The player is experiencing several problems with his casino account. The deposit he made was not added to his balance. Later, his account was blocked, including his winnings of €140. The player's deposit was refunded, the case was resolved.
Magical Spin Casino - Player’s account with €140 balance was blocked.
Amount: €140
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
After making two payments of the same amount, another income is due on my card that does not appear on my balance sheet but is deducted from my bank.
After talking with them about the issue, not only they have not solved it, but they also do not want to pay me € 140 that I have earned.
The last thing, today, I can't access my account.
They called me a couple of days ago and they were supposed to take over and now they don't even answer the emails.
magicalspin.com is a great scam
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4 years ago
Dear Jose Manuel,
Thank you for contacting Casino Guru and bringing this issue to our attention. I’m sorry to hear about your negative experience. Did the casino explain to you why your account was blocked? Please forward the conversations with the casino to us. We may be able to help you if we have more information.
Best regards,
Peter
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4 years ago
Translation
Now they have invented this
Hi,
The risk department has verified its activity.
It seems that you have placed unauthorized bets under the terms and conditions that you have accepted.
Below is the extract of the terms and conditions:
7.5 The maximum bet allowed with bonus money or winnings derived from promotions / bonuses is € 7.50. This rule also applies to free spins or bonus games that a player can buy directly from a game, since the amount of the purchase is considered the amount of the bet.
Therefore, we inform you that you must cancel your last game session, in accordance with the terms and conditions that you have accepted.
Regards,
I tell you that my account is locked ...
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4 years ago
Hi Jose Manuel,
Thank you for the update. If you broke the maximum bet rule when playing with a bonus, there is not much we can do. However, we will investigate the fact that the money you deposited never reached your casino account and the account was blocked. I will contact the casino and we will see how they respond.
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4 years ago
Translation
The rule has been invented now, since the balance had been put in the account as cash.
When I protested they were angry and invented this ... But the money was already in the account not as a balance of bonds but as cash.
They block my account and refuse to tell me more ... That is a scam.
Thank you
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4 years ago
Translation
For two weeks that they had me dizzy with the documentation they admitted that I had the money earned. The rule has been invented as a result of the discussion and I did not know about it until this last email.
The account is still locked, so I can't go in to do anything they say.
This is an email sent to me at the beginning where it says that I can withdraw when I have verified and identity.
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Dear jmworld,
We are delighted that you have made your first withdrawal request. Congratulations!
In order to proceed with your withdrawal request, you are bound by the casino's terms and conditions to submit the following documents:
- A valid photo ID and signature.
National double-sided identity document or passport (double inside page, including your signature). - Proof of address of less than three months in your name and address.
an electricity bill, water, telephone or rent receipt. - Your banking details if you request processing by bank transfer.
- Double-sided copy of each credit card used to make deposits on our site.
- Obverse: license visible only the first four and last four numbers and their last name and first name.
- back: your signature must appear in the space provided for this purpose and hide the CVV code (the last three security digits). - If you have used an alternative payment method, such as an electronic wallet (Moneybookers, Neteller, etc.) please provide us with a screenshot of the electronic wallet account showing your last name, first name, email address and postal address.
In some cases, a verification phone call for the user may also be necessary to complete the account verification.
Please note that documents must be sent to verification@magicalspin.com for verification of your account and may take up to one business day.
IMPORTANT:
Withdrawal requests are processed within two business days. This one-day period starts from the day your account is validated.
Sincerely,
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As for the third income they say nothing ....
Greetings. Thank you
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4 years ago
I see, my question now is: Has your account been successfully verified? If not, this could be the reason why your account has been blocked.
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4 years ago
He enviado todos los documentos y mi cuenta fue verificada correctamente.
El mensaje del 10 de enero tras hablar con ellos por teléfono y haber enviado todos los documentos.
Your account has been verified
Dear jmworld,
We would like to inform you that all your documents have been approved and validated by our service.
Your account is now verified and your withdrawal requests can be processed.
IMPORTANT:
If you choose a new deposit method in the future, you are invited to send us the documents for verification.
Best regards,
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4 years ago
Hi Jose Manuel Fernandez,
After a thorough review of your account with risk management, I was able to confirm that you placed over bets on the account. In regards to the casinos terms and conditions. The following rule has been part of the casinos terms and conditions for many years and is standard for the entire industry concerning deposit and free bonuses.
7.5 The maximum bet allowed with bonus money or winnings derived from promotions / bonuses is € 7.50. This rule also applies to free spins or bonus games that a player can buy directly from a game, since the amount of the purchase is considered the amount of the bet.
This rule has remained unchanged since 2016.
In regards to your deposits.
You made 3 deposits each qualifying for the welcome bonuses "receiving 100% on 1st deposit, 50% on 2nd deposit and 150% on third deposit". That you fully played through which you claimed via your dash board. You took full advantage of the welcome package with the casino.
However, The last session was canceled and your account closed for the violation of the terms and conditions with regards to your over-bets.
Profs of the over-bets will be provided to Casino.Guru if requested.
Levi H
Communications director
Magical Spin Casino
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4 years ago
Translation
Perfect mail that shows what kind of company manages the casino.
He argues misrepresenting the data as he pleases by introducing truths and lies always in his favor.
Agree that bets may have been made that did not count towards the release of the bonus, but that is not to violate any rules, they simply "do not count."
On the other hand, the "cash" balance was already in my account ... I guess, since this casino is all very dark; that show the status of the account… to which I have no access since "I started to get angry" (why did the money go into cash if I had violated the rules?)
On the other hand there is the SCAM of the third income (I am managing it with my bank) and the 150% bonus; IN NO TIME is the balance or bonus or income charged on my balance. NOTE: I know it doesn't contribute anything but "I was saving the 15% bonus for the weekend, since I liked the start casino".
I am very tired of these companies that rely on anonymity and act in a "fascist" way doing what they want with total impunity.
It is no longer the economic loss of this case, it is little, if not the moral damage that they do to users and companies that work honestly.
I will not stop until the operation of this company is known and I refer to other users, there will be many, who have been scammed by MagicalSpin and I urge them to make a common front ... before they "evaporate in cyberspace ", which will not take long to happen.
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4 years ago
Hello Levi,
Could you please send me the aforementioned evidence including a short explanation why exactly the player's account was closed to my email address (peter.m@casino.guru)?
Best regards,
Peter
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4 years ago
Translation
As you can see, they don't show their faces, but my account is still canceled ...
Reiteero magicalspin is a SCAM and we will continue with the publicity ... let everyone know
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4 years ago
Hi,
We forward the documents and screen shots the day of the request.
Regards,
Levi H
Communications director
Magical Spin Casino
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4 years ago
Hi Jose Manuel,
I am communicating with the casino. I will let you know as soon as I will have enough information.
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4 years ago
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I will not stop until they give me a solution ...
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4 years ago
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I don't know anything about the Magical spin casino is a scam and my account is still locked
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4 years ago
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Now he tells me when I want to access that it is not available for my location .... what has been said disappears and the injured are left with nothing ... should the public administrations do anything?
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4 years ago
Hi Jose Manuel,
I received information from the casino, that the casino asked you for bank details to refund your deposits but you never responded. Have you checked your email including the spam folder?
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4 years ago
Translation
I refer you to previous emails to verify that all the information was already sent and approved by the casino, including all the necessary bank details, but I'm still waiting.
The casino has not contacted me at all; Advertising still send from time to time.
Magical spin is a scam and they try to argue lying and delaying.
Let's continue
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4 years ago
Hi Jose Manuel,
I asked the casino to reply here and find a solution to your issue. When the casino contacts you again and asks for additional information, please provide all data they need.
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4 years ago
Hi Jose,
You have been sent a email from our finance team requesting a valid bank account where your deposited funds can be sent too.
Please send this information to finance@magicalspin.com as soon as possible please.
Regards,
Levi H
Communications director
Magical Spin Casino
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4 years ago
Translation
Good Morning.
I have sent you the information that you are requesting since I have received your mail.
I hope to solve the problem and if this happens I will realize it.
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4 years ago
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Today they have returned the third income, which as I had said, had not done so. € 25.
They don't say anything about the profits ...
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4 years ago
Hi Jose Manuel,
I'm glad your deposit was refunded. I'm afraid, you will not receive the winnings due to breaking of the maximum bet rule. The casino sent me evidence of this. I'm sorry, but there is nothing that can be done. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like the maximum bet rule. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. I will close the case as resolved since your deposit was refunded.
Best regards,
Peter
