Magic Red Casino - Играчът се бори да изтегли печалбите си.

Hello. I hope that you can help me please. This may be a little long, but I will try to summarize it as much as possible, without leaving any details out.

On December 9, I registered on MagicRed Casino, and I deposited $141.000CLP. 

After registering, I asked in support chat for the automatic welcome bonuses to be canceled, and they were removed. 

Fortunately, I won $800.000CLP. After several days, my withdrawal requests were canceled being "in process" two times, and the second time, they sent a new withdrawal request for $7.000CLP instead of $800.750CLP.

I had to submit another request myself and after a moment I was tempted to cancel that request, gamble and lose that money.

Now, according the UKGC, I should not even have been able to cancel this request by myself in the first place.

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RTS requirement 14B

Consumers must not be given the option to cancel their withdrawal request.

RTS implementation guidance 14B

Once a customer has made a request to withdraw funds, they should not be given the option to deposit using these funds. Operators should make the process to withdraw funds as frictionless as possible.

Source: https://www.gamblingcommission.gov.uk/consultation-response/online-games-design-and-reverse-withdrawals/ogdrw-prohibition-of-reverse-withdrawals-for-all-remote-operators#changes

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The first time that they cancelled, I had to ask (because they did not gave me any reason or advise by email), and the second time they did not gave me any reason even when I asked.

Accordingly the UKGC, it says "Operators should make the process to withdraw funds as frictionless as possible." and that was clearly not the case. 

According the RTS requirement 14B , how was I allowed to cancel it myself? I was tempted to cancel it because they canceled my request two times, and the second time, they did not even make the correct withdrawal request, they sent a request for $7.000CLP instead of $800.750CLP (my original request), and that was clearly incorrect, and this was done so that I would be tempted to bet when I see that balance back on my account ($793.750 plus the withdrawal request of $7.000). 

I had to make a new request myself, for $800.750CLP, since they did an incorrect one ($7.000CLP) and in that moment I was tempted to cancel it and bet that money. I think that was their main reason.

But as I told you, I did not even have to have the option to cancel that withdrawal (according to the UKGC) and they had to have made the correct withdrawal request ($ 800,750CLP, not $ 7,000CLP)

I was tempted to cancel my request (right after I sent a new withdrawal request, since they did not made the right request) and that is not even allowed.

After all this problem, I asked to be self excluded from all Aspire Global brand Casinos (MagicRed and Betiton to be exactly), due to gambling problems, but this was AFTER this problem (I know the rules of UKGC, if someone is excluded from a casino under their license, the casino can retain the winnings and refund the original deposit, but this was not the case, my self-exclusion was AFTER this problem, you can ask for the records). 

I think they did not play fair, and that they canceled my applications already in process, so that I can tempt myself and bet that money again. Reading the UKGC page, this is wrong and they shouldn't have done it.

I have lots of screenshoots, of almost all chats, e-mails, winnings, etc. except when I self excluded myself (They logged me out as soon I said that I wanna be self excluded, but I suppose that will be on the records)

I hope that you can sort this out, im very frustrated and this casino gave me a terrible and unethical attention.

Thank you very much for your time, I'll stay tuned.

Dear barett0,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue. Do I understand correctly that you have played and lost all your winnings? If that's the case, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Moreover, you are right that the casino holds the UK License, unfortunately, you as the player from Chile, you are not protected by it.

Thank you in advance for your reply.

Best regards,

Petronela

Ok.. thank you very much for your fast and clear response. Ill never play on a Aspire Global casino again, they did not play fair and they gave me a terrible attention.

You can close this complaint, as you said, I cant do anything.

Thank you very much.

We’ve rejected this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.