Magic Win Casino - The player's withdrawal is delayed.

Put money in completed wager x50 withdrawal amount £3500 10th June they say 21 days it’s been 38 now emailed 10+ times they keep saying it’s at accounts not paying me I’ve met all criteria ie verified account etc thanks

Hello natcumiskey,

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 is 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

Hi thanks I was verified about may 20th and I bought a bonus with real money met there x50 wager terms and was able to withdraw winnings and have spoke to them on 19th of this month may thank you

Hello natcumiskey,

Can you please clarify the exact date of requesting the withdrawal? If your account got verified only 4 days ago, I would definitely wait at least 10 more days for the payment to be processed.

march 30th 2023

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

Wish you best luck resolving it.

Regards,

Nick

Hi natcumiskey,

I've just reviewed your case and am sorry that you came across such a problem. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Magic Win Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please provide us with more information regarding the case? Could you specify if the withdrawal request has been processed from your side?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Thanks for helping

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.

Dear natcumiskey, 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,

Natalia