The player from Ontario, who was on a five-year self-exclusion due to gambling addiction, had issues withdrawing her existing balance of $1225.35 as she could not log into her account. Despite having reached out to the casino, her messages had been blocked. She was asked to verify her account through email support. The issue was eventually resolved and she had been able to withdraw her funds.
Slots Magic Casino Ontario - Self-excluded player unable to withdraw their balance.
Amount: Can$1,225
Slots Magic Casino Ontario
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Resolved
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Case summary
2 months ago
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2 months ago
I am set on a 5 year self exclusion and can not log into the site to withdrawal my existing balance. I have emailed support many times and now they have my email messages blocked
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2 months ago
Hello BonBon106,
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. Could you please advise what reason you have given when requesting to block your account? When exactly did you request for the self-exclusion? How much real money balance did you have on your account? Was your account ever verified or processed any withdrawals before?
Thank you very much in advance for your reply.
Best regards,
Nick
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2 months ago
I have a gambling addiction
I spent money that I should have paid my bills with. I now have no money to buy groceries
I decided it was time to stop gambling
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2 months ago
I set the exclusion on January 29th 2024
my account said I didn’t have to upload documents that I was verified
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2 months ago
I just got an email from them
they verified my account is restricted but never mentioned to send me my existing balance
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2 months ago
Now they want me to log into the site and upload documents, which I cannot do because I am on a five-year self exclusion and cannot login
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2 months ago
Hello BonBon106,
If you are unable to access the website due exclusion, be sure to verify your account through e-mail support. Contact them as soon as possible to find out which documents do they require in order to withdraw your remaining balance.
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2 months ago
Dear BonBon106,
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,
Casino.Guru
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