Magic Win Casino - The player's unable to access the website.

I’ve attempted a withdrawal of £600 on match 20th 2023, I was recently told to be patient on live chat but I’ve had no update, I also have an account balance of £1500, when I search for the website now it says server not found which is a bit worrying.

Hello Joelinton7,

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 logged into the casino or spoke to them and what was it about?

Looking forward to your answer.

Regards,

Nick

It was verified on same day as withdrawal request 20th March, it was real money I’ve opted out of all bonuses. I last logged in and spoke to an agent on live chat a couple of days ago, she said she would escalate to the financial team but that’s been said a couple of times. I’ve just had a message saying the site is under construction and that is why I can’t currently access.

Thank you Joelinton7 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Joelinton7,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Magic Win Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Magic Win Casino Team,

Could you please look at the player's issue and provide us with an explanation? What is happening there?

Has the player's account been blocked/closed and anything confiscated, or are we just talking about common website maintenance?

Thank you in advance for providing the information.

The website is back up after maintenance now but they still won’t give me any timescale estimate on my withdrawal from March 20th through live chat or email.

Thank you for the update, Joelinton7. Let's wait for the casino's response.

However, if there is any progress in the meantime, please, let me know.

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.

70 days I’ve been waiting now.

What are my next steps regarding this?

Dear Joelinton7,

I am sorry for the delay.

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

Unfortunately, there is no other way how to try to speed the process up or force the casino to cooperate in resolving the issue as, according to our information, the casino operates without any valid gaming license. Therefore, there is no authority you could turn to, and I only recommend staying patient. It is possible that we are talking about an unusually long delay, and you will be paid out, but you should also count on the option that it will not happen.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru