Magic Red Casino - プレイヤーのキャッシュアウトが遅延され、アカウントが無効になります。

I have 3 cash outs I presume are still pending. Amounts £191 £59 £100 these were done on the 19th of January 2025.

I have had a number of responses from the casino stating that it is under review, this has been the case for 4 days now plus the time since the 19th of January.

as soon as I cashed out on my account the following day my account was disabled. I have loads of screenshots from the email communication.

I just want my money from them but they seem to be avoiding a lot of my questions.

Dear Jam2025,

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 made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Has the casino provided any reason for disabling your casino account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

hi yes of course,

I have had no withdrawals before, these were my first ones.

without bonus

and they said that it can happen they didn’t provide an accurate answer.

yes I will send those over thank you

Dear Jam2025, have you received the three withdrawals?

No I haven’t received anything?

Jam2025, is your account still disabled?

Did you participate in casino games or sports betting?

Has the casino provided any information regarding the withdrawal review?

Yes my account is still disabled

No they haven’t responded now

Jam2025, did you play casino games or bet on sports?

Casino games

Thank you very much, Jam2025, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Jam2025 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Magic Red Casino for their help in resolving this complaint. We would like to know why was the player's account disabled and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino 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’ which may negatively affect its rating.

Dear Jam2025.

We have identified a violation of our terms and conditions regarding multiple accounts.

Due to this breach, we reserve the right to void any bets placed through these accounts and reclaim any winnings obtained in this manner. Additionally, we may withhold all or part of your account balance and recover any deposits, payouts, bonuses, or winnings associated with the violation.

If you believe this has been a mistake or require further clarification, please feel free to contact our support team at care@magicred.com

Best regards,

Magic Red Customer Support Team

That’s lies the payments were already pending to my bank before you even said any of that.

just lies

Also if they knew that why would they allow me to deposit let me play the games and then as soon as I come to withdraw the money they suddenly say you’ve breach our conditions?

Thank you for the update Magic Red Casino representative. Would it be possible to provide me with evidence of multiple accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter and Jam2025,

Thank you for reaching out. We appreciate your concerns regarding this matter.

Please note that, due to privacy and security policies, we do not share player information with third parties. For this reason, we are unable to provide any account-related evidence through this platform.

If Jam2025 believes there has been an error or requires further clarification, we strongly encourage them to contact our support team directly at care@magicred.com. Our team will be happy to review the case and provide any necessary assistance.

Thank you for your understanding.

Best regards,

Magic Red Customer Support Team

I’ve contacted them several times but they refused to cooperate. What I find very strange is they allowed me to deposit money but then as soon as I withdrawn the money they made false accusations against myself. They cannot provide evidence as there isn’t any to begin with. If they had just paid the money like I was rightly owed then I wouldn’t have had to do things this way.

Dear Jam2025, if the casino cannot share the information with us the next step would be to contact their licensing authority which is the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) The Gaming Authority has more options, and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru).

Best regards,

Peter

Thank you very much

Dear Jam2025, would it be possible to provide me with a confirmation from the regulator that you have submitted the complaint? You can forward it to my email. (peter.c@casino.guru) Thank you in advance!

Dear Jam2025,

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.

Hello I will do that as soon as possible thank you

Dear Jam2025,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.