A player from the United Kingdom had reported a delay in her withdrawal from Magic Win Casino, which had surpassed the specified 7-21 business days timeframe. Her account had been verified on the same day she requested the withdrawal, and the winnings had been accumulated using both a bonus offer and real money. Despite multiple contacts with the casino, she had been repeatedly told her withdrawal was in the "inspection" stage with no definitive timeline. We had attempted to mediate the issue but due to the casino's history of non-responsiveness, we had to mark the complaint as "unresolved". This decision had negatively impacted the casino's overall rating and we had advised caution when dealing with this casino.
Magic Win Casino - Player's withdrawal is delayed.
Black points: 113
Amount: £350
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.
1.7
Magic Win Casino has a Safety Index of 1.7, 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
11 months ago
Public
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11 months ago
Hello cazhld,
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? 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
Public
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11 months ago
Hi, yes my account was verified on the 07th December which was the day the withdrawal was requested. This was my first withdrawal request and the money was initially won using a bonus offer/real money.
i have contacted the casino numerous times and get a standard response. Yesterday was the most recent and I am told the withdrawal is in "inspection" stage still and the accounts team have the right to take as long as it needs.
Public
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11 months ago
Dear cazhld,
Unfortunately, I would like to inform you that since this casino has 15+ 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.
