The player from Germany had received aggressive messages and unsolicited advertisements from the casino, despite numerous attempts to unsubscribe. The player had followed the Complaints Team's advice to send a self-exclusion request to the casino, but continued to receive promotional offers. Despite multiple attempts from the Complaints Team to contact the casino, the issue had remained unresolved due to the casino's lack of response. Consequently, the complaint was closed as 'unresolved', negatively affecting the casino's overall rating. The Complaints Team had recommended the player to avoid this casino due to its history of unresolved complaints.
Magic Win Casino - Player still receiving unwanted emails.
Black points: 20
Amount: ??
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
10 months ago
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10 months ago
Translation
Dear Sir or Madam, Unfortunately I still receive aggressive messages and advertising sent to my email address. I have unsubscribed from advertising several times. This is simply ignored.
I receive the advertising on my email address
stefa***** 73@web.de
Can you help me?
Thank you
Kind regards
Stefan G****
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Dear stefangalle17,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Magic Win Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@magicwin.bet (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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10 months ago
Dear stefangalle17,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
Hi stefangalle17,
I can see that you sent an email to the casino as instructed. Could you please advise if your account is blocked now and if the problem is resolved? Have you received any reply from the casino?
Thank you.
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10 months ago
Translation
Dear Sir or Madam, I received another promotional offer despite the complaint. I clicked on the unsubscribe button again. I can't say yet whether this is now permanently active as it happened 2 days ago. If I do so again within a If I receive advertising this week, I will get in touch immediately
Thank you
Kind regards
Stefan
Automatic translation:
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10 months ago
Translation
Hello, unfortunately nothing has changed. Unfortunately, I still receive advertising from magicwin
Unfortunately nothing has changed
Kind regards
bile
Automatic translation:
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10 months ago
Dear stefangalle17,
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.
