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Hi XX2018 - welcome to ThePOGG.com!

Unfortunately we had a system error over the weekend and some of the information you submitted with your complaint has been lost. I need you to provide the following:

1. Your full name
2. The email address you registered at the casino
3. The username you registered at the casino.
4. Your country of residence

Once we have this information we will look into your issue for you.

Thanks,

ThePOGG

Hi XX2018,

Thank you for your email. I'm including the information you provided here to ensure that it is stored with your complaint. This will be deleted before the complaint is closed:

[EDIT]

We'll contact the operator and see what we can find out.

Thanks,

ThePOGG

Thanks !


I am curious about their reaction. I have already sent 5 emails in the past few weeks and after closing my account through them, they have not answered any mail.

I also read very bad stories about this casino on the internet. They are blacklisted on some sites.

If you are able to get back some of my money, then I would be very surprised and it would make me happy at the same time that I would like to transfer 10% of any payment to you.

Hi XX2018,

While we appreciate the offer, this is a free service and we do not currently accept donations. We're happy to offer this service to players!

We may in future accept contributions from those who would like to help us maintain and improve our free responsible tool <a href="https://betblocker.org" rel="nofollow">BetBlocker</a>, but at the present time we don't have the facilities to do this.

This conversation is progressing with the operator and I hope to revert to you shortly.

Thanks,

ThePOGG

Ok Thanks for the feedback and i will consider BetBlocker for nearby future.

Any action from the operator ? I saw they checked my linkedin profile a couple of weeks ago.

Hi XX2018,

My current understanding is that the operator are trying to verify the email addresses associated with your activity and are awaiting a response from you.

Thanks,

ThePOGG

I have not received any mail from them from the moment they have closed my account and I am surprised that they indicate that they are waiting for a response on my part. Of course I would like to show that the addresses used come from me. 
How can I best demonstrate this? Is it possible that the correspondence they have with you (and apparently indicate that they are waiting for a response from me) can be forwarded to me?
Or is it more convenient that you tell them that there is no request from them to me to verify this.

I would love to hear from you

Hi XX2018,

We cannot share communications from the operator with you.

The point here is to ensure that you have access to the email addresses associated with your account. I would ask you to check your email again.

Thanks,

ThePOGG

Hello ThePOGG,

Thanks for responding.


I understand that no communication from the casino can be shared.

Believe me. I have been checking my mail every day for almost eight weeks now, hoping that there will be a reaction from magical spin. I myself have sent more than 5 emails to them after closing my account, and never had an reaction.
I have double checked all my email addresses. Also looked at in the unwanted mail and spam mails. But unfortunately, no mail from them.

Now I am battling what to do. Contact them directly and inform them that you are being notified me that an email has been sent that I can not find, or that I am dealing with you through you. I chose the last option because my trust in the casino is not very high anymore.

In short. It is a hotmail address ([EDIT]) which I used to create the account at the casino.

Furthermore, I have a gmail address ([EDIT]) and an email address of my own provider ([EDIT]) which I use to log in to my Skrill account. I made a deposit on 17-4 with the skrill of 50 euros  and I won the amount of almost 8500 euro (8,496.32) 
At the time of the verification, I therefore also sent a screenshot with this transaction and the gmail address you see at the top of the screen as my main account. I also have a screenshot of my balance at the time of the verification.

After the closure of my account and the refund of my deposits (280 euro) on magical spin, I added my hotmail address to the skrill account and indicated that I might be able to prove that this belongs to 1 and the same user (Me). But no reaction.

What is wisdom to do now?

Do you have proof of sending the mail by magical spin to me of the above email addresses? Only Yes or No.....

Can they send another mail to me this week ? I don't have to know which emailadres, cause i will check them all three everyday.

As I mentioned earlier, I have seen that Levi Hogan (his name is see on the internet associated to the casino) has visited my LinkedIn profile. Is this the thing they are talking about, and do i have to send him a mail via LinkedIn. I don't think so...

My thanks again is great for all your help to bring this to a good end.

XX2018

Hi XX2018,

The LinkedIn profile is non-relevant. That'll just have been part of the security verification checks.

With regard to the email, I'll request proof of sending.

Thanks,

ThePOGG

Hi ThePOGG,

It seems that there is movement in the case.

Magical Spin has now (after the verifying, via the POGG) approved my account and opened it again. The balance is still the same and actually a little bit (280 euro) to high. Because in april they paid out me already my deposits.

Just requested a payout via Skrill, but that did not work. This was also my method of deposit and often it is so that you then have to use it to pay out.

After contacting the finance department (which answered in a few minutes) I was asked to send my bank details and request a payment via the site via bank transfer.

This I have just done for almost half (4K) of my casino balance.

After this first withdraw is done succesfully i will say to him that they can take 280 euro of my balance, and I will make (after some playing may be) a second deposit.

Thank you again for the support.

I am curious and keep you informed if everything is successful!

XX2018 ([EDIT])

Hi XX2018,

That's great news - please keep us informed as you receive payments. I'll hold this complaint open until the full balance is returned.

Thanks,

ThePOGG

Hi The Pogg,

Thanks for the good support!
My balance is paid out at this time.

Thanks for everything.
The complain can be closed.

XX2018

Hi XX2018,

Thanks very much for letting us know - it is appreciated!!

ThePOGG

An issue relating to verification of the player's identity has been resolved and this player has now confirmed that they have been paid in full by Magical Spin casino.

Hi There,
 
 I played at Magical Spin casino last month. Deposited in total something like 250 euro and won something like 8500 euro. When the verification progress started the problems began.
 
 I used my name on the site and on my ID my christian name is stated. Also i used a different e mail addres to register and make the deposit using skrill.
 
 These 2 things where used by magical spin to close my account and pay out only my deposited money.
 
 I am frustrated about this because i play for 10 years online casino. Never withdraw an amount like this and the first time I do the casino is closing account and took the 8250 euro away.
 
 In 10 years of gambling i never experienced problems with a mismatch between name and christian name and between a mismatch between the primary email on skrill and the email i used at the casino.
 
 I do believe magical spin is using there terms against their players and they where never willing to pay me, because they will find always something to do that.
 
 What do you think about this situation ?
 
 Thank you in advance,
 
 XX2018
 
 PS: I also send the mail which i received fro them:
 
 
 Thank you for sending your documentation.
 
 After reviewing the documents you sent, please take note of the following warning of our risk / verification department :
 
 
 The account number: [EDIT] has been flagged for a name mismatch. The withdrawal has been placed on stop payment and the account will be closed. The player’s deposits will be refunded to the depositing method.
 
 After a thorough review of the account, I have concluded the below:
 
 
 · Risk review of the account has determined the name and email addresses between the casino and Skrill account do not correspond with the details on the player’s documents.
 
 · In this case a name mismatch was triggered and the all provided documents details did not match the account holder.
 
 · It appears that upon a thorough review by the risk department, the account is in violation of the Casino's Terms and Conditions.
 
 
 

Magical Spin - is using terms and conditions against their customers

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