Magical Spin Casino Support and Complaints Thread

Sir, online casino software as betconstruct is capable to restrict player's max bet per spin. 

In our case, you must pay what I won and them block my account 

At live casino, playing strait bet you can easily play more than 20 to 30 euros

I would like to know which other casino have this rule about 10 % max bet

Hello santiar,

Magical Spin Casino has the 10% max bet rule and that is clearly stated in their general terms and conditions. The casino rep has already explained everything on this thread. Nothing can be done about this and there's no reason to discuss about this issue any further. If you are not happy with their rules, there's many other casinos without the 10% max bet rule where you can play instead.

Hi Sydney, 

I have not use any bonus at my account. It was all entire real money deposit

Is it the same scenario?

I know you T&C are in your side.

Santiago

Hi santiar,

As per Magical Spin Casino Terms& Conditions the 10% max bet rule applies to real money deposits too. This is written under 'Games' section in Terms& Conditions: '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.'

Sydney, I guess I will not get paid my winnings.

It is just to warn future customers about your such an unusual rule you included in your T&C

You had your law by your side. T&C allow you to decide wether to pay or not. You picked a choice I did not want it. But, as you showed, it was written

Regards

Hi santiar,

I'm sorry, but if the casino's decision is not to give you back the winnings, there's nothing we can do as it's all clearly written and explained in their Terms& Conditions. We always advise our members to read the Terms& Conditions carefully before depositing any money at the casinos to avoid these situations.

Hi, I understand your T&C allow you to do what you did but you have not rolled back my original deposits 400 euros. Why?

Santiar

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.

Untill...

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: xxxxx@betrust.biz

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.

Account verification
FM
Finance MagicalSpin

Reply|
Wed 8/16, 6:08 AM
You
You replied on 8/16/2017 8:42 AM.
Mr xxxxx,

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,

Regards,

Finance - MagicalSpin

+356 27 76 16 59
+33 2 49 88 01 14
www.magicalspin.com

My reply few hours later

Hello!

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.

Skrill: rob_y@live.com

Amount: 350€

Best regards,

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.

Finance MagicalSpin

Reply|
Yesterday, 12:00 PM
You
You replied on 8/23/2017 12:11 PM.

3 attachments (114 KB) Download all Save all to OneDrive - Personal
Hello xxxxx,

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.

Regards,

Finance - MagicalSpin

+356 27 76 16 59
+33 2 49 88 01 14
www.magicalspin.com

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?

Best regards,

Just1Million

The 3 screenshots they sent me

Hi Just1million,

We are looking into this.

Please would you show screenshots showing deposit made on 11 Aug 2017

Magical Spin is operated by Betrust Entertainment B.V. registered address Dr. M.J. Hugenholtzweg Z/N, UTS-Gebouw, Curacao, a company licensed and regulated by the laws of Curacao under the Master Gaming License CeG Curacao eGaming Ltd license number #1668/JAZ. Payments are processed by Euthenie Limited registered address Vincenti Buildings, 28/19 (Suite 1872) Strait Street, Valletta VLT1432, Malta, a company owned by Betrust Entertainment B.V.

Here are the 2 last deposits I made - You can see that the deposits were sent to the bank on 11.08 and were processed / taken off my balance on 14.08

Also I have read on askgamblers site that they have screwed people out of thier money before in few cases and then they have refunded their last deposit. That won't satisfy me either I will get all screenshots for every single deposit I made there refunded or I get that 350€. Simple as that, to me it just feels I was never suppose to win anything playing there.

It could be that I didn't even take the 35% bonus with my 2nd deposit on that day. I am positive that I used it with the first one, but that should not matter. I currently can't check that because my account is still locked out of the system.

Hello Just1Million,

We've notified the casino representative and we're waiting for his reply. Keep you posted.

How does this story look in your eyes, I would like to hear your thoughs on this. As you can see on the screenshots everything is legit, balance over 20€ while betting 0.90€ and hitting that win. Can you agree with me?

Hello Just1Million,

We can’t draw any conclusions in disputed matter before hearing both sides of the story. We requested evidence and information from Magical Spin Casino and we’ll let you know what’s our view about this issue once we receive it.