Magical Spin Casino - Акаунтът на играча беше затворен след победа.

Hello,

I won €10,000.00 on a regular slot game without a bonus at magicalspin.com. After I submitted all the necessary verification documents, my player account was deleted without any explanation.

Hallo,

ich habe bei magicalspin.com 10.000,00 Euro im normalen Slot gewonnen ohne Bonus. Nach einreichen der vollständigen Verifizierungsunterlagen wurde mein Spielerkonto kommentarlos gelöscht.

Dear JAZE74,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Magical Spin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports) 
• Was your account verified?
• Have you contacted casino support and asked for an explanation? Have you received any response?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Short update.

Logging into your account is possible again.

The account appears to be verified because I was able to submit a withdrawal request. The first withdrawal has been in process since July 16, 2024. However, I was no longer informed about the verification and there was no response to email inquiries. I only saw this by chance because I tried it out. I'm now waiting until July 23 to see if the withdrawal is released.

Kurzes Update.

Einloggen im Konto ist wieder möglich.

Das Konto scheint verifiziert zu sein, da ich einen Auszahlungsantrag stellen konnte. Die erste Auszahlung befindet sich jetzt seit dem 16.07.2024 in Bearbeitung. Über die Verifizierung wurde ich allerdings nicht mehr informiert und auch auf Email nachfragen wurde nicht mehr reagiert. Das habe ich nur durch Zufall gesehen, weil ich es ausprobiert habe. Ich warte jetzt noch bis zum 23.7 ab, ob die Auszahlung freigegeben wird.

You have received an email from me.

Best regards

Jasmine ****

Sie haben eine Email von mir erhalten.

Mit freundlichen Grüßen

Jasmin ****

Thanks for your emails.

Do I understand correctly the casino confiscated your winnings due to a 3rd party deposit being made?

In the course of the previous verification of your account, were your deposit methods verified as well? Which ones?

Were all 3 credit cards you used to deposit in your name only?

The account had already been verified since 2022 through my documents and a Visa. Now I had to verify again and resubmit all documents and cards from which deposits had ever been made. It is a checking account and a Visa in my name and a MarsterCard in the name of my partner, for which account I am authorized. After checking the documents, the account is verified again. However, when the payout was made, the winnings were deleted because the deposit was made via my partner's Mastercard. I did not know that I had to register this beforehand and it is also incomprehensible to me since I could also deposit via crypto or Paysafe... so you don't know where it came from. In addition, deposits have been made from this account several times. But as long as you lose, you are allowed to do that, but apparently you are not allowed to win. Absolute cheek and, in my opinion, also fraud

Das Konto war bereits seit 2022 durch meine Unterlagen und eine Visa verifiziert. Jetzt musste ich nochmal verifizieren und c erneut alle Unterlagen und Karten von denen jemals eingezahlt wurde einreichen. Es handelt sich um ein Girokonto und eine Visa auf meinen Namen und eine MarsterCard auf den Namen meines Lebensgefährten für welches Konto ich aber bevollmächtigt bin. Nach Prüfung der Unterlagen wird das Konto wieder verifiziert. Bei der Auszahlung wurde der Gewinn jedoch gelöscht aufgrund der einzahlung über die Mastercard meines Lebensgefährten. Mir war nicht bekannt dass ich das vorher anmelden muss und es ist für mich auch nicht nachvollziehbar da ich ja auch über Krypto oder Paysafe einzahlen könnte...da weiß man ja auch nicht wo es herkommt. Zudem wurde von diesem Konto schon öfter eingezahlt. Aber solange man verliert darf man das, nur gewinnen darf man anscheinend nicht. Absolute Frechheit und meines Erachtens auch Betrug

I understand it must be frustrating. If the card was issued in your partner's name, we might not be able to help.

I would recommend you use payment methods that are in your name exclusively when depositing in online casinos to avoid similar issues. It's a common requirement by almost all online casinos, and due to the nature of anti-money laundering legislation, we can't compel casinos to disregard this fact and ask them to pay you these winnings. Keep in mind, online casinos might ask you to verify every previously used deposit method in the casino.

Please let me know if there are any circumstances I might have overlooked, otherwise the complaint will be closed.

Dear JAZE74,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The payment of the deposit amount was promised. However, this has not happened to date despite the IBAN being communicated several times

Es wurde die Auszahlung des Einzahlungsbetrages zugesichert. Dies ist aber trotz mehrfachem mitteilen der IBAN bis heute nicht erfolgt

Thanks for the update.

I hope your partner will receive the refund of the deposits soon.

Please note this process might take longer than a simple withdrawal, sometimes up to 30 days.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.