Magic Win Casino - 選手の退会が遅れました。

I've been playing site a while now and the deposits I've made are still pending in my bank account as they haven't gone for them yet. I deposited 20 and it never went on the casino, was told wait a day or 2 and it will go on, nearly 2 weeks later still nothing. I was told withdrawal takes 0 to 3 days, just been told 21 days for it to go in my bank account. 3 days its been pending on their site. Also if they have to many pending deposits on your bank account they make it hard for you to deposit till they clear. Their chat team won't help, some of the chat advisors are lovely but won't help in anyway to try and sort out your problem. Liked the site but they are not playing fair at all.

Dear Burgwyn67,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed due to missing deposits? Could you please specify how many days ago was your withdrawal requested? Was your account successfully verified already?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi

I am fully verified. The withdrawal amount was 100 which is still showing pending on the site. I withdrew it around five days ago and yes first withdrawal. It states 0 to 3 days to be in my account not 14 to 21 days as advised by the advisor I spoke to and if that's the case you should be advising your customers of this. The other 20 is from a deposit I made several weeks ago that you took but never went onto my account on your site. There is still pending deposits for the site still in my bank account that you haven't applied for and I deposited these at least 3 weeks ago.

I fully understand your frustration, Burgwyn67. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by Wednesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hi,

Thank you for getting back to me. Disappointed I'm having to wait so long as I've been a loyal customer but here's hoping it gets sorted sooner rather than later. Until it does I will not put another penny on your site as if I win I'm going to have the same problem again. I appreciate your help but I'm not holding my breath.

Hello Burgwyn67,

Have there been any developments since our last conversation, please? 

As expected no and the withdrawal is still pending on the site.

Have spoke to yet another chat moderator and they just advised be patient. Have messaged the support team and they haven't replied. Seventeen days and still pending on their site.

Thank you very much, Burgwyn67, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.  

Hiand thank you. I'm so sorry if I seemed abrupt with you, I thought you were from magic win. Thanks again.

Hello Burgwyn67

I'm Michal and I have taken over your complaint. I have reviewed your case and I have some additional questions before I contact the casino. The deposit you made to the casino and afterward made the winnings with, is still pending in your bank account? Did you receive any confirmation from the casino, that the deposit was successful? Did you claim any bonuses? If so, have the winnings been made with bonuses or real money?

Hi Michael,

Three of the deposits were returned to my account as they were not claimed by the casino which totalled £60, however, £20 of that was mine anyway for a deposit I put on but wasn't applied to my account on the casino, so £40 is theirs that they didn't go for or left to late to claim. They literally now only owe me £60. All other deposits to them went through no problem. They don't send confirmation of your deposits. I never claimed any bonuses what so ever. Hope this helps.

Hello Burgwyn67

Do I understand correctly that only a deposit of £20 went through to your casino account? All the other deposits were somehow "declined" and returned back to your bank account? What payment method did you use for those deposits? The reason I'm asking is that if the casino doesn't correctly register the payment, that could be one of the reasons for the withdrawal delay.

Hey Michael,

I've made loads of deposits and all went through correctly. Their were three pending deposits all for £20 each, one of those £20 deposits didn't go onto my casino account but the casino advised it would drop back into my bank account but it never did. The three pending payments for whatever reason they never applied for them from my bank account and they only have a certain time to apply for the money. I used a visa debit card to deposit. All other deposits went through to them with no.problems at all. The withdrawal was for £100 but they owed me another £20 for the deposit I made but it never went onto the casino site.

OK, thank you for the information Burgwyn67.

I will contact the casino to shed more light on this matter.

We would like to invite Magic Win Casino to join the conversation.

Dear Magic Win Casino

Can you please provide some information regarding the delay of the player's withdrawal?

OK they are now saying my withdrawal has been cancelled and I have to put my bank IBAN and SWIFT number into.my sort code section instead of my sort code. I already sent them the IBAN,SWIFT numbers but apparently you have to add them into your sort code? Does this sound right to you?

Dear Burgwyn67

This sounds like a rather unusual requirement, but why not give it a go? It might be because of some requirement of a 3rd party payment provider. Fill in all the details as requested by the casino please, we'll see if this will help.

Hi

I will do, thank you.

Just been on their live chat and the chat moderator Senna kept me there for 30 minutes ended chat, then kept me again for another 10 minutes to then tell me what they keep telling me that it's pending. I seriously think this is a scam website. Its now been nearly 4 weeks for a withdrawal. I'm lost for words.

Dear Burgwyn67

I can agree with you that the whole withdrawal process can be quicker and more user-friendly however, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers as well as limited to directly influencing 3rd party payment providers. At the moment I can only advise you to be patient, please. Let's stay positive and hope it won't take much longer 🙂

I'm doubtful as I've emailed the support team so many times and never had a reply. I will try and remain positive but I'm not holding my breath on this one.

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 Burgwyn67

I understand your point, but sadly you chose to play in a casino that has a very bad reputation according to our review, so even though I will try my best to help you, there is no guarantee that the casino would be willing to resolve your complaint. However, we are still at the beginning of resolving your complaint, so there is still a good chance of a successful resolution.

The site on Google who gave it a very good review I have emailed them with my review, so hopefully no one else will play that site. In all honesty just leave it and I will wait and see for myself as you will not get anything back from them. Thank you for your help but kindly close the case.

Dear Burgwyn67

If you don't mind, I would still leave the timer going to give the casino a chance to reply. This is a standard procedure. They might, or might not respond, but we always give this opportunity to all casinos. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which will negatively affect its rating.

OK worth a try. Thank you.

Quick update, it's not pending on the account anymore, so I'm just waiting now for it to go into my account.

Dear Burgwyn67

Can you give me a quick update if you have received the funds, please?

Hey Michael, yes they paid out. Thanks for your help, appreciated.

Great news, Burgwyn67. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. In the future, when you don't want to go through this kind of experience, I would kindly advise you to check and play in the recommended casinos from our list. We pride ourselves on having one of the largest casino reviews databases on the market where we fairly review and rate every casino so the players can see what they can expect from each casino and freely choose where to play. We will now close this complaint as ‘resolved’ in our system. I would like to thank both parties for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal