The player from Germany faced issues with a payout of 500 euros, as their documents submitted a week prior were deemed unacceptable without any prior feedback. They expressed frustrations about the lack of communication and asserted that other casinos had accepted the same documents promptly. The Complaints Team extended the response time by 7 days but ultimately rejected the complaint due to the player's failure to respond to inquiries, which prevented further investigation.
Magical Spin Casino - Player’s winnings are confiscated.
Amount: €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
Player stopped responding
REJECTED
Case summary
2 weeks ago
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Public
1 month ago
Translation
Winnings of 500 euros are not being paid out. I submitted all documents 1 week ago and have since received no response. No replies to emails. Out of nowhere, an email arrived stating that the documents are not accepted. All other casinos accepted the same documents within minutes. Stay away from magicalspin!!
Automatic translation:
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1 month ago
Dear Ladidadi15,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please advise us on which documents you have provided?
- Have you provided all the required documents as soon as possible and in the correct format?
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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1 month ago
Translation
I have submitted all the required documents. They are all current documents. Every other casino has processed and accepted the same documents within minutes
Automatic translation:
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1 month ago
Thank you for your reply, Ladidadi15. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
