Magical Spin Casino Support and Complaints Thread

Got an answer Back that they did Not canceled any Withdraw

But i thought the withdraw checked manuelly ?

Hello Tekkfried,

Have you contacted their finance department to check if you need to change the payment method? 

I Made a new requests with USDTT ( Usdt TRC 20 )

Oh man thats so stressfull.

The Problem is that now i need more 3 days and then the withdraw will cancel or what?

Hi Tekkfried,

If your withdrawal is automatically canceled, you should contact their finance department to inquire about alternative payment methods for withdrawal, as mentioned in the email above.

In any case, we will inform the casino representative of your latest posts, and once we receive a response, we will update you on this thread.

I Made a new request with an other coin.
But i asked maybe with bank transfer.

But if you get a new information, please let me know that, thx ♥

I got my Money ! :)

Hello Tekkfried,

We're delighted to hear from you. We wish you continued success in the future.

Regards, 

Communications Manager. 

Magical Spin Casino

Hello Tekkfried,

I'm glad to hear that, enjoy your winnings! We consider this complaint RESOLVED. 

Hello everyone, unfortunately I also have problems with Magical Spin. 

Due to the false statement from the live chat agent "Didier", Magical Spin canceled my balance of €5000. 

I used a 100% wager free bonus in January 2024. Before I started playing, I naturally read the terms and conditions. I couldn't find any information about the maximum bet in the terms and conditions straight away. So I went to the live chat. I asked the employee how high the maximum bet with the bonus was. The employee then replied that the bonus had no maximum bet. You can find the screenshot attached. 

Due to the statement from the live agent that the bonus had no maximum bet, I played with higher bets than €7.50 per round. 

When I wanted to withdraw, the finance department wrote to me that I had violated the bonus conditions and they had canceled my winnings. Only my deposit amount was still in my account. Then i sent the finance department a screenshot of the chat history. Unfortunately, it was all to no avail and Magical Spin refuses to pay out the money. 

Every live chat agent should know how high the maximum bet with bonus money is, that's really not a difficult or unusual question. It was only because the agent made a false statement that I violated the terms and conditions. If he had told me that he didn't know how high the maximum bet was, I would never have placed such high bets or would have read the terms and conditions so often until I found information about the maximum bet in the terms and conditions. 

The casino didn't even apologize for the false statement that cost me €5,000. 

I now also know that the terms and conditions stipulate a maximum bet of €7.50 per round. 

I think that I am entitled to at least a partial amount as a gesture of goodwill. 

A few days ago I wanted to at least withdraw my deposit. But even that was canceled today because there are apparently problems with the withdrawal method at the moment. 

The verification was also a real struggle, it took months until I could provide all the required documents.

Unfortunately, I only had bad experiences with the casino.

Best regards

Christian

Here is the Screenshot 

Hello Chrisn79,

Please send your casino username via private message and we'll contact the casino rep to check your case. 

Hello Chrisn79,

Thank you for sending your casino username, we've contacted the casino rep and we'll update you here as soon as we hear back from them. 

Hi,

Please know that I am currently looking into the issue. However, keep in mind that the terms and conditions of our bonuses, including the maximum bet rules, are clearly presented on the main page of the casino and cannot be overridden by a support representative. I will respond more thoroughly after a full review of your activity and complaint has been conducted.

Best regards,
Communications Manager

Magical Spin Casino

Hello, I don't deny that there are informations about the maximum bet in your terms and conditions. I overlooked them at the time, though. Why do you have employees in the live chat? To give players false information so that they violate the bonus terms and conditions? In my opinion, as an employee in the live chat you should also know the terms and conditions. Every employee should be able to answer particularly easy questions. Otherwise a casino wouldn't need a live chat. Kind regards, Christian

Dear Chrisn79,

Thank you for reaching out to us.

After a thorough review of the account details and the chat transcript with the agent, we appreciate your understanding that the maximum bet information is included in our terms and conditions. While we strive to ensure our support agents are well-informed, it is ultimately the player's responsibility to read and follow these terms and conditions.

As previously stated, a support agent cannot override these terms and conditions. We apologize for any inconvenience caused and appreciate your understanding in this matter.

Kind regards,

Communications Manager

Magical Spin Casino

Hello, 

First of all, I would like to thank you for checking my case. 

I only partially understand. Why have I still not received my deposit back? 

I also think it is unfair that I have to bear the damage alone and that you are not accommodating me. 

Reputable companies are liable for the mistakes of their employees if the customer suffers as a result. If I obviously give a customer incorrect advice at work, the customer must not suffer any disadvantage as a result. An attempt should be made to find a solution that both sides are happy with.

I now suggest the following to you: I made a mistake because I relied on your employee and did not read the terms and conditions carefully myself. Magical Spin gave me incorrect information, which meant that I violated the terms and conditions. Both sides made mistakes. If you pay me my deposit and half of the canceled money, I will be happy with that and the case can be marked as resolved. I think that is a fair suggestion that both sides can live with.

I would be very grateful if I didn't have to wait another two weeks for an answer.

Best regards

Christian

Hi Chrisn79

We acknowledge that our agent, who is currently in training, made a mistake. While errors can happen, our terms and conditions https://www.magicalspin.com/bonus-terms remain clear.  After a review with management as a gesture of goodwill, we are offering you the opportunity to withdraw €1,000 instead of the €700 you initially deposited. 

We will increase your balance accordingly, allowing you to withdraw the €1,000.

Kind regards,

Communications Manager

Magical Spin Casino

Hello Chrisn79,

Please let us know once you withdraw so we can mark your complaint as resolved. 

Thank you for your cooperation @MyShare Partners. 

Hello, thanks for the quick reply. 300 isn't entirely satisfactory, but I'll accept the offer. Please credit the 300€ to my account so that I can pay out via litecoin.

kind regards 

Christian 
 

Hello Chrisn79,

Please let us know once you receive your refund so we can mark your complaint as resolved. 

Hello, yes I will let you know when I have received the money. So far the promised amount has not been credited to me. Best regards

Hello, I have just received the €1000 from MagicalSpin, thank you. I would also like to thank the lcb team for their help. It is hard to have only received a fraction of the money that was canceled, but I have learned from it and will no longer rely on live chat employees and will read the terms and conditions more carefully in the future.
 

kind regards 

Christian 

Hello Chrisn79,

Thank you very much for letting us know! ​​​​​​​

Glad we could help!

We will close this complaint and mark it as Resolved.