The player from Germany is having difficulties withdrawing his winnings and placing bets due to an incomplete KYC process. Unfortunately, player stoped responding and we can't investigate without player's cooperation.
Magical Spin Casino - Player’s struggling to complete the KYC verification.
Amount: €600
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
Player stopped responding
REJECTED
Case summary
4 years ago
Public
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4 years ago
Translation
I won € 600 yesterday and wanted to pay out, which was rejected because my account has not yet been verified, then I requested all documents to be sent by email. I have been waiting for over 24 hours for a message to be sent but not happening in live chat I am not told exactly how long it will take to check my documents, I can only request a payment if my account is confirmed!
I think one should inform the customer more precisely and the verification of the documents accelerate more than 24 hours is definitely too long
Automatic translation:
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4 years ago
Dear Isco33,
Thank you for submitting your complaint. I’m very sorry to hear about your problem. Please understand that the verification process is a complex one. The casino wants to make sure, that they send the winnings to the rightful owner, and several steps are required to complete this thorough process. It is nothing unusual if it takes 7-10 working days. The delay also might be caused by fact, that situation in the world is challenging for everyone – even for casinos.
I would suggest you to wait a few more days (let’s say 7 days) and if no one gets in touch with you during this time period, we will try our best to help you.
Best regards,
Kristina
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4 years ago
Translation
The casino uses it to advertise the documents within 2 working days. In the meantime it has been 3 days for me and nothing has happened! When I contact Live Support I am told that they have a lot to do and I should wait, but then they shouldn't advertise with them, that's not fair to the player!
Edited
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4 years ago
Isco33, I completely understand your frustration and no one should promise what they cannot fulfill, however, I would kindly like to ask you to be patient and wait for a few more days and if your account isn't successfully verified, we will try to get in touch with the casino and find out what's going on.
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4 years ago
Translation
I would be very happy if you help me with the matter and contact the casino!
Edited
Automatic translation:
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4 years ago
Thank you very much Isco33 for a reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Isco33,
I looked at your complaint and will do my best to help you. Withdrawal process is a long term business, after verification it will go through fraud department and then the withdrawal will be processed. Please, be so kind and wait couple of days, considering current situation. If you won’t receive your withdrawal, let me know and we can invite Casino to the conversation. Thank you for understanding.
