The player from Germany had won €10,000 on a slot game at magicalspin.com. After submitting all required verification documents, her account was deleted without explanation. The Complaints Team was unable to assist further as the winnings were confiscated due to a deposit made with a credit card in her partner's name, which was against the casino's policy. The complaint was closed, and she was advised to use payment methods exclusively in her name when depositing in online casinos.
Magical Spin Casino - Player’s account was closed after winning.
Amount: €9,500
Magical Spin Casino
Safety Index:Below averageSafety 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.
5.9
Magical Spin Casino has a Safety Index of 5.9, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Hello,
I won €10,000.00 on a regular slot game without a bonus at magicalspin.com. After I submitted all the necessary verification documents, my player account was deleted without any explanation.
Automatic translation:
Public
Public
4 months ago
Dear JAZE74,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Magical Spin Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports)
- Was your account verified?
- Have you contacted casino support and asked for an explanation? Have you received any response?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
4 months ago
Translation
Short update.
Logging into your account is possible again.
The account appears to be verified because I was able to submit a withdrawal request. The first withdrawal has been in process since July 16, 2024. However, I was no longer informed about the verification and there was no response to email inquiries. I only saw this by chance because I tried it out. I'm now waiting until July 23 to see if the withdrawal is released.
Edited
Automatic translation:
Public
Public
4 months ago
Translation
You have received an email from me.
Best regards
Jasmine ****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
4 months ago
Thanks for your emails.
Do I understand correctly the casino confiscated your winnings due to a 3rd party deposit being made?
In the course of the previous verification of your account, were your deposit methods verified as well? Which ones?
Were all 3 credit cards you used to deposit in your name only?
Public
Public
4 months ago
Translation
The account had already been verified since 2022 through my documents and a Visa. Now I had to verify again and resubmit all documents and cards from which deposits had ever been made. It is a checking account and a Visa in my name and a MarsterCard in the name of my partner, for which account I am authorized. After checking the documents, the account is verified again. However, when the payout was made, the winnings were deleted because the deposit was made via my partner's Mastercard. I did not know that I had to register this beforehand and it is also incomprehensible to me since I could also deposit via crypto or Paysafe... so you don't know where it came from. In addition, deposits have been made from this account several times. But as long as you lose, you are allowed to do that, but apparently you are not allowed to win. Absolute cheek and, in my opinion, also fraud
Automatic translation:
Public
Public
3 months ago
I understand it must be frustrating. If the card was issued in your partner's name, we might not be able to help.
I would recommend you use payment methods that are in your name exclusively when depositing in online casinos to avoid similar issues. It's a common requirement by almost all online casinos, and due to the nature of anti-money laundering legislation, we can't compel casinos to disregard this fact and ask them to pay you these winnings. Keep in mind, online casinos might ask you to verify every previously used deposit method in the casino.
Please let me know if there are any circumstances I might have overlooked, otherwise the complaint will be closed.
Public
Public
3 months ago
Dear JAZE74,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
3 months ago
Translation
The payment of the deposit amount was promised. However, this has not happened to date despite the IBAN being communicated several times 
Automatic translation:
Public
Public
3 months ago
Thanks for the update.
I hope your partner will receive the refund of the deposits soon.
Please note this process might take longer than a simple withdrawal, sometimes up to 30 days.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
