21 BUSINESS DAYS HAVE PASSED RE WHAT THEY STATE FOR THE TIME FOR THEM TO CHECK THE SO CALLED GAMES ETC . CONTACTED THEM TODAY AND CONSISTENTLY BEING ROBOTIC .

COULD CASINO GURU GET IN CONTACT WITH THEM .

I am owed 3k and requested this withdrawal on 21st may 2025.

1. Live chat stated they are powerless to help with the withdrawal - this is clearly a lie
2. Asked to speak to a manager and make a complaint - ignored
3. Live chat agents , DAN , SOPHIE Generic responses - they add it in to live chat quite quick , you cannot type that fast to must be saved to send
4. Asked for the casinos actually head office address this was refused . I requested this as I wanted to get a gambling solicitor involved as they are with-holding a legitimate withdrawal that was fairly won and requested for withdrawal on 21st may 2025
5. Reported them to Curaco licensing , and Curaco Chronicle the newspaper there , Curaco Licensing ignored EMAILED ME BACK , Editor of the Curaco Chronicle has taken my story and are investigating this casino

[email protected]

Cura?ao Gaming Authority [email protected],

[email protected] WRITE TO THE EDITOR Aldrich H.

Editor Cura?ao Chronicle

MAYBE PASS HIM EVERYONES ISSUES AND INCLUDE THE GAMING AUTHORITY IN THE EMAIL - MAYBE SEND THEM ALL THE PENDING WITHDRAWALS THAT PLAYERS HAVE BEEN SCAMMED ON

SEE BELOW

Hi Charles,

You wanted us to contact you. Can you give us a statement on the issue 

that you have e-mailed us about?

Aldrich H.

Editor Cura?ao Chronicle

Hi 

Certainly can do . 

Happy to provide to you. 

Possibly you could reach out to the casino directly also - on the below email asking them for their statement in relation to the treatments of their players , taking their deposits and thereafter refusing to pay out legitimate winnings . It would also be beneficial to get the gambling board in Curacao's opinion since they "have failed" to get back in touch despite there being breaches by Magic Win casino that would infringe on anti money laundering regulations in the treatment of there customers and players 

Magic Win casino contact details 

MAGIC WIN CONTACT DETAILS 

magic win casino - Email 

[email protected]

My account 

transaction ￡3000.00GBP - Withdrawal pending - DELAYED BY CASINO DESPITE WILLING TO ASSIST TO GET MONEY - SEND THEM ALL ID ETC . NO RESPONSE VIA EMAILS OR NO RESPONSE FROM THE SO CALLED REVIEW PERSON AND NO RESPONSE FROM THE SO CALLED FINANCE TEAM.

Just see trustpilot below 

https://www.trustpilot.com/review/magicwin.casino

Would you like to chat over the telephone ? Or is email better ? 

I have threatened them with the ;police, courts , Interpol , everything!

They keep sending the generic email- under review , but when asking them about the review and what I can do to assist they ignore me.  

Would like curacao gaming authorities and licensing boards opinion on this , Especially as on their website the claim to be licensed through them and to be honest Curacao gaming board and licensing have not come back to confirm whether they are licensed through them or they are. 

Does Curacao gaming and licence board really care about the laws and protection of their players with whom they grant a licence to ? 

possibly an email to them from you and to that casino email above may snap them into action 

I have attached the current recent email documents for you to help you with the statement , I am happy for you to base a statement off this as there is a wealth of information and yes i will take court action against if they fail to pay out - 

I await your response after reviewing the attachments below 

EMAILS CHAIN ATTACHED between me and magic win casino - who claim on there website to treat players and staff fairly

email attached between me and curacao gaming board and licencing 

I want your opinion and next steps thanks 

RESPONSE FROM GAMING AUTHORITY

Dear charles hutchinson,

Thank you for contacting the Cura?ao Gaming Authority (CGA).

Your message will be forwarded to the relevant department for review. If further information is needed, we may reach out to you.

Please be aware that, in cases involving complaints related to gambling activities, the CGA does not have the authority to mediate disputes between players and gaming operators. As such, we do not handle complaints on an individual basis.

However, your complaint is valuable to us, as it may highlight potential breaches of the law by operators. If such violations are identified, appropriate enforcement measures will be taken. Please note that we cannot provide you with updates on the status of any ongoing investigations or actions.

If you wish to pursue your claim further, we recommend seeking legal counsel.

We appreciate your understanding.

Best regards,

Cura?ao Gaming Authority

CAN CASINO GURU PLEASE TRY FOR THE RECORD TO REACH OUT TO THE CASINO AND ALSO LET THEM KNOW THAT THERE WILL BE ACTION TAKEN

Charles H.

Dear hutchinson140679,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Please note that www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi Veronika ,

1. No Successful withdrawals before - A Successful withdrawal would be where they have paid out Money so that is a NO .
2. KYC Was passed upon Account Opening - It also confirms on the account that the account is Verified. Meaning the have accepted the account and verified it under Know your customer laws.
3. As they are an unregulated casino , Its quite Surprising the ask for KYC In general as what the point in trying to do KYC if they operate under a Fake licence and are not regulated by any laws .
4. But yes the account is verified as was verified by them on account opening
5. There was No bonus or wagering requirements regarding this withdrawal .
6. Winnings were accumulated by using straight deposits and no wagering .
7. As you can see you have evidence of attachments sent in relation to this withdrawal.
8. As you can see on there website they also claim to have a permit number DEAJS/SCFVF/P-06/2005 granted by the General Directorate of Games and Sweepstakes which I believe are based in Mexico .

If would be a great thing if casino guru could reach out to all there : Game providers that allow them to use there services such as Apollo games , aristocrat etc they have on there site to inform them that the casino has multiple customers being defrauded and that also the casino is using a forged licence

1. The gaming authority emailed me this back beforehand

"""Dear charles H.,

Thank you for contacting the Cura?ao Gaming Authority (CGA).

Your message will be forwarded to the relevant department for review. If further information is needed, we may reach out to you.

Please be aware that, in cases involving complaints related to gambling activities, the CGA does not have the authority to mediate disputes between players and gaming operators. As such, we do not handle complaints on an individual basis.

However, your complaint is valuable to us, as it may highlight potential breaches of the law by operators. If such violations are identified, appropriate enforcement measures will be taken. Please note that we cannot provide you with updates on the status of any ongoing investigations or actions.

If you wish to pursue your claim further, we recommend seeking legal counsel.

We appreciate your understanding.

Best regards,

Cura?ao Gaming Authority

SO THEY STATE ABOVE IF VIOLATIONS ARE IDENTIFIED THEY WILL TAKE ACTION

Can you send them proof that this casino is operating under a fake license as you state that they are , if you could email the gaming authority proving this and the cura?ao gaming authority on the emails below

Curacao Gaming Authority

[email protected]

And also the editor at Curacao Chronicle

[email protected]

<[email protected]> Mon, May 26, 2025 at 1:22 PM

Hi Charles,

You wanted us to contact you. Can you give us a statement on the issue that you have e-mailed us about?

Aldrich H.

Editor Cura?ao Chronicle

I am giving a statement to the paper about this casino as I am aware of what there doing .

However you may as well reach out to try and resolve the issue before they end up in hot water as my brother is a journalist.

I am thinking if we get wide support and other previous players agree we could take a : CLASS ACTION: to recover funds

Kind regards

Charles H.

Hi , Veronika

Other requests made to Magic win via live chat agents , Dan , Sophie and others

1. Emailed them asking for a subject access request - SAR, under the freedom of information act sending them a request for my data - They have failed to respond or give me any correspondence .
2. I am entitled to a copy of my data and other information they hold about me within a reasonable timeframe - They have failed under the data protection act to provide me with a copy of my own data .
3. I asked Magic win Casino to confirm and provide for " legal reasons " Confirmation of there legal business address , so that legal correspondence can be sent such as writs or to notify them that I am a creditor in this case and they owe me ￡3k of legitimate winnings and action may be taken against them in court as they have failed to pay this . They responded saying they are refusing to provide the casinos actual legal address - Meaning they are attempting to prevent someone sending them through a solicitor or specialist gambling solicitor a threat of legal action correspondence
4. They are clearly : By withholding my withdrawal and every other players funds " Misappropriation of players funds " With is a fraudulent scheme "
5. Deposits are taken clearly on the basis that it is the deposits they want and that the withdrawals never surface - Which is fraud .
6. Magic win casino seems to be abusing AML Regulations despite it being unregulated - Meaning they act as if they are following the rules and regulations but they abuse the anti money laundering regulations AML to abuse the laws of this to withhold 99% of the time withdrawals and use these regulations to not pay any customer
7. They claim that they have to check games and ensure fair play however there has been no contact from the review team and they have never reached out to me to ask me for anything .
8. There has also been no contact from there Finance team . Magic win casino said that they would escalate this to the finance team - There has been no contact to me from the finance team
9. They stated that they at some stage may require further documentation - This is despite the account being Fully verified
10. I emailed the support team on the support email that if they required any further docs I can send them in advance to them to assist to speed up the withdrawal process - They failed to respond to my offer .
11. The Complaint I asked to be raised was never acknowledged
12. The request for a manager to reach out was never completed or raised by them
13. The request for the review team to reach out to me was ignored
14. The request for the finance teams email address and or another contact was refused to be provided to me
15. Live chat is one minute blocked and then unblocked depending on what live chat agent you get
16. Live chat agent " DAN " claimed that he would reach out to the finance team to have them email me , this has never surfaced
17. They state they are overwhelmed with requests , This makes sense on the multiple players awaiting there money due to there refusal to play fair when the casino loses and the player wins .
18. Deposits are clearly taken on the basis that after if a player wins the simply refuse to pay anyone out or they delay in the hope that the player GIVES UP on chasing them for there requested withdrawals
19. The casino are Breaching there own terms and conditions ' They made the rules and terms and conditions but do not hold themselves to account the same as they expect a player to do .
20. The casino Knows the account is fully verified . The casino has successfully received the deposits
21. The casino is aware that they are being hunted down by many players , they are also aware that they are being investigated by several agencies
22. The casino seems to to have any other forms of communication methods only live chat , and they simply refuse to provide any other contact names or emails addresses for any other departments
23. The casino when emailing you do not put a name against there email apart from support team or customer service as generic - There is no names against the person who is actually emailing you .
24. At no stage has the casino requested any further documentation , the reason for this is the account is fully verified , and they have never stated there is an issue with the withdrawal itself , they have also not given a genuine reason as to why they cannot pay . When requested via email and chat when I asked are they refusing to pay a legitimate withdrawal - They failed to say no or yes , they just did to answer that question
25. When the 21 business days were up , in. relaxation to there timeframe for withdrawal they came up with no other reason as to why it was not being processed . They have never told me the review has been completed as they claim to check your game play . They sate that it takes a few business days . This has been longer than that - in relation to claiming to check you game play . I was playing blackjack live so this was live dealers so should not take so long

Hi Veronika ,

1. I asked them to provide me a copy of there non response policy . As I see that this has been stated that they will not reply to Casino Guru most of the time - They failed to provide me a copy of there rules surrounding it and there reasons for a non response policy
2. The Live blackjack in general on this site - There is no way also to contact the dealer live like all other casinos
3. This has possibly be blocked by them so you can't tell anyone else that the casino is not paying players out as the live blackjack will be there game providers so if you were able to chat to a dealer and request a pit boss etc you could get the word out that way , but you cannot talk to anyone or interact with any dealers or any other live game hosts to actually raise your concerns about the Casino and its practices

Charles H.

Thank you for your replies. Unfortunately, I would like to inform you that since this casino has 70+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Magic Win Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Magic Win Casino. I wish I could be of more help.

The casino can reopen this complaint any time.