Magic Win Casino - Player’s withdrawal is delayed.

I made a withdrawal of 270 on the 16th April. On the website is says withdrawals can take upto 48 hours. When I received nothing I was told by multiple agents that it can take 21 working days. It’s now been a 21 working days and the payment is still showing as "awaiting".

spoke to someone else again who just gives a generic copy and pasted email about the financial department being busy but I’ll be paid soon. Help. Please!

Dear tonir02,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue with Magic Win Casino. Please allow me to ask you a few questions so I can understand the 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Veronika

Hi this is my first withdrawal but all winnings were made using my own funds I have not used any bonuses through this casino. I have also passed all the verification checks they asked for.

thanks

toni

Could you please forward all the relevant communication between you and the casino to veronika.l@casino.guru? Alternatively, you may post it here.

Which communication do you need? Thanks

I need the most recent communication between you and the casino which is relevant to the case. Or if there is anything relevant in your previous communications, you may forward these as well. Thank you.

I am only able to communicate with them on live chat, the email address provided just bounces when I try to contact them so I don’t have any messages from them saved as the live chat disappears when done.

Thank you very much, tonir02, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Magic Win Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello there,

Thank you tonir02 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!

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.

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