Hello, dear LCB community!
Names are replaced with xxxxx for privacy reasons.
An unexpected event of Magicalspin.com not paying out legit winnings has occured.
All screenshots are attached below.
Here is the story.
I found this site and it looked promising also their bonuses and support was really nice. So I have deposited around 10 times there (around 200-300 euros), but with no actual luck to cash out anything. Always used a card to deposit there.
11th of August 2017 I made a deposit, claimed their 35% no-wagering. With a 20€ deposit that gave me 27€ to play with. I played quite awhile with that and I never bet over 1 euro before the win hit. Win hit occured on Ryan O'Bryan a game provided by Red Rake Gaming. Where I bet 0.90€ and I got the bonus feature which netted me 409.65€. After that my balance was 431€. I decided to play a little bit more with low stakes and few minutes later I requested a cashout 350€. I wanted the withdraw on my Skrill so I made another new deposit in an amount of 10€ via Skrill for them to have my Skrill address. Continued to play a bit after that and managed to loose the remaining 75-80€ I had at that time. Decided to go to sleep and wait for the withdraw.
11/08/2017 07:12 Sent Betrust Entertainment B.V. Processed 0.00 -10.00
Transaction ID: 2171788243
Reference ID: 5304021
Recipient's email: firstname.lastname@example.org
As I read on their terms they promise withdraws in 48h on work days.
Okay... So I wait like 4 work days contact them again on 15.08 and the support is helpful, saying my account has already been verified and sorry we had some holidays here, but there is nothing wrong with your withdraw and it should be there in couple of days. The next day 16.08 I receive an email from their finance department.
Wed 8/16, 6:08 AM
You replied on 8/16/2017 8:42 AM.
Regarding your last winning session and the withdrawal request you asked, we would like to let you know that your account has been sent for further control of your bets made during your gaming session.
This process can occur in case certain bets do not seems to match our terms and conditions, especially for new account recently created with a first withdrawal request.
Regarding our General Terms and Conditions :
8. Players wagering more than 10% of their real money deposit in one bet will be identified as high risk players and will be monitored. The Casino reserves the right to cancel all winnings from these abusive behaviors. Example: a player makes a deposit of 100 €, then immediately starts to bet more than 15 € per stake, he will then be considered a high risk user. High-risk players will not automatically be considered as users of undue advantage but will fall under a higher level of security and their gameplay will be monitored for the value of the bet.
You account is now temporary "frozen", meanwhile we will proceed all verification and control of your gaming session.
Feel free to contact us in any case for further information,
Finance - MagicalSpin
+356 27 76 16 59
+33 2 49 88 01 14
My reply few hours later
I have not exceeded that bet limit, I can confirm this as I have history of all of my gaming sessions.
Regarding the winning session 409€ hit my bet was 0.90€ and as you can see the minimum deposit is 10€, I deposited 20€ once or twice, doesn't matter still it's not even near the 10% mark.
I have added the picture of the win and a scan of my passport as an attachment to this email.
Do you treat all your costumers this harsh?
I have waited for over 86 hours by now and You promised a withdraw in 48 hours.
Okay then... now I start to question are they really trying to hassle and cheat me out of my 350€ withdraw? I contact the support again and ask when can I get an aswer from the finance department. They tell me that I will receive an answer from them by 18th of August 2017. Guess what - the answer didn't come. By that time I was already furious, I have deposited around that much money into the casino and now they are trying to hassle me out of my legit winnings. I mean the withdraw isn't even big - 350€ for an online casino is around 2 hour profit or even quicker. I have also sent the win hit screenshot to the finance department which clearly shows me betting 0.9€ and the win is 409.65€. I do not understand why do they hassle this much, this is unreal how I am being treated currently. Any how I contacted the support several times and tried to explain the situation. I was really polite and descrete. So I told them if they don't pay up I am afraid that I am going to post this situation on most of the major gambling sites all over the internet and that will invovle a massive reputation drop to them which is bad for business ofcourse. Also requested a callback from finance team which hasn't happened.
Let me remind you I have waited for the withdraw for 12 days.
And an answer from the finace team for 7 days.
So Today I receive an email from them.
Yesterday, 12:00 PM
You replied on 8/23/2017 12:11 PM.
3 attachments (114 KB) Download all Save all to OneDrive - Personal
sorry for the delay.
As we told you we are now sending you here, in attached files, some few screenshot examples about the rule that has not been respected in your previous session.
regarding the 7.5 article in our General Terms and Conditions :
7.5 Maximum bet allowed with bonus money or winnings derived from promotions/bonus is € 7.50 and/or 10% or the current player balance.
You can see in the attached screenshots multiple bets that are way more than 10% of your current balance.
Therefore all your winning regarding this very session have been canceled.
Please fell free to ask us anything in case you don't understand.
Finance - MagicalSpin
+356 27 76 16 59
+33 2 49 88 01 14
Now I'm getting mad furious about this. They have sent me a session dated 04.08.2017. Makes no sense right??? Claiming that it is some how connected to the session that I played on 11.08.2017 and my withdraw has been confiscated.
I think this is enough evidence to blacklist them. If you some how manage to get a representative to answer on this topic to clarify this situation and get my withdraw on my Skrill I am ready to drop all charges. Anyway this will go viral and the next post is going to be on askgamblers website. Next I am going to get in touch with Red Rake Gaming and so on. I will not stop until either they are out of business, their reputation is below 0 or I have received my withdraw.
The most depressing part of all of this is that few days ago I broke my knees meniscus and the operation will cost me around 1200€ so any penny is much needed. It's just terrible how some asshole in finace department tries to fuck over regular costumers in a chance for getting a bigger paycheck.
Any suggestions guys? Where to turn to with this?