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Hello have a problem with the casino magicalspin.

I deposited 25 euros on November 1st, 2021 with a 100% bonus.

I wagered € 1500, so I sent € 1600 out for payment.

8 DAYS nothing happens on 9 days I get an email from which they cannot pay me my money because I played over € 7.50 ...

What is wrong, I made 1 x bonus purchase on 16 euros at the mental game.

But by then I was already done with the risk, that is, it was real money.

Yesterday I checked my entire betting history for 2 hours and it was 100% no bonus money ...

The live chat doesn't want to show me any evidence either.

I hope you can help me.

Hallo habe eine problem mit den casino magicalspin.

Habe am 1.11.2021 25 euro eingezahlt mit einen 100% bonus.

Habe denn wager von 1500 € geschaft , also 1600€ zur auszahlung raus geschickt.

8 TAGE nix passiert am 9 tage bekomme ich einen email von denen das sie mir mein geld nicht auszahlen können , weil ich über 7.50€ gespielt habe...

Was nicht stimmt hab zwar 1 x bonus kauf gemacht auf 16 euro beim Spiel mental.

Da war ich aber schon fertig mit denn wager , sprich es war echt geld.

Habe gestern 2 stunden meinen ganzen wettverlauf durch gescheckt und es war zu 100 % kein bonus geld...

Der live chat will mir auch keine beweise zeigen.

Ich hoffe ihr könnt mir da helfen.

Dear nexoseinwas,

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

I carefully checked the Bonus Terms on the website, and this is what I found https://www.magicalspin.com/bonus-terms:

„Bonus on deposit with a wagering requirement :

If a bonus has been claimed, the maximum bet allowed (both real and bonus balance) is €/CAD 7.5 until the wagering requirement is done. This rule also applies to the free spins or bonus-games a player can buy directly from a game since the amount of the purchase is considered as the amount of the bet."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to purchase an in-game feature, and, as a result, you breached the maximum bet rule.

If you are aware of doing so, sadly, there is not much we can do to support your case at this time.

However, please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

Thank you in advance for your reply.

Best regards,

Petronela

Yes, I have been playing online casinos for a very long time and this has never happened to me.

Alone that you have to wait 8 days for a payout although 48 hours are set on their side.

And I made this bonus purchase where I was already done with the wagons, i.e. that was real money.

And now I'm just waiting again for 5 days for someone to send me proof.

Live support always says tomorrow someone will contact you via email but nothing has happened for 5 days.

And it's very strange that so many have the problem as soon as they make a payout on the site that it would allegedly violate the bonus conditions.

And always with this € 7.50 ...

Ja spiele schon echt sehr sehr lange online casino und sowas ist mir noch nie passiert.

Alleine das man 8 Tage auf eine auszahlung warten müss obwohl auf deren seite sethe 48 Stunden.

Und diesen Bonus kauf habe ich gemacht wo ich schon fertig war mit den Wager sprich das war echt geld.

Und jetzt warte ich schon einfach wieder auf 5 Tage das mir jemand beweise schicken soll.

Live support sagt immer morgen melde sich jemand bei dir via email aber passiert nix seit 5 tage.

Und ist schon sehr komisch das sehr viele das problem haben sobald die eine auszahlung bei der seite machen , das es angeblich gegen die Bonusbedingungen verstoßen würde.

Und immer mit diesen 7,50€ ...

Thank you, nexoseinwas, for your reply. Please understand that in some casinos your bonus stays active until you request a withdrawal. If you receive a game history where it can be seen clearly that your bonus hasn't been active anymore in the time of the purchase, please forward it, otherwise, we are powerless in resolving this case.

So I've been waiting for 7 days for you to send me a pdf where you can see my assignments with the time etc.

But just get nothing, live chat tells me every day we pass it on but nothing happens.

And on the side you can look at the bets yourself, but you will be logged out automatically.

And it can be 10000% no bonus money.

Was already done with then wager.

I even had the money on payout, but then got bored and canceled the payout and then continued playing so it can not be bonus money.

Also ich warte schon seit 7 Tagen das sie mir eine pdf schicken wo alleine mein einätze zu sehen sind mit uhrzeit etc.

Aber bekomme einfach nix , livechat sagt mir jeden tag wir leiten das weiter aber passiert nix.

Und auf der seite kann man zwar selber die wetten anschauen aber mann wird automatisch ausgeloggt.

Und es kann zu 10000% kein bonus geld sein.

War schon mit denn wager fertig.

Habe das geld sogar auf auszahlung gehabt , aber dann langeweile gehabt und die auszahlung stoniert und dann weiter gespielt also es kann kein bonus geld sein.

Thank you very much, nexoseinwas, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Nexoseinwas.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the discussion.

Dear casino representative, would you please provide us with the game logs?

What happens if the casino doesn't answer in time?

Was passiert wenn sich das casino nicht in der zeit meldet ?

Hi All,

I have made spoken with the appropriate departments within Magical Spin Casino concerning this matter. I understand that nexoseinwas has been contacted and this issue is under review.

Regards,

Levi

Communications Manager

Diese email habe ich heute bekomen.

Unfortunately we don't have the possibility to extract all the bets in pdf.

Regards,

Thanks, Levi, for the update.

We will wait for the result of the investigation.

And is there anything new?

Und gibt es schon was neues ?

@ Matej @ Petronela so what happens now the time is over.

I still haven't got a pdf format with all my inserts etc.

@Matej @Petronela also was passiert nun die zeit ist ja vorbei.

Habe auch immer noch keine pdf format bekommen mit meinen ganzen einsätzen etc.

We would like to ask the Magical Spin 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’.

Hi All,

Thank you for your patience.

The player will be paid on Monday however, the account will remain closed per management.

Regards,

Levi

Communications Manager

Dear Nexoseinwas.

Please, confirm that you received the payment.

Yes, as soon as the money is there, I'll let you know.

Ja soabld das geld da ist werde ich hier hier ihnen bescheid sagen.

How long does the payout take?

According to the homepage up to 2 days.

Wie lange dauert denn die auszahlung ?

Laut der Homepage bis zu 2 Tage.

@ Matej the money arrived today.

@Matej das geld ist heute angekommen.

Dear Nexoseinwas,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Thanks, Levi for your quick response and help.