Hello, my withdrawal is still pending since March 7, 2023. The casino customer service asks me to wait and contact the financial department.

Hello galaane,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Magic Win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

My account has been verified since I registered approx: beginning of December 2022, I have already made several withdrawals at magicwin without any problems. I did not use any bonuses, only real money for the current retirement. I discussed yesterday with the casino, they indicated to me that it went up the concern with the financial service but it repeats this speech with each communication.

Bonjour Nick,

Mon compte est vérifié depuis mon inscription environ: début décembre 2022, j'ai déjà effectué plusieurs retraits chez magicwin sans aucun problème. Je n'ai pas utilisé de bonus, uniquement de l'argent réel pour le retraite en cours. J'ai discuté hier avec le casino, ils m'ont indiqué qu'il remontait le souci au service financier mais il répète ce discours à chaque communication.

Hello, here is the teletranscription of the day with the casino:

Bonjour, voici la télétranscription du jour avec le casino:

Thank you galaane for all the information provided. I will now forward your complaint to my colleague Peter ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you galaane 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!

Hello Peter,

Please kindly help me.

Galaane

Bonjour Peter,

Merci de bien vouloir m’aider.

Galaane

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