The player from Canada, who had self-excluded, faced difficulties withdrawing her existing balance from Slots Magic Casino due to the casino's request for beneficiary information. The player was initially unwilling to provide this information. However, the issue had since been resolved, as confirmed by the player. The complaint had been marked as 'resolved' in our system.
Slots Magic Casino - Player struggles with withdrawal due to requested beneficiary information.
Amount: Can$1,225
Slots Magic Casino
Safety Index:HighSafety Index
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8.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
Public
9 months ago
I self excluded myself and felt it safe to do so because my verification page said no need to upload documents. Then they ask me for drivers licence utility bill and bank statement which I sent in an email because I can not login the site. Now they want to know my beneficiary and I refuse to send that information to them. So they will not send me my existing balance
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Public
9 months ago
Hello BonBon106,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slots Magic Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days and by refusing it the casino won't be allowed to pay out any balance to you.
Looking forward to your answer.
Regards,
Nick
Public
Public
9 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
