Magical Spin Casino - Player's withdrawal is delayed due to error message.

Hello,

have won 88 euros and even though the casino claims that they have no technical problems I always get the same error message when I want to withdraw money!

Tried changing browsers/clearing cash memory, and also tried withdrawing money via mobile but get the same error message!

Screenshot sent to Magical Spin support but no special comment on it!

MVH: Boris O***

Dear BorisO,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Hello, thanks for the quick replies, and I can say the following:

• This is the first withdrawal I made at this casino
• the chat confirmed that my account verification is successful
• winnings that I have received were with bonuses that are successfully traded !
• have tried several browsers and the mobile without success
• was sent a screenshot without them commenting on the picture!

In a single e-mail conversation from support, they say the following:

Hello,

We have no problem with placing a withdrawal. Please try again, preferably on another device, or by placing a round amount (like 80 euros).

Remember not to leave any spaces before and after entering the BIC and IBAN.

Best regards,

Support - MagicalSpin

France: (+33) 1 76 46 11 83

International: (+357) 2 205 2961

Canada : (+1) 437 886 6121

Mvh: Boris O***

Hello again, this morning an e-mail arrived and they admit the error!

Suddenly the profit is registered and will most likely arrive in the account in a few days!

When they are in the account, I will come back and update/close the case!

Thanks for the help!

Boris O***

Thank you for your reply, BorisO. I am happy to hear that. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hi again,

money is in the account and I thank you for help!

Even though they paid at the end, I'm not happy with the time limit and the account is closed!

Thank you Casino Guru for all the help you have done and the matter can be closed now!

Dear BorisO,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru