casino to ignore us completely in our attempts to mediate any kind of issue therefore the complain remains unresolved.

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1 year ago

Hi, i opened an account at magic win unfortunately.

Spent around £200

won £1000,

withdrew £800

on 7th march

still says pending on my account,

live chat no help at all, scam site.

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1 year ago

Dear Ss40,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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1 year ago

Hi tomas,

this is my first withdrawal from magic win,

my account is verified,

i didnt accept any bonuses, so money was won from my balance ,

thanks

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1 year ago

Thank you very much, Ss40, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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1 year ago

Hello there,

Thank you Ss40 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. It seems to be a common practice of Casino to ignore us completely in our attempts to mediate any kind of issue but we keep trying!

Thank you!

Edited by a Casino Guru admin
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1 year ago

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.

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1 year ago

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

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