The player wass unable to withdraw due to payment provider issues. After some time, an alternative method of withdrawal was found and the player received their payment.
Magical Spin Casino - The player's unable to withdraw.
Amount: €100
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.
6.2
Magical Spin Casino has a Safety Index of 6.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Fulfilled the free bonus rollover.
After that I verified the account with a deposit of €10.
At the time of lifting, there is only one muchbetter method and it gives a system error. Contact support.
4 days passed and nothing. In other words, I have the money in € locked up. In chat they only ask to get in touch via email.
RIDICULOUS!
Automatic translation:
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2 years ago
Hello Gremiofbpa,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Magical Spin Casino. Allow me to ask you a few more question before we would move forward.
How long have you been trying to withdraw? Is your account verified or only your payment? When was the last time the casino responded to you.
Note, that mostly the payment issues are not related to the casino and the waiting time is up to the provider as they have to fix it. Mostly the casino can offer only an alternate withdrawal option.
Please also forward any relevant screenshot or communication between you and the casino to nikolas.b@casino.guru.
Regards,
Nick
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2 years ago
Translation
Trying to withdraw at 1 week.
Account with complete documents and initial deposit. 10€ deposit.
Casino does not respond for 1 week. In all emails passed through the chat.
I sent images with the error .
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2 years ago
Dear Gremiofbpa,
If the withdrawal is not available for a week, I would recommend only to wait a little bit more as it is most likely the payment provider issue and hardly related to the casino. When and how exactly did you contact the casino with the issue? Could you forward this communication as well?
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2 years ago
Translation
Every day I contact the casino. Through the chat and email they go through. Every day !
Since 01/18/2022
I get in touch every day.
If there is a muchbetter wallet system error with the site, it is up to the casino to correct it and add another way.
I have the money stopped and I can't withdraw. Since I deposited in euros in the house.
If I deposited Ecopayz why don't you have Ecopayz for example as a withdrawal?
I think I lost my money...
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2 years ago
Dear Gremiofbpa,
If the issue is really provider related, I would only recommend to wait at least until the end of the next week to see if it will be fixed or not. If they wouldn't fix it until next week, we will definitely intervene.
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2 years ago
Translation
You can now intervene please. The finance and support team doesn't even respond to daily emails with pictures of the issue. And the chat only tells stories.
Grateful
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2 years ago
Dear Gremiofbpa,
Just to assure, is the issue still ongoing as the recommended week passed?
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2 years ago
Translation
To be continued . Every day I talk to them. Chat switches to email. Email sends contacting the chat.
I already deposited at the house in euros and this happens to me. Money locked.
Since 12/19/2021 no response.
And the bums all day bombard the email with offers and promotions.
SHAME!
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2 years ago
Dear Gremiofbpa,
I've asked you in a previous post to forward any screenshot or communication with the casino to nikolas.b@casino.guru - could you please send it so we will have all the proof when we get in touch with the casino?
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2 years ago
Translation
This nikolas email is not valid.
Please send a valid email
Thanks
Edited
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2 years ago
Dear Gremiofbpa,
It definitely should work. However if not, try - nikolas.b@guruadmins.com
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2 years ago
Translation
Help me please . I've already lost hope with Magical Spin.
They don't even respond to emails.
Chat always the same chat.
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2 years ago
Hello Gremiofbpa,
Thank you for all the information so far and as the case has not been resolved yet by the casino, I will now forward your complaint to my colleague Adam who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello Gremiofbpa,
I have reviewed your case and will contact the casino to see if I can help.
We would like to ask Magical Spin Casino to join the conversation and participate in the resolution of this complaint.
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2 years ago
Translation
Good morning Adam. Can you contact Magical please. It's 100 euros that they stole from me and they don't pay. I don't know what to do anymore.
Since 01/18/2022 asking for answers and nothing.
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2 years ago
Hi All,
This is a processing issue for Brazil, Gremiofbpa you have been informed according to the documentation I reviewed. You will need to wait as it is not possible to process at the moment.
Regards,
Levi
Communications Manager.
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2 years ago
Translation
If I deposited using an Ecopayz. Why can't it be removed by the same method or added another? I already said that I have COVID, I need the money that in Brazil 100 euros is good money to buy medicines and other things. This house has no compassion. More than a month this money stopped.
Please add another withdrawal method.
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2 years ago
Dear Magical Spin Casino,
To clarify your statement, you are saying there is a technical issue with the payment provider?
Is there no alternate method of withdrawal available to the player?
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2 years ago
Hi Adam,
No there is no alternative at this time. I spoke with finance directly they are actively seeking alternative methods of course.
The player was informed they are not allowing us to process to him via current methods. We do apologize but these issues do arise from time to time
Regards,
Levi
Communications Manager.
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2 years ago
Translation
At least reply by email. So does that mean that any player from Brazil can play deposit but not withdraw?
Realize Adam that this is very unfair.
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2 years ago
Hi Gremiofbpa,
The only option for Brazil at the moment is Crytpo. The other methods are not working at the moment
Regards,
Levi
Communications Manager.
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2 years ago
Translation
The only option shown to me is MUCH BETTER and wrong!!!!!!!!!!!!
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2 years ago
Hi Gremiofbpa,
Please speak with finance concerning this as I stated above this is a option for you.
If you want it through Crypto just ask them.
Regards,
Levi
Communications Manager.
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2 years ago
Translation
What finances? All emails have not responded to me since 01/18/2022. You shame all the casinos in the rest of the world and shame the GURU who comes to help.
LIARS
LIARS !!!
This afternoon I managed to get in touch with a criminal lawyer regarding cybercrimes. I will look for my rights.
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2 years ago
Hello Gremiofbpa,
I apologize for my delay in responding.
Please understand, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, and it can also be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
That being said, there should of course always be at least one method available to you.
If it is possible to process the payment via cryptocurrency, could that be an acceptable alternative?
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2 years ago
Translation
if I receive in reais BRL, fine. What is the CRYPTO procedure?
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2 years ago
Dear Gremiofbpa,
If you choose to withdraw via a cryptocurrency such as bitcoin, you would need to convert this to BRL once you have received payment.
Has there been any development with your withdrawal?
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2 years ago
Dear Levi / Magical Spins casino,
Please advise on how the player is to proceed. They have asked to use cryptocurrency as per your previous instruction but this does not seem to be an option after all.
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2 years ago
Robert: Could you please clarify your issue?
08:35
Uploaded attachment
erro.png
Me: my money
08:37
Me: other method
08:38
Robert: Please, use the bank transfer instead or finance@magicalspin.com
08:39
Me: no have this option
08:40
Robert: Please, contact the finance team about your payment method issue, as we cannot solve it in chat finance@magicalspin.com
08:41
Me: they don´t answer more 60 days
08:41
Robert: I will ping them from my end and they will reply.
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2 years ago
Dear Gremiofbpa,
I have been in contact with the casino via skype, and they have informed me that they are still working on a solution.
Withdrawal is still possible via cryptocurrency if you send an email to the finance department requesting it and it will be processed instantly once they get to it.
I appreciate this is a very frustrating situation for you, but we should try to remain patient for just a while longer.
I recommend sending one final email (if you send a lot of emails it may slow things down further) and waiting for a response from them.
If there is no progress after a week I will close this complaint as 'unresolved' which will have a negative effect on the casino's rating.
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2 years ago
Dear Gremiofbpa,
Has there been any progress? Have you been able to make contact with the casino regarding withdrawal via cryptocurrency?
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2 years ago
Translation
They already paid in cryptocurrency.
Thank you Adam. Without you I wouldn't be able to receive from this terrible house.
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2 years ago
Hello Gremiofbpa,
That's good to hear! I'm glad that your issue has been resolved.
I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
