Magic Win Casino - Вилучення гравця затримується.

Requested withdrawal on 18th April 2023.

I have a verified account and have had 2 previous withdrawals paid, first took 7 days second took 19 days.

Their chat just says they refer it to the finance team and you can't talk to them directly.

This response has occurred on 4 separate occasions.

No one has got back to me and my withdrawal still says awaiting after 42 days.

Hello iancurtis147,

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 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

My account has been verified for several months,I used a deposit bonus and met the wagering requirements and requested a withdrawal as I had previously successfully done and I contact them daily and get nowhere

Hello iancurtis147,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Most of it is via chat so I don't have that record.

I only have one email support message and am waiting for a response from another message but I can send that.

Ian Curtis

Thank you iancurtis147 for all the information provided so far. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, iancurtis147!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team