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Help!

I joined www.casinomga.com on 16th September 2020 and made total deposits of 600. I had a win of 4500 and requested a withdrawal. I received an email confirming the withdrawal and was informed that it would take up to 7 to 21 business days.

My account has been verified and they have my bank details.

I have emailed them many times, support@casinomga.com, vip@casinomga.com and today to my so called account manager at accounts@casinomga.com- all to no avail. Not one response has been received.

Also, I have had contact with the live chat and have just been told the same over and over again, told that it’s being processed by the payments department which they do not seem to have any contact with and to be patient.

I have tried calling the phone number +44-3308387970 and it either doesn’t work or takes me through to call centre that deals with dating sites!

Anyway I’m at my wits end now, I contacted support today because I tried to login to see the progress of my withdrawal and they told me that they have closed my account and cancelled my withdraw, I have no idea why- surely this is fraud and theft!

Please can someone advise me what to do.

Dear CarlaM,

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. Have you accumulated your winnings with or without active bonus? Did you receive any payments in the past?

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

Thank you for addressing my complaint so quickly.

In response to your questions I can confirm that I did not use or accept any bonus and all wagering was through real money.

I have not made any withdrawals from this casino previous to this.

Nobody else has set up an account in my name or used my IP address, all is solely in my name.

Thank you

Thank you very much, CarlaM, for your reply. I have checked general terms and conditions, and this is what found https://www.casinomga.com/en/termsandcondition:

"2.6 casinomga (casinomga AND casinomga MOBILE) do not accept players residing in Israel, the United States, Italy, Denmark, Bulgaria, Belgium, Singapore and the United Kingdom."

Since there is a possibility to register an account from a restricted country (see the screenshot below) and deposit funds, I would like you to confirm that you’ve submitted correct data and haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account.

Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. Thank you in advance for your reply.

Meanwhile, I would like to emphasize a very important fact from our Fair Gambling Codex: 

https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

"The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."

Thank you very much, CarlaM, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Thank you Petronela

Hello Carla.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you Jozef

We would like to ask the Casino MGA to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

And I hope you knock down their rating and advise me of the next steps to take

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Carla.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru