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MagicRed - Cancelling "in process" withdrawal requests TWO TIMES with unclear and unethical reasons.


Found for the Casino - This player has already played down their balance. We cannot assist you if you contact us after you have played and lost your funds.

Read our Magic Red Casino Review.

Player's Complaint

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)


Read the casino review

1 Responses

User icon
December 23, 2021

Hi Topiwalski - welcome to!

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

As we are the ADR for the Apsire 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 – and the terms of use for our complaint service here -

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.

If you have any questions about the above, let me know.

Sadly there is nothing we can do to assist you with this matter.

Firstly, you are not a UK resident and as such UKGC rules are not applicable to you. The relevant license in your case in the MGA license.

Secondly, even within the UK cancellation of withdrawals is allowed where there are technical issues completing the payment.

Next, all Aspire Global properties offer a range of responsible gambling tools and will oblige if you ask them to close your account while a withdrawal is ongoing.

Finally, if your are experiencing issues with the withdrawal process we can assist you, but we cannot help you if you have already played your balance away. Gambling is a risk based activity. Where you play, you are hoping to win and had you won would expect to be paid. That being the case, claiming that the operator should refund losses is looking to create a no lose situation for yourself, where you would have retained winnings or demand losses refunded. That is a non-valid claim.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 15k gambling operator websites for between 24 hours and 5 years.

Sorry we cannot be of further help.


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Topiwalski consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Magic Red
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • Aspire Global International Ltd

December 21, 2021

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