Home Complaints Magical Spin Casino - Player’s account has been blocked and winnings from the bonus play forfeited.

Amount: €1,000

Magical Spin Casino - Player’s account has been blocked and winnings from the bonus play forfeited.

7.9/10 Good reputation Submitted: 17 Oct 2019 | Case closed: 31.10.2019
Our verdict

Insufficient evidence from player

REJECTED

Case summary

13 days ago - 31 Oct 2019
The player from Portugal has accumulated 1000 EUR in winnings from the first deposit bonus. When the player tried to withdraw the money, the casino blocked her account, stating that she has created a different account in the past from the same IP address. We rejected the complaint because the casino provided satisfactory evidence.
Written by Petronela
Casino Guru admin
Public
Ana
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I made my first deposit of 25euros with a bonus offer. I was able to earn 1000 euros after completing the bonus requirement. I tried to do the survey 3 times, always without success. However the casino invented whether I had another account with the same ip, which is impossible. Because I had never played in this casino before and I live alone, that is, it makes no sense to have another account with my ip. They were rude to me by email and blocked my account, they got 1000euros.

Posts are translated by Google Translate and may not be completely accurate
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Petronela

Dear Ana,

Thank you very much for submitting your complaint through our website. I’m very sorry to hear about your problem. Please, could you be so kind and forward to me any relevant communication between you and the casino? It would be very helpful for me to understand the whole issue completely. In the same time, may I ask you if there is any chance that someone from your family members, friends or even neighbors has opened an account from the same IP address?

 

Please, see below the part of the T&Cs regarding opening a player’s account: "2.1 Magical Spin only allows one account per IP address (registration account IP address or log in IP address), home address (postal address), bank card, email address ... In case a player wishes to open an account while another account is already created within the same home, IP address... an authorization, by email (finance@magicalspin.com) must be issued prior to the opening of the second account. If a player wishes to use someone else's credit card to make a deposit, he must receive permission from the finance department before making the deposit and send an authorizationfrom the cardholder of the credit card (authorization, If granted, will expire at the end of the day in question)."

In the event that, following a verification (random or not), Magical Spin realizes that one of these rules has been violated, all accounts in question will be blocked without notice and any balance of the balance or any request for withdrawal In progress will be canceled, even if the account (s) have been verified beforehand, the verification of account being just an identity check.

 

Thank you very much in advance for your reply.

Best regards,

Petronela

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Ana
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I live alone, no one used my ip.

It's not fair to block my account this way and keep my earnings.

Posts are translated by Google Translate and may not be completely accurate
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Petronela

Dear Ana,

Thank you very much for your reply. I contacted the casino.

Hopefully, together, we will be able to help you as soon as possible.

Best regards,

Petronela

Public
Magical Spin Casino

Hi Ana, 

 

I have reviewed this account with risk management.  Our risk department verified for me the linked accounts with same name and IP address as well as another account using the same IP.  

 

Our terms and conditions which follow industry standards in regards to the sharing of IP's is thorough and players may only have one account per household.  Risk management has locked all shared IP accounts connected to this matter and have canceled your playing sessions due to the violation.  Balances and withdrawals were closed. 

 

2. OPENING A PLAYER ACCOUNT

2.1 Magical Spin only allows one account per IP address (registration account IP address or log in IP address), home address (postal address), bank card, email address ... In case a player wishes to open an account while another account is already created within the same home, IP address... an authorization, by email (finance@magicalspin.com) must be issued prior to the opening of the second account. If a player wishes to use someone else's credit card to make a deposit, he must receive permission from the finance department before making the deposit and send an authorization from the cardholder of the credit card (authorization, If granted, will expire at the end of the day in question).

In the event that, following a verification (random or not), Magical Spin realizes that one of these rules has been violated, all accounts in question will be blocked without notice and any balance of the balance or any request for withdrawal In progress will be canceled, even if the account (s) have been verified beforehand, the verification of account being just an identity check.

 

 

 

Regards,
Levi H.
Communications manager
Magical Spin Casino

Public
Ana
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Once again I repeat that I never created another account on the site, I live alone, nobody could use my ip.

I still don't understand how they say there is another account.

I would like to get more information about this supposed account that they talk about.

Posts are translated by Google Translate and may not be completely accurate
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Petronela

Dear Levi,

Please could casino provide any kind of evidence that would support a theory that the player has breached T&Cs by creating multiple accounts using the same IP address and linked accounts with the same name. Thank you very much in advance.

Best regards,

Petronela

Public
Magical Spin Casino

Hi Ana, 

 

I have thoroughly reviewed your account with risk management and platform.  Our systems located linked accounts by IP address and a few other details that I am unable to divulge due to security concerns and privacy rules of the casino.  "Screen shots were provided to Casino-Guru. 

 

Risk management and our platform provided me with valid evidences on behalf of the query where it is clearly displayed that you either shared an IP within the same household or had opened more than one account. By these actions you have breached the casino policy and terms and conditions.  

 

Magical Spin maintains zero tolerance towards players who abuse our terms and conditions concerning multiple accounts allowing for bonus fraud and or abuse.  The breaching of Magical Spin casinos Terms and Conditions by creating or sharing more than one account per IP or household had therefore triggered your violation. 

 

2.1 Magical Spin only allows one account per IP address (registration account IP address or log in IP address), home address (postal address), bank card, email address ... In case a player wishes to open an account while another account is already created within the same home, IP address... an authorization, by email (finance@magicalspin.com) must be issued prior to the opening of the second account. If a player wishes to use someone else's credit card to make a deposit, he must receive permission from the finance department before making the deposit and send an authorization from the cardholder of the credit card (authorization, If granted, will expire at the end of the day in question).

 

Result

In the event that, following a verification (random or not), Magical Spin realizes that one of these rules has been violated, all accounts in question will be blocked without notice and any balance of the balance or any request for withdrawal In progress will be canceled, even if the account (s) have been verified beforehand, the verification of account being just an identity check.

 

This decision is final. 

 

Regards,
Levi H.
Communications manager
Magical Spin Casino

Public
Ana
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Lies ...

Anyway

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Petronela

Dear Ana,

Please could you provide me with your address? I would like to check it against the screen shots that have been sent to us from the casino. I can assure you, that this information will stay private. Thank you very much in advance.

Best regards,

Petronela

Private
Ana
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Posts are translated by Google Translate and may not be completely accurate
Public
Petronela

Dear Ana,

Thank you very much for the information that you have provided. I would like to ask you for your home address. The casino sent us screenshots, confirming, that several accounts have been created this year from the same IP address as yours. It can happen, if you live in a house of multiple occupancy or simply, if you have created an account with the casino once and then later this year, you went back, and opened another one by a mistake. Please understand, that even if you signed up for more than one account accidentally, it is still considered, as breaching the T&Cs. If this is the case, unfortunately, we must reject this case, even if the whole misunderstanding was created unintentionally on your side. 

 

Please if you have any kind of proof, that would support your case, do not hesitate and forward it to us. I am sorry I couldn’t help you more in this case. Thank you very much for your understanding.

Best regards,

Petronela

Public
Ana
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What evidence can I give when clearly the casino is lying. They certainly used photoshop to fake and invent that I had more accounts, just not to pay me my casino winnings. I repeat once again, I live alone in this house for 5 years, nobody comes here to use my internet, I have no neighbors nearby. I had NEVER played in this casino before. The casino gave me an AnaMaria name on a double account as proof. (fake proof) I'm Ana, but I'm not Maria, and I've never in my life used any AnaMaria nicknames at all. Unfortunately nothing can be done about this situation and they know it. It's a casino that should be blacklisted.

Posts are translated by Google Translate and may not be completely accurate
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Petronela

Dear Ana,

 

I am very sorry to hear, that you believe, the casino faked the evidence. In our point of vue, the proofs which have been provided to us by the casino, were satisfactory. Sadly, I am forced to close this complaint as ‘rejected’. 

 

If you still wish to continue with this case, I would recommend you, to contact Curaçao eGaming (the Licensing Authority). Please be advised: „Curaçao eGaming should only be contacted by players when they believe an Operator is in breach of their license. All disputes with an Operator about a payout, a blocked account, a delay, broken features and so on, should first be taken up directly with the Operator. If no resolution is found there are number of independent bodies you can contact, which should be listed on the Operator website. If, however, the complaint relates to an Operator breaching their license, you can contact Curaçao eGaming directly via their Player Support channel or via the "File a complaint" button below. You must include all the details of your grievance so they can investigate fully. All disputes must be recorded in writing via email so the complaint is correctly recorded."

In order to proceed with contacting the Licensing Authority, please use the link below.

 

https://validator.curacao-egaming.com/validate?domain=www.magicalspin.com&seal_id=1b12ca007a3aabbff07945870c4a39a66439538dd97f61ceec75def37e94629a3367587fcf7d5b9df8f21c06c3c90bfa&stamp=33a49910fee4f2659dd3d6d45760cf2a

 

I am sorry I couldn’t help you more in this case. Thank you very much for your understanding.

Best regards,

Petronela

The request to reopen the complaint has been submitted. We will review the situation and inform you about the outcome of this process.