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Magic Red - casino declined my winnings

Ruling

Found for the Casino - This player has chosen to play a game that was excluded for the bonus they claimed. As such there is nothing we can do to help them.

Read our Magic Red Casino Review.

Player's Complaint

Dear commission

On the 21 st of April I played online by magic red. I uploaded 50 Euro and got 25 euro bonus money I did not ask for. With the total money I made 4000 Euro .I wanted to cash out the money but the system said that I still had to play 875 euro the wager the bonus money. I did that . Than I went back to cash out my money now I had a total of 3860 euro.The system told me I could cash out the money. I cash out 3700 euro. With the remaining money of 160 euro I made another 1500 euro. I proceed to also checked out that money so now I had a total of 5200 euro.

Now the online casino have declined my winnings sayings I did not follow the rules by playing the bonus money . If I did not follow the rules I never could cash out the first €3700 euro . And my second winnings of 1500 Euro I made without bonus money .

So I cannot collect 5200 Euro because of 25 Euro bonus money , that I did not ask for in the first place. I pressed the button to deposit and magic red give me the 25 Euro bonusmoney.

Now the casino took al my winnings and left the original 50 euro I uploaded in my account.

Please help me with this matter. I also played with other online casinos and I have never experienced this .I have prove of my winnings the email I received from magic red that they declined my winnings and my response to their mail on declining my winnings

Read the casino review

7 Responses

User icon
ThePOGG
April 26, 2020

Hi caramelqueen - welcome to ThePOGG.com!

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 – 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.

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

Moving on to your complaint - when you chose to play with the bonus rather than asking for it to be removed, you have accepted the bonus. Specifically what term do the operator claim you have breached?

Thanks,

ThePOGG

User icon
ThePOGG
May 5, 2020

Hi caramelqueen,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
caramelqueen
May 5, 2020

Hi ThePOGG,

Thanks for the response, clearly you say I have no case and all the money I made is gone. Because i didn’t knew how to remove the bonusmoney. I will never ever in my life play with magic red , only with one casino or Unibet .they are honest online casino’s. I was hard for me because I thought I won big and all the effort to make the money and than they also never responded on my emails.. sorry is still a shame they can do this to people and get away with it.

Have a nice day.

Thank you for the information.

Caramelqueen

User icon
ThePOGG
May 8, 2020

Hi caramelqueen,

You have not answered the question I asked above? Without an answer to that we cannot offer an opinion on your case.

Thanks,

ThePOGG

User icon
caramelqueen
May 8, 2020

Dear [EDIT], We are contacting you in regards to your pending cashout in your Magic Red account. We would like to inform you that your current pending cashout has been declined. As stated in our bonus policy: Bets placed on certain games will not count towards your wagering requirements. If the play bonus is wagered on any games that do not contribute to wagering, we reserve the right to withhold any amount in excess of a player’s original deposit from a player’s withdrawal. Based on our terms, please note that the non-valid winnings has been voided and the original deposit have been placed back in your account. This is the answer I got, for playing with bonusmoney on certain games. Again, as i said ; i didn’t ask for bonusmoney. Now you guys had answered that because i didn’t removed the bonusmoney , I agreed with the terms. So it is a lost case for me. What I see here there’s nothing I can do against this matter. So again , i take my losses, great for magic red . I hope the enjoy this . Thanks @ ThePOGG for trying to help me and instructed about this. Caramelqueen

User icon
ThePOGG
May 8, 2020

Hi caramelqueen,

Is it fair to assume that you did play one of the games on the restricted list?

Thanks,

ThePOGG

User icon
caramelqueen
May 8, 2020

Hi ThePOGG,

apparently.. ? but I learned my lesson, I will only play online with casino” who are to trust. ( No magic Red)

Thank you for the help.

Caramelqueen

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Agreement

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

April 26, 2020

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