The player from Germany is facing issues with a payout of 500 euros, as their documents submitted a week ago have been deemed unacceptable without prior feedback. They express frustrations about the lack of communication and assert that other casinos accepted the same documents promptly.
Magical Spin Casino - Player’s winnings are confiscated.
Amount: €500
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.
Case opened
Current status
Waiting for player to reply
2d 11h 43m 28s
Case summary
4 days ago
Public
Public
1 week 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 week 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 week 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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4 days 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.
Ladidadi15 has 2d 11h 43m 28s to reply
