MagicBet Casino - Player reports bonus earnings not credited.

Hello,

The issue at hand pertains to the generation of profit from a no-deposit initial bonus of 20 BGN, for which the wagering rule was 20 times the bonus amount, after which the funds were supposed to automatically reflect in the cash balance. There were no specific slots or maximum bet in the rules, but even if there were, I did not place a bet larger than 1 BGN. The casino in question is MagicBet, a Bulgarian venue that was established this week.

Dear stanislavdyakov,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Magicbet.bg.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if you contacted casino support regarding the issue? What was the support's response?
• Did you receive confirmation about the bonus wagering being complete?
• Has your balance disappeared, or is it marked as 'bonus money'?
• Have you completed account verification in the casino?

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,

Tomas

*Yes, I contacted on Tuesday 17.10 and their answer was - "We will do a thorough check."

*Yes

Cash balance: BGN 0

Bonus balance: BGN 0

*When I open a tab, my bonuses are visible. Bonus funds: BGN 260

* Yes . Without verification, you cannot qualify for the bonus. In order for the player to participate for this bonus, he does a rather serious verification, personal documents, facial recognition, phone and mail verification.

Could you provide a link or a screenshot of the bonus offer and its specific rules?

Post the information here or send the information to my email at tomas@casino.guru

Do I understand correctly you are not able to request a withdrawal of these winnings?

Dear stanislavdyakov,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.