Magical Spin Casino Support and Complaints Thread

Hi all,

I am Benjamin and I am the casino representative of Magical Spin Casino.

Please feel free to ask anything you want, I will be pleased to answer you!

See you soon!

Benjamin

Welcome to our forum Benjamin! It's great to have you here! 

Welcome Benjamin. We are happy to have you here on our forum. 

Cheers. 

Hi Benjamin! Welcome to LCB ;) 

Thanks all !

Welcome to the best casino forum! Thanks for being avaiable to assist our members.

Hi Benjamin,

Welcome to the forum. 

Welcome Benjamin! 

Hi Benjamin. I have registered to your site

There is a rule at your T&C that punish a player when he plays more than 10% of his inicial deposit.

So, you make a furst deposit of 100. Then you bet 8, 9 , 10 . In case you bet 11 your casino has got the right to cancel any winning

So, if you ever wanted to bet 100 you must deposit 1000 first

I have never seen this rule in other site

Please, clarify this item

It is a kind of trap. 

Regards

Santiago

Hi Santiago,

The casino rep has been notified. We're waiting for him to reply on this thread.

Hello Santiago,

First of all thanks for your interest in our casino.

Regarding our policy about bets, I confirm you, since our bonus doesn't requires any wagering or play-through there is terms and conditions that applies for the maximum amount authorized by bet when you play. Even without bonus, the maximum amount authorized is 10% of your initial deposit. Means if you wish to bet 10€ / spin we strongly recommend you that you make at least a 100€ initial deposit.
But you need to know that we do not automatically "punish" when players overpass the rules, we first proceed to further examination of the entire session, if the player constantly and regularly overpass the rule so yes, the winning amount could be canceled. If it appears that player broke the rule for 2,3,5 bets for the entire session, we just warn the player and let him know that next time he needs to really be more careful about that.

Anyway we are always open mind to discuss with players about all our general terms and conditions we are always very transparent about that.

Best regards,

Hello Benjamin, thanks for your answer

I use to play online casinos. Your rule about 10% wagged maximum of your deposit is unique. I use to play live dealer casinos.

In your casino I registered last week and provided my docs before my first deposit. You verified my account

Imagine I start playing at a new casino. I bet 50 100 or more in a spin because I play 50 100 150

Must I inicially deposit 2000?

In my accoint I bet more than 10% of my inicial deposit many times. I did not know about your unique rule

I hope you can help me

Regards

Santiago

Hello Benjamin, this text was sent by your support section 10 minutes ago:

"

Hello,

After your account has been sent for further verification, it appears that you did not respect our general Terms and Conditions regarding the maximum bet amount authorized.

Regarding our General Terms and Conditions :

8. Players wagering more than 10% of their real money deposit in one bet will be identified as high risk players and will be monitored. The Casino reserves the right to cancel all winnings from these abusive behaviors. Example: a player makes a deposit of 100 €, then immediately starts to bet more than 15 € per stake, he will then be considered a high risk user. High-risk players will not automatically be considered as users of undue advantage but will fall under a higher level of security and their gameplay will be monitored for the value of the bet.

Your winnings have been then canceled.

Feel free to contact us in any case for further information,

Regards, 

Finance - MagicalSpin"

My crime was to bet more than 10% than my original deposit

Your rule is extremely dangerous for regular players. We are not laywers

Regards

Santiago

In the end, magicalspin.com has got tool to confiscate any winning.

How can you play live dealer ever below 10% of your original deposit?

They confiscated 2020 euros of mine.

They even did not roll back my deposits

Benjamin, I doubt many player would pick your site

You coyld warn and pay before any account closure

I apologize for this statement but I believe their rule is there on purpose

Santiar

Hello again Santiar,

those are our rules regarding our general terms and conditions, once again you can bet €150 or €200 sometimes, but if the entire session is dedicated to such a behavior, like I explained you, we do have tolerance but not in the case the entire session is based on overbet.

You do not have to be a lawyer, you just need to read the Term and Condition before playing on a casino. Ours are very basics and this 10% rule is very common. We are very transparent.

Regards,

Sir, online casino software as betconstruct is capable to restrict player's max bet per spin. 

In our case, you must pay what I won and them block my account 

At live casino, playing strait bet you can easily play more than 20 to 30 euros

I would like to know which other casino have this rule about 10 % max bet

Hello santiar,

Magical Spin Casino has the 10% max bet rule and that is clearly stated in their general terms and conditions. The casino rep has already explained everything on this thread. Nothing can be done about this and there's no reason to discuss about this issue any further. If you are not happy with their rules, there's many other casinos without the 10% max bet rule where you can play instead.

Hi Sydney, 

I have not use any bonus at my account. It was all entire real money deposit

Is it the same scenario?

I know you T&C are in your side.

Santiago

Hi santiar,

As per Magical Spin Casino Terms& Conditions the 10% max bet rule applies to real money deposits too. This is written under 'Games' section in Terms& Conditions: 'Players wagering more than 10% of their real money deposit in one bet will be identified as high risk players and will be monitored. The Casino reserves the right to cancel all winnings from these abusive behaviors. Example: a player makes a deposit of 100 €, then immediately starts to bet more than 15 € per stake, he will then be considered a high risk user. High-risk players will not automatically be considered as users of undue advantage but will fall under a higher level of security and their gameplay will be monitored for the value of the bet.'

Sydney, I guess I will not get paid my winnings.

It is just to warn future customers about your such an unusual rule you included in your T&C

You had your law by your side. T&C allow you to decide wether to pay or not. You picked a choice I did not want it. But, as you showed, it was written

Regards

Hi santiar,

I'm sorry, but if the casino's decision is not to give you back the winnings, there's nothing we can do as it's all clearly written and explained in their Terms& Conditions. We always advise our members to read the Terms& Conditions carefully before depositing any money at the casinos to avoid these situations.

Hi, I understand your T&C allow you to do what you did but you have not rolled back my original deposits 400 euros. Why?

Santiar

Hello, dear LCB community!

Names are replaced with xxxxx for privacy reasons.

An unexpected event of Magicalspin.com not paying out legit winnings has occured.

All screenshots are attached below.

Here is the story.

I found this site and it looked promising also their bonuses and support was really nice. So I have deposited around 10 times there (around 200-300 euros), but with no actual luck to cash out anything. Always used a card to deposit there.

Untill...

11th of August 2017 I made a deposit, claimed their 35% no-wagering. With a 20€ deposit that gave me 27€ to play with. I played quite awhile with that and I never bet over 1 euro before the win hit. Win hit occured on Ryan O'Bryan a game provided by Red Rake Gaming. Where I bet 0.90€ and I got the bonus feature which netted me 409.65€. After that my balance was 431€. I decided to play a little bit more with low stakes and few minutes later I requested a cashout 350€. I wanted the withdraw on my Skrill so I made another new deposit in an amount of 10€ via Skrill for them to have my Skrill address. Continued to play a bit after that and managed to loose the remaining 75-80€ I had at that time. Decided to go to sleep and wait for the withdraw.

11/08/2017 07:12 Sent Betrust Entertainment B.V. Processed 0.00 -10.00
Transaction ID: 2171788243
Reference ID: 5304021
Recipient's email: [email protected]

As I read on their terms they promise withdraws in 48h on work days.

Okay... So I wait like 4 work days contact them again on 15.08 and the support is helpful, saying my account has already been verified and sorry we had some holidays here, but there is nothing wrong with your withdraw and it should be there in couple of days. The next day 16.08 I receive an email from their finance department.

Account verification
FM
Finance MagicalSpin

Reply|
Wed 8/16, 6:08 AM
You
You replied on 8/16/2017 8:42 AM.
Mr xxxxx,

Regarding your last winning session and the withdrawal request you asked, we would like to let you know that your account has been sent for further control of your bets made during your gaming session.

This process can occur in case certain bets do not seems to match our terms and conditions, especially for new account recently created with a first withdrawal request.

Regarding our General Terms and Conditions :

8. Players wagering more than 10% of their real money deposit in one bet will be identified as high risk players and will be monitored. The Casino reserves the right to cancel all winnings from these abusive behaviors. Example: a player makes a deposit of 100 €, then immediately starts to bet more than 15 € per stake, he will then be considered a high risk user. High-risk players will not automatically be considered as users of undue advantage but will fall under a higher level of security and their gameplay will be monitored for the value of the bet.

You account is now temporary "frozen", meanwhile we will proceed all verification and control of your gaming session.

Feel free to contact us in any case for further information,

Regards,

Finance - MagicalSpin

+356 27 76 16 59
+33 2 49 88 01 14
www.magicalspin.com

My reply few hours later

Hello!

I have not exceeded that bet limit, I can confirm this as I have history of all of my gaming sessions.

Regarding the winning session 409€ hit my bet was 0.90€ and as you can see the minimum deposit is 10€, I deposited 20€ once or twice, doesn't matter still it's not even near the 10% mark.

I have added the picture of the win and a scan of my passport as an attachment to this email.

Do you treat all your costumers this harsh?

I have waited for over 86 hours by now and You promised a withdraw in 48 hours.

Skrill: [email protected]

Amount: 350€

Best regards,

Okay then... now I start to question are they really trying to hassle and cheat me out of my 350€ withdraw? I contact the support again and ask when can I get an aswer from the finance department. They tell me that I will receive an answer from them by 18th of August 2017. Guess what - the answer didn't come. By that time I was already furious, I have deposited around that much money into the casino and now they are trying to hassle me out of my legit winnings. I mean the withdraw isn't even big - 350€ for an online casino is around 2 hour profit or even quicker. I have also sent the win hit screenshot to the finance department which clearly shows me betting 0.9€ and the win is 409.65€. I do not understand why do they hassle this much, this is unreal how I am being treated currently. Any how I contacted the support several times and tried to explain the situation. I was really polite and descrete. So I told them if they don't pay up I am afraid that I am going to post this situation on most of the major gambling sites all over the internet and that will invovle a massive reputation drop to them which is bad for business ofcourse. Also requested a callback from finance team which hasn't happened.

Let me remind you I have waited for the withdraw for 12 days.

And an answer from the finace team for 7 days.

So Today I receive an email from them.

Finance MagicalSpin

Reply|
Yesterday, 12:00 PM
You
You replied on 8/23/2017 12:11 PM.

3 attachments (114 KB) Download all Save all to OneDrive - Personal
Hello xxxxx,

sorry for the delay.

As we told you we are now sending you here, in attached files, some few screenshot examples about the rule that has not been respected in your previous session.

regarding the 7.5 article in our General Terms and Conditions :

7.5 Maximum bet allowed with bonus money or winnings derived from promotions/bonus is € 7.50 and/or 10% or the current player balance.

You can see in the attached screenshots multiple bets that are way more than 10% of your current balance.

Therefore all your winning regarding this very session have been canceled.

Please fell free to ask us anything in case you don't understand.

Regards,

Finance - MagicalSpin

+356 27 76 16 59
+33 2 49 88 01 14
www.magicalspin.com

Now I'm getting mad furious about this. They have sent me a session dated 04.08.2017. Makes no sense right??? Claiming that it is some how connected to the session that I played on 11.08.2017 and my withdraw has been confiscated.

I think this is enough evidence to blacklist them. If you some how manage to get a representative to answer on this topic to clarify this situation and get my withdraw on my Skrill I am ready to drop all charges. Anyway this will go viral and the next post is going to be on askgamblers website. Next I am going to get in touch with Red Rake Gaming and so on. I will not stop until either they are out of business, their reputation is below 0 or I have received my withdraw.

The most depressing part of all of this is that few days ago I broke my knees meniscus and the operation will cost me around 1200€ so any penny is much needed. It's just terrible how some asshole in finace department tries to fuck over regular costumers in a chance for getting a bigger paycheck.

Any suggestions guys? Where to turn to with this?

Best regards,

Just1Million

The 3 screenshots they sent me

Hi Just1million,

We are looking into this.

Please would you show screenshots showing deposit made on 11 Aug 2017

Magical Spin is operated by Betrust Entertainment B.V. registered address Dr. M.J. Hugenholtzweg Z/N, UTS-Gebouw, Curacao, a company licensed and regulated by the laws of Curacao under the Master Gaming License CeG Curacao eGaming Ltd license number #1668/JAZ. Payments are processed by Euthenie Limited registered address Vincenti Buildings, 28/19 (Suite 1872) Strait Street, Valletta VLT1432, Malta, a company owned by Betrust Entertainment B.V.

Here are the 2 last deposits I made - You can see that the deposits were sent to the bank on 11.08 and were processed / taken off my balance on 14.08

Also I have read on askgamblers site that they have screwed people out of thier money before in few cases and then they have refunded their last deposit. That won't satisfy me either I will get all screenshots for every single deposit I made there refunded or I get that 350€. Simple as that, to me it just feels I was never suppose to win anything playing there.

It could be that I didn't even take the 35% bonus with my 2nd deposit on that day. I am positive that I used it with the first one, but that should not matter. I currently can't check that because my account is still locked out of the system.

Hello Just1Million,

We've notified the casino representative and we're waiting for his reply. Keep you posted.

How does this story look in your eyes, I would like to hear your thoughs on this. As you can see on the screenshots everything is legit, balance over 20€ while betting 0.90€ and hitting that win. Can you agree with me?

Hello Just1Million,

We can’t draw any conclusions in disputed matter before hearing both sides of the story. We requested evidence and information from Magical Spin Casino and we’ll let you know what’s our view about this issue once we receive it.

Same trick they used to deny my winnings.  And they even did not give back my deposits. 

This rule is abusive.  I guess curacao jurisdiction and this forum should warn players about this rule

Santiar

I have not actually broke that rule regarding my last deposit and session.

Even if I broke that rule a week earlier they should have notified me ASAP and refunded all my deposits. As I should have never win anything from that point. This is an act against good will, a pure scam.

Some thoughts on this rule.

Player has 2.5€ left of his balance, minimum bet on a slot is 25 - 30 cents. Player automatically is flagged and winnings are denied if the player wishes to play with his/hers REAL MONEY. This is one of the best casino scams of online gambling history!

I am willing to make a petition and gather up all the people who have been cheated out like this and we can make it official.

There must be a lock to prevent a player to play beyond their rules

Magicalspin autorities let you play and break this rule because they must get a repeated broken rule.  Repeated means twice or more.  To confiscate any winnings

This came in just few minutes ago. More bullshit :) !

Regarding they "gave me an opportunity to log in" that statment is also invalid. Tried to log in everyday and "User is locked. Please contact Support." appears.

A session before the last deposit. The first 20€ that show up in my bank history.

Now they are blaming me for "trying to cover it by making a 10€ deposit" :D:D HILARIOUS! I made that 10€ deposit via Skrill in order to get the withdraw on Skrill. Then instantly proceeded with the withdraw request. Even tho nothing makes sense what they are writing to me. I already had a 431€ real balance, why would I make a 10€ deposit to cover something? Makes no sence and even how does it cover something that doesn't need to be covered?

This is amazing how hard they are trying to hassle.

Check the screenshots.

I do not have irregular play like, bet big and win then bet small or smthing like that. The play is very stable.

Hi,

regarding our last e-mail, we made a mistake by sending you one of your previous session (which also did not comply with our terms and conditions).

Here attached the screenshot of your last session. As you can see you did overbet more than 10% of your current balance under a bonus session.

We also noticed that you tried to cover it by making a €10 deposit immediately after that, (without playing it) in order to hide the fact that you were on bonus session. Then you asked a withdrawal request right after. But you need to know that everything is recorded and we always keep all sessions and all bets in our database.

Therefore, since you obviously did not follow the rules, we have no other choice to cancel your illegal winnings regarding our Terms and Condition 7.5.

We also gave you the opportunity to log in your account in order for you to check it by yourself.

Please, feel free to ask us anything anytime

Regards,

Finance - MagicalSpin

+356 27 76 16 59
+33 2 49 88 01 14
www.magicalspin.com

BLACKLIST BLACKLIST BLACKLIST!

I have calculated a total of my deposits to Magicalspin.com casino as 194.99€

Should I start the chargebacks manually via my bank or should I wait a little more time?

I have all the history for the deposits.

Hello, 

regarding the Just1Million complain, we already let the player know about the rules several times.

This player has not followed to max 10% bet rule (7.5 in T. & C.) when he was playing with bonus, therefore his winnings have been canceled. It's clearly written in our term and Conditions :

" 7.5 Maximum bet allowed with bonus money or winnings derived from promotions/bonus is € 7.50 and/or 10% or the current player balance. "

We already sent several emails with some screenshot to the player. He keeps sending us threats by chat or email, saying he will "destroy us" and/or "our reputation" even though he is totally wrong. 

We are always open mind and ready to discuss with the players as long as everybody is polite. We do not accept insult and threats.

Anyway, here some screenshot that proves the player has several not authorized bet with more than 10% of his current balance.

Once again, we always pay the players in delay (48H business day) whatever the amount of the winning. We always do that, but we just need to stick to the rules, that's it.

Feel free to ask us anything,

Regards,

Like arguing with a pidgeon.

Even tho if you are not going to honor my winnings you will have to refund me my deposits.I will check the date and time when I first broke the rule and then I will calculate how much should be refunded. Since you never told me the first time I broke the rule you are accountable for this mess.

Still haven't received the history for the last session - 11/08/2017 06:34 id: 1190762157Deposit by payment system+20.00 EUR 20.14 EUR

Mr magicalspin rep,  eventhough this rule is at ypur T&C we(players) know you place it in purpuse to avoid a payment

You have the right not to pay.  This forum helps to know where to play and were not to play

Hello Just1Million,

As the finance team explained you by email, on your last session (the deposit you made on the august 11 (20 euros, the second deposit you made on the august 11), you wagered more than 10% of your balance.

The problem is you received a bonus on the 2 deposits you made (you can see it on the first screenshot on the line "pay client bonus"), so you were on a bonus session.

You can see on the screenshots 7-8-9 the overbets you did.

Now, here is the rule 7.5, when you play with a bonus or on a bonus session :

7.5 Maximum bet allowed with bonus money or winnings derived from promotions/bonus is € 7.50 and/or 10% or the current player balance.

You were in this case (bonus money or winnings derived from promotions/bonus), so wagering more than 10% of you balance was forbidden.

You have to understand that there are rules when you play receiving a bonus and you have broken the rule.

I asked to the finance team to see again the situation and see what they can do, you will receive an email tomorrow I think.

Another thing : I checked and your account is not blocked, you can log in to check what you want (if you lost your password you can ask another one).

Thanks

Ohhooo!!! and what do I see I have managed to brake this rule the first time I played there and you told me nothing. Let me keep on depositing. Best online casino scam in the history I'm telling you!

So you have to refund me 194.99€

I do accept it on my skrill, which you already have. Ofc, if you want to speed up the process and we will be done with this. Also I agree to silence this discussion.

Nice one guys, picture evidence which is not photoshopped, thanks! Really good one! I have been polite all the time and spoke about things how they are. The reputation will drop obviously if you cheat and scam your clients. No doubt.

Hi again,

We don't understand what you are speaking for photoshop since you can check it on your own history account?

We don't check the players bets all the time. Your account has been checked in the middle of august so we could not see you broken the rule before.
It is the player responsibility to read the terms and conditions before to play.

Please, Just1million, you wanted the evidence that you broken the rules, you wanted to get your history session, we provided you all of this and you keep going to say we are not a respectable casino.

All casino have rules, you did not follow the rule 7.5.

And for your information, it is not because you did not respect the rule on the first time that you were not able to process a withdraw for any future sessions.
We check the bets session by session. For example, if you try another session, following the rules, and win, you will be paid (even you broke the rules on another session before).

Regards,

Dear magicalspin rep.  Your site did not roll back my deposits 400 euros.  What does your T&C tell about?  My email address is [email protected]

When signing up in an online casino, whatever the casino we strongly suggest to customers to check and read the Term and Condition before or to ask directly to the customer support service in case of any doubt about any rules.
It's player responsibility to check about that.

We are always being very clear and transparent about that. We do not hide anything here.

When came to your withdrawal request the financial and risk department checked your bets, we can not check all the bets, all the times, for all sessions in live. We do that, eventually, when comes a withdrawal request.

About refunding as the 9.5 in T. & C. mention
" It remains at management's discretion to determine whether a refund request for a deposit made should be entertained (..)"

Regards,

By this rule it is impossible to cashout anything from your casino. See the last screenshot I posted.

For example a player has 2€ remaining on his account which he doesn't care about and wastes it on a slot while having a pending withdraw then the withdraw is automatically denied!

When a player has 20 cents left on his account and bets the last 20 cents he is automatically voided from cashout because he has bet 100% of his balance !

Refund my deposits to my skrill or if that is not simple enough to understand then put it on my account balance and give me a fair go this time.

Sum is 194.99€

And I highly doubt that what you are saying now is correct, because it does not reflect out from your terms and conditions.

No at all, the bets examination is always and only regarding the last session where the withdrawal comes from.
For example :
If you play following the rules, then you make a withdrawal request, whatever you do after that with your current remaining balance that is still on your account, it doesn't matter for the withdrawal you did before.

Regards,

So now you are saying that you are willing to honor my last session ? 

11/08/2017 06:34 id: 1190762157Deposit by payment system+20.00 EUR 20.14 EUR start re-examining from this point.

Hi everyone,

we are still in touch with Magical Spin Rep, and we are looking into resolving this matter to everyone's satisfaction. We have pointed out few things to them and will keep everyone posted.

In the meantime I ask everyone involved to remain calm and to refrain from making further posts until we get to the bottom of the issue.

Stay tuned

Cheers
Zuga

no word from them yet, so we sent another follow up.

keep you posted

So I guess I have nothing else to do with this casino to proceed with the chargebacks, right?

Blacklist.