Hello everyone, unfortunately I also have problems with Magical Spin.
Due to the false statement from the live chat agent "Didier", Magical Spin canceled my balance of €5000.
I used a 100% wager free bonus in January 2024. Before I started playing, I naturally read the terms and conditions. I couldn't find any information about the maximum bet in the terms and conditions straight away. So I went to the live chat. I asked the employee how high the maximum bet with the bonus was. The employee then replied that the bonus had no maximum bet. You can find the screenshot attached.
Due to the statement from the live agent that the bonus had no maximum bet, I played with higher bets than €7.50 per round.
When I wanted to withdraw, the finance department wrote to me that I had violated the bonus conditions and they had canceled my winnings. Only my deposit amount was still in my account. Then i sent the finance department a screenshot of the chat history. Unfortunately, it was all to no avail and Magical Spin refuses to pay out the money.
Every live chat agent should know how high the maximum bet with bonus money is, that's really not a difficult or unusual question. It was only because the agent made a false statement that I violated the terms and conditions. If he had told me that he didn't know how high the maximum bet was, I would never have placed such high bets or would have read the terms and conditions so often until I found information about the maximum bet in the terms and conditions.
The casino didn't even apologize for the false statement that cost me €5,000.
I now also know that the terms and conditions stipulate a maximum bet of €7.50 per round.
I think that I am entitled to at least a partial amount as a gesture of goodwill.
A few days ago I wanted to at least withdraw my deposit. But even that was canceled today because there are apparently problems with the withdrawal method at the moment.
The verification was also a real struggle, it took months until I could provide all the required documents.
Unfortunately, I only had bad experiences with the casino.
Best regards
Christian
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