Magical Spin Casino - プレイヤーの賞金は没収されます。

Winnings of 500 euros are not being paid out. I submitted all documents 1 week ago and have since received no response. No replies to emails. Out of nowhere, an email arrived stating that the documents are not accepted. All other casinos accepted the same documents within minutes. Stay away from magicalspin!!

Gewinn von 500 Euro wird nicht ausgezahlt.vor 1 Woche alle Dokumente eingereicht.danach keine Reaktion mehr.kein Antwort auf E-Mails.dann aus dem nichts kam eine mail das die Dokumente nicht akzeptiert werden.alle anderen Casinos haben die gleichen Dokumente innerhalb Minuten akzeptiert.Finger weg von magicalspin!!

Dear Ladidadi15,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise us on which documents you have provided? 
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

I have submitted all the required documents. They are all current documents. Every other casino has processed and accepted the same documents within minutes

Ich habe alle geforderten Dokumente eingereicht.sind alles aktuelle Dokumente.jedes andere Casino hat die gleichen Dokumente innerhalb von Minuten bearbeitet und akzeptiert

Thank you for your reply, Ladidadi15. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear Ladidadi15,

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.