I have been trying to close my account with this casino since January, despite numerous emails and requests to their online chat, I continue receive daily promotional emails and texts. I have repeatedly tried the unsubscribe option within the emails and also tried the STOP option in reply to the texts …nothing works!

Hello Panders,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Thanks Nick, I know the difference between account closure and self exclusion. I had requested both, not receiving any reply I sent an email titled self exclusion at the subject, which I read had been suggested on here.

The reply I go from support was that as I was a VIP they couldn’t do it and I needed to email the vip manager and apart from one reply asking why I wanted to close my account.

I have sent repeated requests and nothing has been done.I believe I sent you screenshots of my communications.

there is no refund due as I haven’t made any deposits since requesting account closure or self exclusion. I just want them to stop texting and emailing me.

Is it also possible forward the exact same e-mail you sent to the casino requesting for self-exclusion to [email protected]?

Have forwarded 2 emails to you 1 requesting self exclusion and the other sent to VIP manager at their request, I have since sent further ones with no acknowledgment.

Hello Panders,

From the e-mail we received it is not entirely clear that you have asked for a self-exclusion when you contacted the VIP manager but they should have replied at least even if you just wanted to close your account.

Can you please advise if any answer came from the VIP manager since or if the casino ever responded you?

Hi Nick

the original email I forwarded to you had the title self exclusion, I was referred to the VIP Manager and never received a reply from her then or since. I continue to receive daily emails, regardless of whether I wanted to self exclude or not my requests to be removed from all marketing continue to be ignored and their unsubscribe features don’t work.

Hello Panders,

Unfortunately, we can't consider your request as a request for self-exclusion. Even though your e-mail title states self-exclusion, the tool is specially created for gambling addicted people or people struggling with gambling issues.

If you did not state any of these, it can't be considered as a self-exclusion request. As I've already explained the difference between exclusion and account closure, the casino was basically not obligate to close your account.

It's however unfortunate to see that the VIP manager did not even respond to you. Please do try to request a self exclusion properly with gambling addiction mentioned and in case the casino would still remain your account open, we would be able to intervene but for now we can do basically nothing.

Let us know if we can help with anything else.

Regards,

Nick

Hi Nick

So do you actually do anything to try and resolve issues raised on this platform? Have you contacted the casino about my repeated requests to close my account that are ignored? It seems you keep putting it back to me to adjust the wording of my request. I kind of assumed that you would take some action.

Hello Panders,

We might try to get in touch with the casino but as you can see they have very bad reputation with us so there we can't be sure they even respond.

Also please note that we can't request the account closure in your name and as you did not request for self-exclusion, you will have to do it again by contacting them through their support.

I would like to ask Magic Win Casino now to join us and help us resolve the player's issue.

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.

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,