The player from Lower Saxony has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. Regardless our repeated attempts to contact the casino, we have received no responce so the complaint was closed as unresolved.
Magic Win Casino - Withdrawal of player's winnings has been delayed.
Black points: 336
Amount: €2,000
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.
1.8
Magic Win Casino has a Safety Index of 1.8, 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
1 year ago
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1 year ago
Translation
I won €2000 on 01/31/2023 and am still waiting for my payout at Magicwin every time I'm in live chat I'm put off with be patient it's a work in progress. According to the casino, the processing takes 7-21 working days, which I find more than unusual. The deadline for Magicwin expires on March 1st, 2023. I will wait until then and if nothing has happened in terms of the payment of my won amount I will seek legal assistance and report to all authorities responsible for monitoring and controlling casinos and file a complaint against this casino.
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1 year ago
Dear phreaked80,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
I already applied for the payout on January 31st, 2023 and was kept up until today with such statements that the processing takes 7-21 working days where the 21 working days are already up.
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1 year ago
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Would it be possible to update my current status from the date of the payout order on my part, since I am already e-mailing the casino several times a day without success, and every day I get the same STANDARD statements as you see in the attachment or chat history above can select. I would be very grateful for a quick clarification and support on your part.
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1 year ago
Thank you for your reply, phreaked80. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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1 year ago
Translation
I am certified at the casino and this is my first payout that I have registered without a bonus and have not yet received an answer from the casino and the status of the money to be paid out has been processing since 01/31/23 to this day.
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1 year ago
Thank you very much, phreaked80, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hi phreaked80,
I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Magic Win Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please tell us what are the reasons for such a delay? Was the payout already processed from your side or it's still pending?
Please, feel free to send all the relevant evidence to my email natalia.b@casino.guru.
I'm looking forward to hearing from you.
Kind regards,
Natalia
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1 year ago
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.
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1 year ago
Dear phreaked80, 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
