Magic Red - Extremely delayed cashout

Hi ladygaga - welcome back.

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the Aspire Global license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

Firstly - you've used a prohibited character in your submission and as such we're missing the end of your complaint. Please provide the rest of your complaint text.

Secondly, while we do understand your frustration, given the growing international sanctions on your country of residence payment issues are likely to quickly escalate as more and more firms pull out of conducting trade in your market. While we will be happy to try and assist you, if you are going to continue engaging with international traders you would be wise to anticipate issues sending and receiving funds.

Thanks,

ThePOGG

Later I found on this casino's Terms and Conditions they don't have ability to do cashouts to Mastercards (so it was incorrect information from casino side from just for dragging the time).

This time manager told me the only way is to use SKRILL again and this time he will control the process in person and all be fine. He asked me to send photo of SKRILL account with my data. So I did along with transaction history confirming I already got payments from them earlier. FOURTH cashout attempt 'got stuck'. I asked them to provide me a SKRILL transaction number to check from SKRILL technical support but casino replied this was not SKRILL issue. So they issued FIFTH cashout request and 2 days after I still got no payment. Suddenly I was unable to login to my account and to online chat. I was really angry and contacted them via email and informed I going to issue a complaint.

On March 23rd the manager came back to me and swore the issue would be resolved 'today' and promised to send me an email message by the end of the day to confirm all sorted out. I must say that I always talk to different persons (at least 3 different personal managers). Unfortunately SIXTH attempt was unsuccessful and I got neither payment no email from them.

Thus I'm waiting almost 4 full banking weeks for cashout and money still on casino balance. They just foolish around and not going to release my money. They don't explain or comment the situation except saying all the same - 'payment got stuck' and this is not payment system issue. They don't explain what kind of issues they have there. Fortunately my account is not blocked (YET) but funds are not accessible and online chat told me the latest cashout request in the amount of 4365 EUR cannot be reverted so I don't have access to my funds anymore. The request is in underfinite state withoiut moving.

Sometimes they send me fake reports stating that my cashout request was reissued (but this have no reflection on my account history).

I filed complaint via casino's web form with no reaction from casino at all. Noone from management contacted me until now.

I'm unable to withdraw by unknown reason since March, 5th.

Hi ladygaga,

Thank you for providing the rest of your complaint.

As stated above, there is a very high likelihood that the current geopolitical situation is directly impacting the ability of the 3rd party payment processing company that Aspire Global uses sending funds to your country of residence. We will contact the operator to see what can be done, but it is unlikely that this issue will resolve any quicker due to our involvement.

Thanks,

ThePOGG

Finally they just paid in full 4365 EUR to my Skrill account on April, 6th. So it took one month since March, 5th to get the money. Thanks a lot for your engagement and assistance!

Hi ladygaga,

Thanks for letting us know - it is appreciated :) Please stay safe in these troubled times.

ThePOGG