Magical Spin Casino Support and Complaints Thread

paitence is a must, we got a reponse from them which was not what we were hoping for. We havent given up just yet. We will keep you posted.

patience left 0.5% levels are critical...

they did say they wont be updating their terms any time soon  ( regrading the 10% rule ) , they think they are clear enough and nothing ambiguous about them. We disagree with this and told them that.

They did say they will consider refunding you but that was about 5-6 days ago , so another follow up was sent.

Unfortunately we havent heard from them yet. Sent one last follow up just now and will see if they get back to us in the next 24-48 hrs before we issue our official statement regarding this case.

Thanks!

Thieves shall not go unpunished. 

update:

we were told your refund got rejected as your card has expired. they will reach you out to provide them with alternative banking account.

in addition, they said they will look into updating these terms, but that it "takes time".

So we will see how much time they need, hopefuly not long, but we will keep an eye

Lastly plz keep us posted once u get the refund

I have received an email about the refund and the card being expired. I have forwarded them my banking details, which was on Friday if I remember correctly. No answer still.

 REFUND/  +195.00

20.09.2017 Euthenie Limited

Thanks LCB & Zuga.

Hello princejuju, As explained on the email we sent you on the september 18th, we validated your documents and your account is now verified. We just sent you another email today to confirm you the verification of your account. Thanks

One of my moste favorite casinos super friendly on thing i really miss here is my favorite provider play n go hahah 

@Magical Spin  Casino

It has been more than a week when they asked me for my casino account id, but got no reply back!
Then later on I found out that my account has been locked.
I don't know what is happening because they do not inform me!

• gtamps_04 wrote:
  
  

  @Magical Spin  Casino

  It has been more than a week when they asked me for my casino account id, but got no reply back!
  Then later on I found out that my account has been locked.
  I don't know what is happening because they do not inform me!

  
  I read that Magical spin casino has got a particular rule at their T&C.  They could punish if you wage more than 10% of your total inicial deposit. In case you deposited 50 euros and make a bet of 6 euros you could be banned and confiscated

Hello gtamps_04,

Sorry to hear that. Could you please send me your casino username in PM inbox and we'll contact the casino to find out what happened. 

Hi marbul, 

That information is out-dated as Magical Spin Casino removed all terms and conditions that we felt were not player friendly or could be considered predatory to our players.  

We listened to our players and player forums, more specifically LCB for guidance in the changing of our terms and conditions to be favorable towards our players.  

Levi Hogan

Communications Manger. 

Hello Levi, so, your rule about betting more than 10% of ypur original deposit was eraised? 

1. I have read at this thread you confiscated a player winnings

Hi gtamps_04, 

I do apologize for the late response. This was due to the Igaming conference this last week. 

However, I have fully reviewed your account and during the withdrawal process risk discovered your account to be linked to another account which you are fully aware of and have been informed. Having received bonuses also on both accounts. 

This is in direct violation of one account per household which is a industry standard and not out of the ordinary. 

"2. OPENING A PLAYER ACCOUNT

2.1 Magical Spin only allows one account per IP address (registration account IP address or log in IP address), home address (postal address), bank card, email address ... In case a player wishes to open an account while another account is already created within the same home, IP address... an authorization, by email ([email protected]) must be issued prior to the opening of the second account. If a player wishes to use someone else's credit card to make a deposit, he must receive permission from the finance department before making the deposit and send an authorization from the cardholder of the credit card (authorization, If granted, will expire at the end of the day in question).

In the event that, following a verification (random or not), Magical Spin realizes that one of these rules has been violated, all accounts in question will be blocked without notice and any balance of the balance or any request for withdrawal In progress will be canceled, even if the account (s) have been verified beforehand, the verification of account being just an identity check. "

We can provide the proof to LCB upon request. 

Levi Hogan

Communications Manager

Hi marbul, 

Yes, during a management change at Magical Spin Casino we consulted with our players and many experts in the field this included LCB. To help us come into compliance with the industry to date. 

Based on this we removed "Erased" rules that we felt were not in the best interest of our players or the Casino.  The players deposits were refunded. 

Levi Hogan

Communication Manager 

is my account unlocked

Hi gtamps_04,

The account has been closed by risk management for having created more than one account within the same home, IP address.

This is an industry standard to safeguard against bonus abuse, fraud and problem gambling. 

Levi Hogan

Communications Manager. 

gtamps, was it waht you did? same ip , 2 differents ids?

@marbul

That's what they are saying but I only have one magical spin casino.
It is so absurd that I would have more than one account.
Because nobody in my house plays online at all! Only my mother who is very old and my wife stay here.
They only said it because they do not want to pay the money I won.

Hello, I was confiscated and punished for this rule.

I did not take advantage of bonuses. My fault was to wagge more than 10% than my first deposit that was 300 or 400 . And played roulette.

Gtamps, it is hard to fight against casino decitions when you state you have broken one or more T&C rules. 

Online(and land) casinos have the edge over us but online ones have got a power to decide to pay or not.

Santiar

Hi gtamps_04,

Please know, we have forwarded to LCB the backend risk information which includes the linked account with IPs and tracking software verifications from our risk management department. All accounts in question have been closed.

This has been verified within the API and platform system and used by all casinos for verification to relevant regulatory bodies. Be assured this has nothing to do with our willingness to make payment. But everything to do with a direct violation of the terms and conditions as I stated prior.

I would like to use this opportunity to remind players that it is important to familiarize yourselves with the terms and conditions before registering an account, since opening additional accounts are clearly stated on the casino websites as a violation of the terms and conditions. 

Levi Hogan

Communications Manager

is it true what magical spin is saying? They forwarded you logging info that shows i have 2 accounts at their casino? this is totally false. I only have one account at magicalspin.com so i cannot believe what they are saying.

Hi gtamps_04, 

This is true and per my last post, either yourself or someone within your household has opened additional accounts from your residence with Magical Spin Casino. 

We have forwarded your playing records and IP's to LCB and there is clear evidance of additional accounts. 

I would again like to use this opportunity to remind players, that it is imparative that you familiarize yourselves with the terms and conditions before registering an account, since opening additional accounts are clearly stated on the casino websites as a violation of the terms and conditions. 

Levi Hogan

Communications Manager

Hi gtamps, does anyone else play in magical spin at your home address?

Levi, how is the process to determine a duplicate account? 

How would a player get an advantage doing so?

Do you detect it early or wait until a player request a payment ?

Hi santiar, 

Advantages of creating new account?  Bonuses being able to be claimed on mulitiple accounts for one. 

I don't want to drag this out to much as I have already supplied the information to LCB and regulators. 

I can not for obvious reasons discuss over a public forum the ways we are able to catch fraud, abuse and money laundering and it would not be in the casinos interest. 

However, what I can say is we have many ways that we can see where a player is playing from.  I don't want to say to much however, this account in particular as I stated previously has other accounts playing from matching IP addresses. 

All accounts are verified during a withdrawal process due to ALM regulations and casino industry standards.  We also do random checks on accounts.

2.1 Magical Spin only allows one account per IP address (registration account IP address or log in IP address), home address (postal address), bank card, email address ... In case a player wishes to open an account while another account is already created within the same home, IP address... an authorization, by email ([email protected]) must be issued prior to the opening of the second account. If a player wishes to use someone else's credit card to make a deposit, he must receive permission from the finance department before making the deposit and send an authorization from the cardholder of the credit card (authorization, If granted, will expire at the end of the day in question).

In the event that, following a verification (random or not), Magical Spin realizes that one of these rules has been violated, all accounts in question will be blocked without notice and any balance of the balance or any request for withdrawal In progress will be canceled, even if the account (s) have been verified beforehand, the verification of account being just an identity check.

Levi, thanks for your answer.

It is the only purpose of using bonuses to open more than one account at the same ip?

We(regular players) would like to know which actions to avoid.

T&C are the rules, but, we are not attourneys, we are just players

Hi santiar,

I do understand and as player myself I can understand your query. Our brand specifically changed our terms and conditions with a spotlight on making them understandable to the average player. Our main concern was to become more player friendly and to support fair play. 

We find bonus abuse as the biggest contributor to duplicate accounts. However, we have problem gamblers that also do this to mask the problem after account closures or after being approached by risk management, trying to avoid the problem and to continue playing. There are many reasons including fraud groups, money laundering and outright fraud. 

I would add that add that sometimes a husband and wife or maybe roomies  wish to play from the same IP "Home" We can allow this with prior approval. But prior approval allows us to verify multiple users prior. Avoiding any legal complications. 

I hope this helps. 

Levi Hogan

Communications Manager. 

It is not true. It is totally unbelievable. It is complete nonsense that my elderly mother would be playing at casinos online. I asked LEVI to post the username of these supposed other accounts. If someone else in my house opened an account, then surely I would know this person. It's completely ridiculous. He refuses. He has provided no evidence at all.

LEVI, I am asking the administration of lcb what evidence you have presented because I am sure you have none or falsified entries in your database.

Do not play at this casino. They are happy to receive your deposits but do not pay out any wins that are large.

LEVI and MAGICALSPIN.COM is not to be trusted.

Hi

As I wrote previously, "We find bonus abuse as the biggest contributor to duplicate accounts. However, we have problem gamblers that also do this to mask the problem after account closures or after being approached by risk management, trying to avoid the problem and to continue playing. There are many reasons including fraud groups, money laundering and outright fraud."

However, I will stat once more you were caught sharing the IP address's with another account they have been closed as was yours. 

Regarding evidence, Please see below. 

Your account

Linked account

Again, Magical Spin Casino is a reputable casino that deals with thousands of player transaction per day. Your payout has nothing to do with our willingness to pay but everything to do with a breech of terms and conditions.  

Levi Hogan, 

Communications Manager.

Levi,

Thank you for this but clearly you have a problem in your database system. This username is not mine at all in any way and I am sure nobody at my home would be opening an account besides me. Unless somehow the neighbors used my internet without me knowing and decided to play at your casino. EXTREMELY UNLIKELY. What is the address of that other account?

So it must be a problem in your database.

Also, why is there a login from ISRAEL on my account right after I registered? Where is that coming from? Is that from you staff?

Hi, 

Please understand risk management found duplicate accounts registered from your IP address "Home". 

With that being said and the evidence already having been submitted and even presented to you. There is no further need to keep rehashing the same questions and statements repetitively. Please understand this is my last post regarding this topic.  

The account has been closed due to the violation as well as the linked account. 

Best regards, 

Levi Hogan 

Communications Manager

I would hope that there was more accounts found with similair IP addresses than the one presented here, or that there was a very high similarity in the game selection/play between both accounts to fully show that the player had duplicate accounts. If the player has a dynamic IP, then there is a chance, albeit small, that he/she only actually has one account, and simply showing IPs with 1 linked account isn't sufficient imo to deny payout. I imagine a browser fingerprint and everything has been done as well which would be more conclusive to deny payout.

Magical Spin says they've revoked and modified T&Cs to be less predatory to players but only returned deposits to that player(believe it was a 50 deposit, and an 11,000 withdrawal). Max bet limit on a raw cash balance makes 0 sense to me, just seems like a term thrown in to catch players who win jackpots or go on a crazy win streak and high roll for a bit afterwards. I can respect the removal of these terms but you've effectively admitted you don't support these terms after invoking them on a player, and not retroactively paying that player their winnings.

Hi,

To make the answer short there was a management change and the terms were changed. We are happy to admit that.

However, to not rehash an old issue there was more involved to the issue. But yes the player was refunded his deposits. 

I won't get into our security at the casino but I can say yes you're correct about similarities on the accounts.  

Have a wonderful day

Levi Hogan

Communications Manager

Magical Spin Casino has proved that gtamps_04 made duplicate accounts from the same IP address, which is not allowed. Therefore we consider this case closed and there's nothing more we can do about this.

They have not proved anything. They have provided their own database records, nothing from a third party. On the contrary, please take the time to read this because they have provided clear proof that they faked their records in order to not pay out.

I have investigated the matter and have found out that Levi and Magical Spin Casino have deliberately manufactured false records in their database (which is trivial to do).

How do I know?

I have found the logs of my public IP address for the entire year. I can prove that my IP was not the same during February 2018 when supposedly another player played from my internet connection! My IP has only been 197.249.53.2 during the past few months. I never had that IP before.

There are 2 possibilities:
1) Another person in my country (maybe city) of Mozambique happened to have my current IP right before I did and somehow played at Magical Spin Casino. When the internet provider assigned new IPs (maybe due to a router reset), I was assigned the new IP and also played at Magical Spin Casino. Obviously the odds of this are tiny tiny tiny.

2) Levi and his friends at Magical Spin casino created a FAKE entry in the database showing an account from February that has the same IP as my CURRENT IP but is completely different from the OLD IP I had back in February.

FIrst I thought this could be a mix-up but now I am sure that Levi and Magical Spin have manufactured the database entry. There is no other explanation.

Hello Magicalspin,

I am jujuapril04 and I would like to know when my account ill be verified. I did some winnings and I would like to withdraw, I sent my documents yesterday.

Really thank you to all the team I really like your games, a lot of choice ! I had the chance to do great winnings and I am now really excited to have these winnings on my bank account !

Hi jujuapril04,

Within 2 business days. 

Congratulations! on your winnings and kind words. 

Levi Higan

Communications manager.

Do you thin it is possible to speed up the withdraw ? I don't want to cancel it... Maybe you can just ask and let me know ?

Perfect my withdraw is paid ! Thank you levi I think it is up to you !

Hi jujuapril04,

I apologize, I missed your last query. I am out of office untill Monday on a small holiday. I just wanted to take the time to say, that is wonderful and again congratulations on your win! 

Have a wonderful weekend. 

Levi Hogan

Communications  manager

Levi,
Are you going to acknowledge my proof that you falsified data to keep me from being paid?

Actually he simply altered/created fake records in his database to put my IP on that user account which may or may not even be a real one.
See my post above that proves it beyond any doubt.
You seem like a good poster. I can send you my IP logs so that you can verify what I am saying.

Levi, did you read what I wrote above? Are you just ignoring this? Your team, maybe not you, but someone on your team manufactured false evidence on your database. 

Sydney, Please read my post above!
I am providing clear proof that they have falsified a record on their internal database to keep them from paying out my win.
They have only their own INTERNAL database as evidence and I have records from a THIRD PARTY of a large company that has my IP.
This is extremely important. I do not believe there has ever been such a clear case of fraud by a casino.

Hello gtamps_04,

The casino has proved that you had duplicate accounts. They've posted the evidence here and there's nothing more we can do about this case. If you think you're right and you're not happy with this decision, you can file a complaint at Curaçao eGaming. 

Sydney,
The casino showed a record from THEIR OWN database of an account with my current IP address. The entry is from February 2018 before I opened an account. I have records from A THIRD PARTY LARGE COMPANY showing that my IP was different at that time hence it simply cannot be my IP. The only reasonable conclusion is that they created a fake entry in their database which would be fraud or someone there made a mistake and edited the IP of a different record.

Clearly, no other account was opened from my house/computer!

Levi has failed to address anything I have said

Hi gtamps_04, 

Out of courtesy, I am replying.

As the communications manager for Magical Spin Casino, I am here to insure the fair treatment of our players and to assist LCB'S forums whenever required. However, you’re spamming the forums and slinging insults due to being disgruntled will not further your cause.

Our software is provided by and monitored by a third party and our casino staff do not have access to these API’s this is for security reasons for both the casino, platform, game providers and our players.

There were duplicate accounts from the same household.  Confirmed by risk management.  This was well documented and provided for as requested by LCB.  Therefore, the case has been closed and nothing more will be done concerning this.

Casino management’s decision is Final

If you still feel unsatisfied with the results, you’re are always welcome to take this up with our licence provider.  

Regards, 

Levi Hogan 

Communications Manager

@gtamps_04 as you were told there is nothing else we can do to assist you. We can only go by the evidence provided by casino and they were kind enough to provide it here.

Since you are not satisfied with the resolution and given that LCB is NOT a regulatory body, you are advised to contact their licensor HERE

You can submit complaint directly the link provided, but as mentioned there is nothing we can do to further assist you as the evidence speaks against you.