Magic Win Casino - 選手の退場が遅れる。

Hello,

i have withdraw a ammount of €5000 on 19-02-2023 its been more than 21 days now. I need help to get my money! Just keep saying the same excuses. I have been in chat everyday but no one can help me just like the other cases going.

i have been verified since 16-02-2023.

Hello Pleasehelp,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Magic Win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I used no bonus, my account was verified for the withdraw not sure which date i think 15-02 or 16-02

today i last spoke to them they said they would notice the financial team but i dont believe that. Then i said i am starting a case with you guys and they immediatly closed the chat down

Thank you Pleasehelp for all information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Pleasehelp,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Magic Win Casino to join the conversation and participate in the resolution of this complaint.

Dear Magic Win Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

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 Pleasehelp,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Tomas