Magic Win Casino - Player was asked to complete obligatory wagering of the bonus.

Danielle ***hello again

6:55:02 AMKennyWelcome to our chat!

How can I assist you today?

6:55:08 AMDanielle ***Just sent this email to support: Twice I have put a deposit in to gain a bonus. Twice I was told I need to wager my deposit to take out my winnings. I was first told I could use this money to wager on any slot games. So I wagered my £40 (again after the first lost of money) so I could take out my winnings to then see that my £97.27 was added to my wagering. The second agent has now told me that I have to use it on specific games which I was not told before (the games are gone now as Nadia ended the chat). You are just trying to keep my money because I am being told different things by different people!! Can you add the £97 to my withdrawal option or I will report you for misconduct and supplying conflicting information, I was told that bonus money was mine after wagering my deposit and then I was told it wasn't. I can report you to the Gambling Comission and FCA, i'm sure you would rather I didn't. As an online casino i'm sure you make tons of money, I just want mine back that is mine to take. FYI; If you feel that you've been treated unfairly by a gambling company, you can use Resolver to make a complaint to an alternative dispute resolution (ADR) service. If you feel that the ADR is unable to resolve your complaint, the Gambling Act 2005 allows you to bring your issue to court. https://smnweekly.com/2023/01/26/magic-win-casino-review/

6:55:37 AMKennyBut you did get bonuses with you last deposits.

6:57:11 AMYou can't withdraw because you have an active wager.

6:58:25 AMDanielle ***i wagered my deposit!!!!!!!!!! twice!!!!!!!

6:59:00 AMKennyTo withdraw your wager must be 0 and you have 5338.43 left.

6:59:03 AMWhen you get extra money to play with, we increase your chances to win.

A bonus protection system takes place in order to keep things fair. When you receive a bonus on your deposit, you have to wager (total bets)=(bonus amount)X50 before you can withdraw the bonus money (unless promo terms say otherwise).For example, if you deposited 40 and got 80 bonus (200 percent), you should wager 80 X 50 =4000; once the wagering requirement is completed, you can choose to continue playing or to cash out.

You can check how much wagering is left to be done in my account section whenever you like.

6:59:23 AMAnd also you don't need to wager your deposit but your wager from the bonus.

7:00:33 AMDanielle ***This means nothing to me!! i did what u said and i still can't take it out! cancel the wagering and let me take my money! and it never took my wager from the bonus it took it from my deposit!

7:01:22 AMKennyContinue to play to lower your wager to 0 and after that you will be able to withdraw.

7:02:38 AMEvery bet you place will lower it no mater the amount.

7:03:04 AMDanielle ***on what???????? where????????????

7:03:28 AMKennyContinue playing.

7:04:02 AMOn slot games.

7:04:07 AMDanielle ***yes which ones!!!!!!!!

7:04:22 AMKennyI will tell you where you can play.

7:04:36 AMThese providers Pragmatic, Qickspin, Wazdan, Apollo, Netent, Novomatic, Amatic, Igrosoft, Igt, Aristocrat, Playtech, Egt, Merkur and Yggdrasil.

7:05:28 AMValley of gods, Beauty, Niagara falls, Champions of Rome, Vikings3, Fruitouds, Doubles, Easter Island, Incinerator, Bigblox, Rainbowryan.

7:05:37 AMDanielle***why wasn't i told this before????????? i was told any slot game

7:06:23 AMKennyBecause this is just where you can play with your bonus.

7:06:25 AMNothing else.

7:06:30 AMSo continue to play and lower it and then you can withdraw funds if you continue to win.

7:06:59 AMMinimum withdraw is 100 keep that in mind.

7:07:09 AMHave a nice day.

Dear roadrunnerbird123,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue.

Wagering of the bonus is very common and can be found in almost all casinos offering bonuses. A bonus represents a form of reward you get for opening an account in a casino, depositing money, or real money betting. The most common form of a bonus is a credit that you can play with and which, after fulfilling certain conditions, will be credited to your account. The most common condition is the wagering requirement of the bonus.

Unfortunately, at this time, our hands are tied. I would recommend that you complete those wagering requirements, otherwise you won’t be able to withdraw.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Tomas

I understand but first i was told to use my deposit and then i was told to use my bonus and no one told me which games to use my bonus on. I have wagered over £40 so this is bang out if order and they know it! They just don’t want me to take my winnings!

kind regards

Danielle

Dear roadrunnerbird123,

Could you please explain if the casino accused you of breaching any rules related to you not knowing which games were allowed and which were not allowed while your bonus was active?

Dear roadrunnerbird123,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.