The player from Chile has requested a withdrawal four months ago. It has been pending since. The complaint was closed as unresolved as the casino did not respond to us.
Magik Casino - Player’s withdrawal has been delayed for four months.
Black points: 831
Amount: €1,700
Magik Casino
Safety Index:LowSafety 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.
3.6
Magik Casino has a Safety Index of 3.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
More than 4 months ago I entered this casino because of the wide variety of games and promotions it offers. I used the welcome bonuses and made several deposits which were accepted quickly and I had a great time playing.
When I finished my welcome bonuses, I continued to deposit very enthusiastic about this fun casino, and without being successful in winning, I made a last deposit of 250 euros that was kept as a cash balance and with which I was very lucky to win a super prize from 1700 Euros. Happy with the profit, I made the withdrawal of this amount, understanding the delays that are generated with a first withdrawal. And after they verified all the documents they asked to send, time passed and there was no indication from MagikCasino to approve or give information about my withdrawal.
A month of this went by and bored I canceled this withdrawal to make a smaller one, thinking that the delay would be for the amount withdrawn. By making a lower withdrawal and only half of my earnings, I proceeded to wait for the business days they deliver for the review of each withdrawal. But again the same situation, I did not get approval or a response from the Online Chat.
Every time I spoke with the chat operators, they told me that they could not give out information about the withdrawals and that I should see it with a finance manager by email. Situation that over time was very annoying, since NONE of the more than 10 emails sent were acknowledged, much less answered.
Today I have already lost patience, throughout these 4 months trying to withdraw my profits. The responses from the chat operators have been the same, following a deposit of 250 euros that was kept as a cash balance and with which I was very lucky to win a super prize of 1700 euros. Happy with the profit, I made the withdrawal of this amount, understanding the delays that are generated with a first withdrawal. And after they verified all the documents that they asked me to send them, time passed and there was no indication from MagikCasino to approve or give information about my withdrawal.
A month of this went by and bored I canceled this withdrawal to make a smaller one, thinking that the delay would be for the amount withdrawn. By making a lower withdrawal and only half of my earnings, I proceeded to wait for the business days they deliver for the review of each withdrawal. But again the same situation, I did not get approval or a response from the Online Chat.
Every time I spoke with the chat operators, they told me that they could not give out information about the withdrawals and that I should see it with a finance manager by email. Situation that over time was very annoying, since NONE of the more than 10 emails sent were acknowledged, much less answered.
Today I have already lost patience, throughout these 4 months trying to withdraw my profits. The responses of the chat operators have been the same, they also continue not to respond to my emails that I send asking for an explanation or deadline for the payment of my winnings that they themselves at one point affirmed that I could withdraw in full.
I just want this to be fixed as soon as possible and thus not reverse the view that MagikCasino is not a trustworthy casino where they do not pay winnings to their players.
Automatic translation:
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3 years ago
Dear Joshrek,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it has been your first withdrawal in this casino? Was your account fully verified in the past?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost four months is abnormally long time.
Nevertheless, 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,
Petronela
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3 years ago
Translation
Thank you Petronela.
Yes, after several deposits, that profit was my first withdrawal. After they asked for my documents to verify the account, they were all approved a week and a half after the withdrawal, even when I renewed my identity card I sent them the new document.
Hope I can fix this. And that the casino finally gives me an answer that I have never gotten.
Thank you
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3 years ago
Thank you very much, Joshrek, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
We will now try to contact the casino and ask them to join here. Please note, that cause of holiday it may take longer to get a respond from them.
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3 years ago
We haven't receive any answer from the casino yet. Could you please advise if your issue still persists? Also I'm extending the timer by 7 days to give the casino the chance to respond to us. If they'll fail, the complaint will be closed as unresolved, which could lead to casino's rating deduction.
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3 years ago
Translation
Hello Nick.
If the problem persists and I have not had a solution. They keep ignoring my messages in the chat and they have returned the balance to my account, so I have made the withdrawal again (for the sixth time)
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3 years ago
Unfortunately, we haven't receive any respond from the casino. I'm really sorry but as the casino is non-responsive, there isn't much we can do for you and your issue. We will now close the complaint as unresolved, which could lead to casino's rating deducion. Please do not hesitate to contact us if you will come across any trouble in the future, hopefuly, we will be able to help you more.
Best regards,
Nick
Casino.guru
