Black Magic Casino - Відкликання гравця застрягло.

My account is fully verified and I have made multiple deposits over the last few months. I have previously successfully withdrawn £500 on a couple of occasions but now they are not processing any withdrawals. I have had communication from the Support email regarding the issue but now they have stopped responding. My intention is to withdraw all my winnings, around £23500.

The original response from then said it would all have to be withdrawn in £500 increments, annoying but I would do it if there is no other way, however it’s now been over 7 days and my first withdrawal request of £500 is still Sat at pending and they have stopped responding to emails.

Dear 7wvm8m5ct2,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear 7wvm8m5ct2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We've received the following message from the player:

"I’m having to reopen this complaint.

I eventually received the £500 withdrawal from my original complaint and immediately requested another, it has now been over 20 days with a ‘Pending’ withdrawal of £500. I am unable to request any more withdrawals while this one is still pending.

Responses from Customer Support take days and aren’t very helpful.

I just want this nightmare to end, I have just over £19k in my account. I want it withdrawn and my account closed with this casino ASAP. I cannot be expected to wait over 20 days per £500 withdrawal to do this.

Any help would be massively appreciated!"

Dear 7wvm8m5ct2,

Could you please advise whether you achieved your win using an active bonus? Would you be able to forward the feedback you received from the casino to my email tomas@casino.guru?

I received an £800 bonus when I made my first deposit of £200 and played through that £1000 balance and deposited a further £400 before requesting any withdrawals. I have deposited £3200 since then.

Since my last message the casino processed a £500 withdrawal, this took 22 days and I requested another £500 immediately, this has now been 5 days at ‘Pending’.

Ts and Cs don’t state that the maximum withdrawal limit is £500, but is €7000 per month.

I now have £20,001.19 and will not be playing any more until this is resolved.

At 22 days per withdrawal, it will take forever if they continue to pay £500 maximum. Unfair on me and a huge waste of their own time processing 40 withdrawals…

I realise their intention is to delay withdrawals so the player spends/loses their remaining balance and cancels withdrawals, which is entirely unfair.

Whether they are based ‘overseas’ or not, which is the excuse they always give, it doesn’t take 22 days to transfer money.

Im happy splitting the withdrawals over a few months, but the maximum amount has to be increased as per their terms and conditions.

Again, any help is hugely appreciated.

Thank you very much, 7wvm8m5ct2, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Black Magic 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.

Hello there,

Thank you 7wvm8m5ct2 for providing us with all the information. I hope we'll be able to resolve this issue together.

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

Thank you!

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