MagicRed - Cancelling "in process" withdrawal requests TWO TIMES with unclear and unethical reasons.
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Hello. This may be long, sorry for that, but I hope that we can sort out this.
On 9th December, I registered on MagicRed Casino, and I deposited $141.000 CLP. Before I started to play, I canceled my welcome bonuses in the support chat.
Fortunately, I won $800.000 CLP, and I started a withdrawal request and a ID verification. After several days, my request was in process and my ID was validated. Two or three days after that, they CANCELED my in process request due to a conversion error from their financial team (thats what they told me), and they created a new request.
After a couple days, my new request started to be in process again. After the weekend, they canceled my request for the second time, and this time, they didnt gave me a reason, they told me that they will send me an email with the reason, and I did not received anything. After they canceled for SECOND TIME my processing request, I was tempted to gamble my winnings and my original deposit.
I think that was their main reason, cancel requests after being in process to be tempted to bet.
The second time they canceled my in process request, they didnt even send a new request for my withdrawal, they made a new one for $7.000 CLP instead of $800.000CLP, that was clearly incorrect and it was made to be tempted to gamble again, seeing that money back on my balance.
According the UKGC rules, they should not cancel a processing request, and even less without a reason. When a request is in process it cannot be canceled.
After they canceled my request for second time, I was tempted to bet and I lost all that money ($800.000CLP), so after I lost, I spoke to MagicRed and Betiton (both from Aspire Global) support chat, to be self excluded from all Aspire Global brand due to gambling problems (due to the problem that I had with them because I would not want to play with them ever again). This self exclusion was AFTER I bet that money, and AFTER all this problem, you can check the records.
I know that according the UKGC, if someone self exclude himself for gambling problems in any casino under their license, and bet again, the casino can retain the winnings and refund the original deposit, but this was not the case, I did not bet any of that money being self excluded, I self excluded myself AFTER this, AFTER I lost my original deposit and my winnings ($800.000CLP) due to their lack of ethics and AFTER they broke the rules.
I sent two emails to MagicRed support to demand my original deposit (and I still dont get a response) but according the UKGC rules, they should never have canceled my request in process in the first place, so now I sent a new email asking for my original deposit plus my winnings to be refunded ($800.000 CLP), because, they didnt even have to do that in the first place, it is against UKGC rules.
I hope that you can help me to sort this out please, I am very frustrated and very confused about this casino, they gave me a terrible and unethical attention.
P.S. I have a lot of screenshoots as proof, all chats, all emails, the winnings, when they cancel my request, what they said, etc. I have all, except when I self excluded myself in MagicRed and Betiton (just after I lost my money , I asked for a self exclusion and they logged me out in a second, as soon as I said I wanna be self excluded, but I suppose you can ask for the records)
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