Magical Spin Casino - Player Struggles with Address Verification.

Hello, I've been asked to verify my address, but I do not have the required documents because the electricity, mobile phone and water bills are in my wife's name. I can provide my earnings or vehicle insurance, but they are not being accepted. Can you assist me?

Dear mandelringo90,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Magical Spin Casino. I have checked the FAQ section of the casino and this is what I found are the documents accepted as proof of address:

• A photo of a Utility bill (gas, electric, water, telephone – must not be older than 2 months from date of issue) with name and address as registered in player’s casino account

Do you have any other utility bill that is written in your name, has your address, and can be downloaded as a PDF file?

Have you contacted customer support with advice on other possible documents you could submit? Have you received any explanation as to why your vehicle insurance was rejected?

Sometimes, casinos may accept a certificate issued by your town hall.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Yes, the problem is that I don't get an answer from support

Today I received a message saying that the document was not accepted for whatever reason. I don't have the other documents

Please keep your message confidential

Thank you very much, mandelringo90, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

My account would be verified

Hi mandelringo90,

So, based on your last message, do I understand correctly that your issue was resolved? Please, let me know if you need any further assistance.

Yes, my account would be verified on Monday

Now I'm just waiting for my payout, which should have come yesterday according to the terms and conditions in 2 days

I'm glad to hear your account was verified, mandelringo90.

If you want me to I will keep your complaint open until you confirm the successful withdrawal of your funds. Let me know as soon as you receive your payment from the casino.

My withdrawal was canceled today without any explanation, you can ask the casino please

Thank you for the updates, mandelringo90.

Dear Magical Spin Casino, I'd like to invite you to join the discussion. Would you please explain why the player's withdrawal was canceled?

Hello,

Please note that we are presently investigating the issue with our finance and support teams.

Regards,

Levi

Communications manager.

Is something else going to happen today?

The money would be paid out today, thank you for your help

Dear mandelringo90,

We are thrilled to hear the great news. Wishing you abundant success in all your future endeavors.

Best regards,

Levi

Communications manager.

Dear mandelringo90,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru