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Slots magic – self-exclusion issues

Ruling

Found for the Casino - This player submitted their complaint and subsequently became totally non-responsive. We need your cooperation!

Read our Slots Magic Casino Review.

Player's Complaint

Good evening.

I am unsure if this is the right place to start if not please direct me in the right direction.

I recently about 2-3 days ago decided to put some money on slots magic. After self excluding myself off all gambling sites for a few weeks now, I saw an ad for this 'Slots magic' so thought I'd have a go.

I played my money and ended up winning a few hundred pounds, I then go over £1000! I decided I will play too £1000 And withdraw which is amazing for me I was so proud.

A few minutes later my withdrawal was being processed as I was told by email. I then forgot I needed to upload proof of address and age so I did that straight away.

My withdrawal then got declined I thought maybe it was because I was too late with the verification. I was then emailed saying 2 forms of proof had been approved but proof of address not approved, strange as it was the full piece of paper, dated only a few weeks ago (in the past 3 months) and had my full name and address on it. I tried using live chat (suppose to be 24/7 but not at all) finally got through and asked why my withdrawal was declined she said i needed to send off the correct documents. Confused but said okay.

I ended up playing the money because they put it back in my account. Which is not fair at all. So having a problem I played down to £500 which is when I messaged them saying come on please my addiction is taking over a bit what's the hold up. They said they will check for me and speed up process. Played into the £500 And won over a thousand again left it til the next day.

I then yesterday sent off 3 forms of proof of address all different all ticking all the boxes.

All declined AGAIN.

So played into it yet again as it was sent back to me. Ended up at £1800 today and now nothing because they wouldn't help me.

Lost all that money that would of paid my holiday and more I was over the moon I was strong withdrawing but all went wrong.

They have now told me They will see what they can do. They have blocked me from real play. And gone from live chat. Don't reply to emails either.

Fuming is not the word, irresponsible of the casino as they were fully aware I was an addict but continued to put the money back in for me to play with.

Cried my eyes out all night.

Thankyou for reading

[EDIT]

Read the casino review

4 Responses

ThePOGG
Jan 11, 2018

Hi Taylormx - welcome to ThePOGG.com!

The first question I have to ask is do you have copies of any communication you had with Slots Magic where you clearly informed them that you were suffering from gambling addictions before you played your balance away?

Secondly, at the beginning of February we will be launching a new free tool for players intended to help them control their online gambling. This tool will allow you to restrict from accessing thousands of online gambling sites for a variety of different lengths of time by stopping your device from being able to visit online gambling sites. If you'd be interested in beta testing this tool for us I would be happy to provide it to you as soon as it's finished. If you are interested let me know the devices and platforms you require (i.e. laptop/Windows, mobile/Android etc).

Thanks,

ThePOGG

ThePOGG
Jan 19, 2018

Hi Taylormx,

I'm following up on the above?

Thanks,

ThePOGG

ThePOGG
Jan 26, 2018

Hi Taylormx,

The complaint process is an interactive engagement. I've requested more information from you and we will not be able to assist you further without it.

I look forward to your response.

Thanks,

ThePOGG

ThePOGG
Feb 12, 2018

Hi Taylormx,

If we haven't heard from you by Friday the 23rd of February I'll assume you no longer want our help with this issue and close this complaint.

Thanks,

ThePOGG

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