submitted a withdrawal on 02/04/2023 and they have still not paid out and continue to make excuses to not pay out. Really bad customer service and a company that seem intent on keeping as much money as they can and paying out on very little.

Dear steveo,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with an active bonus or a promotion?

Looking forward to hearing from you.

Best regards,

Tomas

Hi there.

yes my account is fully verified with them and every time I contact them to ask if my withdrawal will be processed they just keep saying the relevant department will do this and it can take up to 21 working days.

it’s past that now and they keep making excuses. The winnings were from a cash deposit so not from a bonus and this is my first withdrawal with them.

They have just changed the url of their website as well from magicwin.bet to magicwin1.bet which is very strange.

I suspect I won’t ever see the ￡100 again but appreciate you looking into this for me.

Thank you very much, steveo, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Magic Win Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Many thanks ??

Hello there,

Thank you steveo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Magic Win Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

That would be great as every time I ask them they keep making excuses. There is no reason why the withdrawal is taking this long. It should have been paid weeks ago but it seems they stall as much as they can to pay people out.

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,

Peter