Magic Red Casino - 決済が遅延しているとのクレームがあります。

Hello ive been trying to withdraw for over a week my first withdraw was pending for 72 hours then they said oh sorry your withdraw got (stuck) no other explanation other than withdraw again its been 48 hours again and still nothing im sure it will get (stuck ) again they also said it was canceled because of a bad request to fix my details and withdraw again but it is a e-transfer and it gets sent to my email and my email has and always will be correct and the same as i signed up with and withdrew with live chat has blocked me or ignores me since may 9th there is no official email to contact them just a message box on the website which they hardly ever reply to you i just want my withdraw i thought this casino would be safe since its licensed in Ontario but it feels more like a scam

Dear vlad145,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you they have canceled my withdraw so many times now saying it got stuck or bounced back stating that my bank needs to accept the transfer but the thing is it is a interact e-transfer wich is sent to your email with a link from interac that you click on and deposit the money into your bank so there is no banks involved with them sending the money to me my 3rd withdraw has been processing since may 19th its now may 26th they told me it bounced back again because my bank did not accept the transfer so they resent it

Hello again the only email that works for magicred.ca is care@magicred.ca took me a long time to get a working email for them and there is no contact number for the casino

Dear vlad145,

Have you received your withdrawal from the casino yet?

hello again no i have not my 3rd attempt was processing since may 19th and today it was declined again no reason given yet they keep saying my bank is not accepting the transfer

Its almost as if the casino is playing a game with me delaying my withdraw to see how long before i give up ..giving me excuses that don't make any sense. all other Ontario online casinos pay out instantly or within an hour or 2 this is the first casino licensed in Ontario Ive had a problem like this

Hello again today they sent me an email and they said ...your withdrawal is getting stuck in process due to issues from the your bank`s side, please kindly reach your bank and check it with them. they have used this same excuse for 3 weeks now even though i have explain to them many times that interac e-transfers have nothing to do with my bank that their processor sends it to wyzia and they send me an email with a link from interac to deposit the money in my bank account ..they haven't even offered an alternative payment like bank transfer or wire transfer

Hello any news yet have you reached out to magicred.ca yet?

Thank you for your reply, vlad145. I would like to emphasize that several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence when it comes to withdrawal processing. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you made any successful withdrawals before? Have you considered requesting the withdrawal via another payment method? Is there any alternative withdrawal method that you could use?

Hello no i have never had a successful withdraw with magicred.ca and they only offer interac e-transfer as a withdraw option i have contacted their payment processor wyzia.com and they replied to me that magicred .ca has not 1 time sent them a cashout for my email address they also told me to contact the casinos payment team and ask for a interact id number saying that every time a casino sends a cashout to a payment processor with interac it generates a interac id number when i asked about the id number on magicred.ca the payment team told me they have not sent the cashout yet but i was told 2 days ago that my 4th attempt was sent to the processor 2 days ago so in 21 days now and 4 cashout attempts the casino has not sent any cashouts for me to any processor i have begged the casino to offer me a different cashout option like bank transfer or wire transfer but they say they only offer interact e-transfer for cashouts its funny the 1 cashout option they do support they are not capable of doing

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello sorry for the delay in respons after 4 failed interac e-transfer cashouts the casino finally set up wire transfer for my cashout i wanted to wait a few days to see if they actualy sent it but again i received an email on june 4th saying it was approved and processed i would receive it in my bank 3-6 days so i kept emailing them asking for the wire transfer  identifier number for 2 days without reply then today the 6th of june its back saying pending its clear to me it was not event sent thats why they could not provide me with the  identifier number and had no choice but to set it back to pending i will send all the proof in email to you now

so now they are saying its my fault it bounced back again same as all my interact e-transfers bouncing back

Thank you very much, vlad145, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 vlad145,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Magic Red Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello Michal thank you for your help my real name is Richard. 🙂

I will be really surprised if they reply here in this forum but hey ...you never know lol

Maybe they will get stuck or bounce back on the way here no doubt they will have many failed attempts to find the forum bwahahah

They just sent to me in email

Dear Richard,

We thank you for contacting us at Magic Red

Kindly note that, unfortunately, we do not yet have an updated status on your withdrawal. Once we do have one, you will be emailed accordingly. After 32 days still no update after 4 times failed interact e-transfers and 3 times flailed wire transfers ...This casino should not be aloud to keep having people sign up and deposit money because they have no payment processor set up for cashouts no customer on magicred.ca has had a cashout since the casino has opened

This is the real status of my 7th attempt to cashout

June 06, 2024

Type CashOut Request Amount -C$449.00 Balance C$0.03 Status Sending to Processor<--- its been stuck on sending to processor maybe that's what they consider missing it got lost from the casino to the payment processor

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.

Hello i knew they would not respond they have no intentions of resolving anything they don't intent to pay me or anyone from Ontario they are running a scam site with a Ontario license scamming Ontario players

this is there latest update

Dear Richard,

We thank you for contacting us at Magic Red

Richard we just looked into your transaction via our processor (The processor is the "middle-man" who sends over the withdrawal to you), the relevant department has escalated your account to upper management and they managed to find your transaction. We can confirm that the withdrawal has now been sent via processor as well around 5 - 10 minutes ago. What we're waiting on is a full approval from the processor and we should be good to go hopefully. Richard we are very sorry for the issues that happened and we're hoping this one goes through. Once the status of this withdrawal is fully approved from our processor's side, you should receive the money in the upcoming days, <---*this was Thursday last week they just keep recycling the same excuses over and over the payment processor has 1 job that's to send the email to the customer with a link from interact to deposit the money in your bank account however its not the processors job to approve or decline a e-transfer the only way a e-transfer can fail is if the processor was given an email address that does not exist ..this email they sent me was just for show to make it look like they are trying but in reality they have sent nothing to no one

update ...still no money when i sent them the emails from the payment processor wyzia for the interac e-transfer they replied of course they did not receive a cashout for you we sent it wire transfer and the money is already in your bank account we have proof the proof they sent me is void of any aenders information or bank name that it was sent from so there is no way to track it to be sure it was a real wire transfer i went to my bank and they said no wire transfer no incoming wire transfers and no wire transfers pending to be processed its been 7 days since the proof they sent me says it was completed successfully ... i dont know but my bet is it was a fake wire transfer with fake information i really dont understand what they are trying to do its like they paid for there Ontario license and now they have a license to steal money legally from Ontario players and igaming Ontario will do nothing about it

new update update so now that i asked the casino for the bank information that sent the wire transfer they sent me this email

Support Email magicred.ca 

From:care@magicred.ca

To:richie********@yahoo.com

Thu, Jun 20 at 5:56 p.m.

Hello Richard,

Thank you for contacting magicred.ca

The payment was sent through Interac E-Transfer.

Hi Vlad145,

Thank you for reaching out.

 Based on our correspondence from the 19th of June, I can confirm that your cashout has already been processed and paid.

The payment receipt confirmation from the bank has been attached to the original email for your reference. If you have any further questions or need additional assistance, please don't hesitate to let us know. 

 Best regards,

 Magic Red Casino Support Team

Hello yes you said it was sent to my bank on the 14th of June 2024 i have went to my bank 3 times and no incoming wire transfers no pending wire transfers my bank told me i need the name of the bank that sent the wire transfer to be able to use the reference numbers you sent me to track the wire transfer i have sent several emails and in live chat begging for the name of the bank that was used to send the wire transfer but the casino refuses to tell me and the proof you say you sent is lacking any senders information so after 7 days i have not received the wire transfer and your casino keeps sending me emails saying its not a wire transfer its an interac e-transfer i have uploaded proof to the casino from my bank that i have not received it . also please explain to me on here why its been since may 9th i have been trying to have a cashout and why your a Ontario licensed casino that cant do Ontario payments you accept interac e-transfer for deposits but cannot send interac e-transfers for cashouts???

The fact that the senders information "bank name" was left blank in the document you sent me as proof and the casinos refusal to tell me the name of the bank used to send the wire transfer leads me to believe the casino does not want me to contact the bank that sent it to confirm the wire transfer is real or not. all i can think now is the casino will keep saying we paid you we paid you even tho i have proof i have received nothing

its been 10 days now still no wire transfer and the casino still refuses to give me the banks name used to send the wire transfer they don't want me to know the banks name because the proof they sent me is fake the wire transfer is fake Dear magic red please provide me with the banks name used to send me this wire transfer you say is already in my bank account

Regarding Your Magic Red Account

From: Magic Red (support@t.magicred.com)

To: *****_desjardins@yahoo.com

Date: Wednesday, June 19, 2024 at 09:49 a.m. EDT

Dear Richard,

We thank you for contacting us at Magic Red

It appears that you are trying to contact wyzia.com about your transfer, however

please note that the transfer was sent via Envoy to your wire transfer (void check)

and the attached document in our previous email is sent by them to us, this could be

the reason why it's not being detected by the company you have contacted.

this is the proof they sent me that it was sent by wire transfer not interac e-transfer

iGO Player Escalations 

From:playerescalations@igamingontario.ca

To😘*** Desjardins

Fri, Jun 21 at 12:39 p.m.

Hello Richard,

We have been in contact with the Compliance team at Magic Red, and they have confirmed that your withdrawal was successfully processed on their end on June 14 via Interac E-Transfer.  The payment clearance time could possibly take up to 15 days and the time frame is determined by the payment provider, not the Operator. 

 this is an email from igaming ontario the casino even lied to them saying it was sent interac e-transfer

Thank you, vlad145 for the continuous updates.

The best course of action would be to wait out the 15-day timeframe for the payment and if you don't receive the payment, then we will escalate this issue further.

I am setting the timer on the casino as of now while we wait for the payment to come through

ok but you seen the proof i sent you that the casino claims it was a wire transfer not a interac e-transfer

unless the document the casino sent me was fake or a forgery

i feel stupid ive been to my bank 4 times asking about the wire transfer and always the same no incoming wire transfers no pending wire transfers no wire transfers being processed and the bank keeps telling me every time (you need the banks name used to send the wire transfer) to track it but the casino keeps refusing to supply the name of the bank and when i keep asking the casino for the name they switch it up and say its not a wire transfer its a interac e-transfer but before they sent me proof of the wire transfer they kept saying it was a interac e-transfer so i kept sending them emails from interac proving there was no interac e-transfers sent to me or my email address so they switched it up and said it was a wire transfer enough of the games magic red just send my cashout if its wire transfer supply the banks name if its interac e-transfer supply the confirmation number for the e-transfer

Magic red casino is run by criminals they paid for an Ontario casino license with a plan to see how much profits they can get from people depositing money but never cash them out before the igaming Ontario either suspense there license or revokes it then all they will do is retreat from the Ontario market

Please Ontario players do not play at Magicred.ca they will let you deposit but you can never cashout ...EVER

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.

The casino wont reply here again i still have not received an email about the cashout yet and my cashout went from approved to declined to pending all in the same day and has been pending for 6 days now without explanation ive been emailing them and live chat for 1 week and they wont tell me if the new cashout is interac e-transfer or wire transfer ..my best guess is its just another made up status set by them to delay the cashout again until they can come up some credible sounding excuse

Dear vlad145,

Can you give me an update regarding the status of the payment? Did you get any additional information from the casino?

hello yes they finally paid me i was shocked i think they actually paid a Canadian payment processor to do there cashouts now .Thanks for all your help

Dear vlad145,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal V from Casino.Guru