Casino MGA - Las ganancias de los jugadores por jugar con dinero real se han reducido a 500 €.

Dear Lukas,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the T&Cs (https://www.casinomga.com/en/termsandcondition), and I found the rule which the casino uses against players:

„8.3.1 If a player's accumulated life time deposit is not greater than 200 €/£/$, then the player will be allowed to withdraw only up to x10 his last deposit up to maximum of 500 €/£/$. (Any excess amount will be forfeit)"

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, which seems to be the case here.

Before we move forward with this complaint, is there any other communication between you and the casino that hasn’t been included in the attachments? If yes, please forward it to kristina.s@casino.guru (or you can post it here), so we can gather as much information as possible.

Looking forward to hearing from you.

Best regards,

Kristina

Hi,

I replied to you by email.

I have already informed the casino that the rule is applied arbitrarily with regard to my deposit of € 200 and one € 100 during the withdrawal process, and that fraud is based on a rule that is only partially available in my language.

Since no money has yet been paid out, the payout has not yet taken place.

In my opinion, the casino must not apply this rule to the amount of the deposit (since € 300) or to the forfeiture of the amount.

you can tell that the rule was designed to suit your mood and to the advantage of the casino. Because initially my payout was accepted, but afterwards an admin from casinoMGA canceled it and deleted my credit and returned 500 to me, for which I had to make another payout.

This means that so far there has not even been a payout, but my money was deleted anyway.

Hallo,

ich habe ihnen per email geantwortet.

Dass die Regel willkürlich angewendet wird in Bezug auf meine Einzahlung von 200€ und einmal 100€ während dem Auszahlungsverfahren, und dass Betrug ist sich auf eine Regel zu berufen die nur unvollständig in meiner Sprache verfügbar ist, habe ich dem Casino bereits mitgeteilt.

Da noch kein geld bisher ausgezahlt wurde hat die Auszahlung auch noch nicht stattgefunden.

Das casino darf diese regel meiner meinung nach weder in bezug auf die höhe der Einzahlung ( da 300€) noch den auf den verfall des Betrags anwenden.

man merkt dass die regel nach lust und laune und zum vorteil des casinos ausgelegt wurde. Denn anfangs war meine Auszahlung akzeptiert, doch im nachhinein hat ein admin von casinoMGA diese abgebrochen und mein guthaben gelôscht und mir 500 zurückgebucht, für die aktuell erneut eine Auszahlung gemacht werden musste meinerseits.

das heißt bisher hat noch nicht einmal eine Auszahlung stattgefunden, aber mein geld wurde trotzdem gelöscht.

Thank you very much Lukas for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Lukas,

I looked at your complaint and will do my best to help you. I would like to invite Casino MGA into this conversation. Casino, can you please specify why did you cancel the player's withdrawal request?

The most serious reason why I feel cheated and I would like all processes to be reversed is that the rule in my language has a different wording, is not complete and therefore cannot be valid!

The other reason is that the rule is interpreted arbitrarily because the deposit of more than € 200 has been made and must therefore not be valid.

Der schwerwiegenste Grund, weshalb ich mich betrogen fühle und ich möchte dass jegliche Vorgänge rückgängig gemacht werden ist der, dass die Regel in meiner Sprache einen anderen Wortlaut hat, nicht vollständig ist und damit nicht gültig sein kann!

Der andere Grund ist der, dass die Regel nach Willkür ausgelegt wird denn die Einzahlung von mehr 200€ liegt vor und darf somit auch nicht gültig sein.

We would like to ask the Casino MGA 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.