Waiting for the withdrawal for very long time. On T&Cs says 7-21 working days, and already 36th day has passed.

Contacting the 24 hours support every week 1-2 times and every time same promises

Latest response for example: ?It is being checked by the financial department. We are truly sorry for the inconvenience, it is in our best interest for our customers to be happy with our service. Every request goes through detailed checking process, and because of that, sheer volume of requests at times may slow down the process.

This was reported to our financial department, but we still have not received feedback from them.

I will contact them again and as soon as we have new information about your withdrawal request, you will be contacted via mail. We apologize for wait, this should be sorted soon.?

KYC verified, and no bonus funds were involved.

it was two big wins in slot machines.

Really hope you can help resolve this.

Hello kovaliovnicolai,

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 since when is your account fully verified? Did you use any bonus in the past? Is this your first ever withdrawal request in this casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick.

I’ve last spoken to them yesterday (12th of May), and copied the reply in the message from above. And every time same answers - promises and apologies regarding the delay.

it is the very first withdrawal with this casino and the account was verified the day before the withdrawal request.

Regarding bonus funds maybe some was used in the past but not in the latest games which lead to withdrawal.

FYI the website is magicwin1.bet. They’ve recently changed it.

thanks

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

Wish you best luck resolving it.

Regards,

Nick

Dear kovaliovnicolai,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Magic Win Casino representative to join this conversation and participate in resolving this complaint.

Dear Magic Win Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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,

Stefan