The player from Germany had his account verified but when he attempted to make a withdrawal, he was informed that his account needed to be verified again. The player claimed to have supplied the necessary documents for KYC verification, but the casino stated they had not received them. The player was requested to resend the documents, but did not do so within the provided timeframe. Consequently, we were unable to investigate further and were forced to dismiss the complaint.
Magical Spin Casino - Player encounters KYC issues when withdrawing.
Amount: €1,330
Magical Spin Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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8 months ago
Translation
Hello GuruSupport,
I need your assistance in smoothly resolving an issue.
I have been registered with Magical Spin Casino since 27th December. Right from the start, I insisted on getting myself verified. Despite winning initially, I had an overriding urge to play more games, which proved to be my downfall.
Since then, I have been playing there regularly.
For the verification process back then, I was supposed to send an email to
verify@magicalspin.com
With all the necessary data/documents attached.
I did that.
I distinctly remember asking in the online chat if everything was resolved, as I didn't receive any response via email. I was then told that I was verified.
Today though, just when luck favored me, I wished to make a withdrawal, but was told that my account KYC needs to be resolved. The online chat again guided me with the same instructions. The frustrating part is that there are no chat logs provided either via email or they are deleted post chat, which makes it impossible to refer to them later for clarification.
This is particularly important to compare and clarify instructions step by step accordingly.
I will forward my old email with the documents to this instruction-bound email with my documents again.
However, I feel this is getting complicated and thus, with permission, I would also like to have your support with this.
I'll also attach a few screenshots for reference..
Automatic translation:
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8 months ago
Dear reypat75,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and sometimes casinos request documents even though the account was verified in the past.
Could you please advise if you have already provided the requested documents? If yes, which documents you have already provided and when exactly you sent the last one?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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8 months ago
Translation
Hello support @magical spin
And also hello @guru
Yes, it is a required thing the KyC. Only I sent you documents on 12/27/23. If I remember, when I asked whether the verification was complete, these were also confirmed by the online chat at the time.
I am also happy to make another request. But everything looks and sounds as if nothing had ever been sent before. I forwarded this documentation of mine again by email to the email address mentioned verification@magicalspin.com sent.
Please check these first and ask for other documents, which I will then be happy to provide.
Best regards
Recep Y
Automatic translation:
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7 months ago
Thank you very much for your reply, reypat75. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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7 months ago
Translation
There's nothing else there other than the screenshots I've already posted.
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7 months ago
Thank you very much, reypat75, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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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7 months ago
Dear reypat75,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Magical Spin Casino representative to join this conversation.
Dear Magical Spin Casino,
Could you please provide clarification regarding the player's verification process?
Thank you in advance,
Mirka
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7 months ago
Hello,
I wanted to inform you that I'm currently reviewing the issue and have reached out to our finance team. I will provide a response as soon as I receive one.
Best regards,
Levi Hogan
Communications Manager
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7 months ago
Hi Reypat75.
Please be aware that following confirmation from the financial department, it appears that the required documents for the KYC process have not been submitted. An email was sent to you on the 4th of March 2024 requesting the following.
"We are currently in the process of reviewing the information provided. To finalize the verification process, kindly send us a proof of address dated within the last three months in your name and address. This could be a utility bill (electricity, water, telephone, gas, internet) or a rent receipt.)"
Please provide the documents above to finalize your KYC.
Best regards,
Levi Hogan
Communications Manager
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7 months ago
Translation
Hello Levi Logan,
Almost answered yesterday, I hope it is clear to you that you are asking for exactly what I delivered. I mean, when it comes to proof of address, you would like to understand it as far as possible and also see a bill from the energy supplier or bank receipts or telephone/internet bill. The first was a complete invoice for the last year called the annual financial statement invoice of the energy supplier. DATED it was from 01/19/24 and according to the 3 month rule until yesterday it was still green and within the deadline.
I will upload them here again in the appendix for review.
Best regards
Recep Yildirim
Adding data doesn't work here!!??
Automatic translation:
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7 months ago
Dear reypat75,
I hope, that your issue will be resolved soon. Feel free to sent me the documents to miroslava.d@casino.guru .
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7 months ago
Dear reypat75,
I've received only an empty e-mail from you. Could you please try to check, if it would be possible to send it again with the appendixes?
Thank you.
