Magic Win Casino - Se ha retrasado el pago de las ganancias del jugador.

I won €2000 on 01/31/2023 and am still waiting for my payout at Magicwin every time I'm in live chat I'm put off with be patient it's a work in progress. According to the casino, the processing takes 7-21 working days, which I find more than unusual. The deadline for Magicwin expires on March 1st, 2023. I will wait until then and if nothing has happened in terms of the payment of my won amount I will seek legal assistance and report to all authorities responsible for monitoring and controlling casinos and file a complaint against this casino.

Ich habe am 31.01.2023 2000€ gewonnen und warte bis heute noch auf meine Auszahlung bei Magicwin jedesmal wenn ich im Live Chat bin werde ich vertröstet mit haben sie Geduld es ist in Arbeit. Laut Aussage des Casinos dauert die Bearbeitung 7-21 Werktage was ich schon mehr als ungewöhnlich finde die Frist für Magicwin läuft am 01.03.2023 ab mit der Bearbeitung solange werde ich noch warten und sollte bis dann nichts passiert sein in Bezug auf Auszahlung meines gewonnen Betrages werde ich mir Rechtlichen Beistand suchen und mich bei sämtlichen Behörden die für die Überwachung und Kontrolle von Spielcasinos zuständig sind mich melden und Beschwerde gegen dieses Casino einleiten.

Dear phreaked80,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I already applied for the payout on January 31st, 2023 and was kept up until today with such statements that the processing takes 7-21 working days where the 21 working days are already up.

Ich habe die Auszahlung schon am 31.01.2023 beantragt und wurde bis heute hi gehalten mit solch aussagen das die Bearbeitung 7-21 Werktage dauert wo die 21 Werktage jetzt auch schon um sind.

Would it be possible to update my current status from the date of the payout order on my part, since I am already e-mailing the casino several times a day without success, and every day I get the same STANDARD statements as you see in the attachment or chat history above can select. I would be very grateful for a quick clarification and support on your part.

Wäre es möglich meinen Gegenwärtigen Status ab dem Datum der Auszahlungsanweisung meinerseits zu Aktualisieren da ich jetzt schon ohne Erfolg und wirkliche mehrfachen Täglichen E-Mail Verkehr mit dem Casino betreibe, und jeden Tag aus gleiche die STANDART aussagen bekomme wie Sie oben im Anhang bzw. Chatverlauf erlesen können. Ich wäre Ihnen sehr dankbar für eine schnelle Klärung und Unterstützung Ihrerseits.

Thank you for your reply, phreaked80. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I am certified at the casino and this is my first payout that I have registered without a bonus and have not yet received an answer from the casino and the status of the money to be paid out has been processing since 01/31/23 to this day.

Ich bin Zertifiziert, bei dem Casino und das ist meine erste Auszahlung die ich angemeldet habe ohne Bonus und habe bis heute noch keine Antwort von dem Casino und es steht seit dem 31.01.23 bis heute der Status Bearbeitung bei dem auszuzahlendem Geld.

Thank you very much, phreaked80, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi phreaked80,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Magic Win Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please tell us what are the reasons for such a delay? Was the payout already processed from your side or it's still pending?

Please, feel free to send all the relevant evidence to my email natalia.b@casino.guru.

I'm looking forward to hearing from you.

Kind regards,

Natalia

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 phreaked80, 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,

Natalia