Black Magic Casino - Výhry hráčů byly zabaveny.

This is a Complaint about Blackmagic Casino, and the dispute is about my 2200 pounds, fairly won on their website.

My name is G ****, and I play casinos for pleasure. I played at this casino as a reputable and enjoyable place to have fun, but they disappointed in their customer service, taking my money for no reason and disabling my withdrawal.

I have made various deposits on BlackMagic Casino. I won over 5500 and did my KYC, but they decided not to allow my withdrawal, took 2200 from my account and left a 5.24 bonus. I contacted and received a message that they decided to take my money under 9.1 from their terms and conditions. At that point, I had 500 pounds as a withdrawal which I am not sure about, but they did not cancel it or take it to their system as those 2200 pounds. As I have been disappointed and lost my faith, I have cancelled this 500 pounds as they stayed several days without approval. Then again, I went to 2000 pounds and tried to withdraw, but they blocked my withdrawals. It says your withdrawals are disabled. I wrote numerous emails to them, but they did not answer back. So, they allowed me to continue to play and deposit, but they disabled me from making any withdrawals. I consider this fraudulent and against any principles of fairly playing.

Please I want my money back in my account and be able to get them on my account. If they prove worth it, I will give positive feedback and let everybody know that BlackMagic is a reputable and trusty casino where UK players can get more than what they have at UK casinos.

Many thanks,

G *****

Dear gagiudegagiu0503,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue.

I reviewed the terms and conditions of the casino and I found this :

9.1. The following practices (or any of them) in relation to the Services:

abuse of bonuses or other promotions; and/or using unfair external factors or influences (commonly known as cheating); and/or taking unfair advantage (as defined in paragraph 9.5.3); opening any Duplicate Accounts; and/or undertaking fraudulent practice or criminal activity (as defined in paragraph 9.5), constitute "Prohibited Practices" are not permitted and will constitute a material breach of the Terms & Conditions. We will take all reasonable steps to prevent and detect such practices and to identify the relevant players concerned if they do occur. Subject to the above, however, we will not be liable for any loss or damage which You may incur as a result of any Prohibited Practices, and any action we take in respect of the same will be at our sole discretion.

Could you please clarify if the accusation of the casino was any more specific? How long are you a player in the casino? Were you able to withdraw in the past? Did you achieve your win of 5500 with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi,

I was a player from November. I have withdrawal one cancel by them of 500 and one by me of 500 after KYC. I have wrote them at list 10 emails in the last two weeks but they do not responding me. I have ask clarification on exactly what was the problem to confiscated my money but they do no want respond. Thanks.

Dear gagiudegagiu0503,

Could you explain what you mean by

they decided not to allow my withdrawal, took 2200 from my account and left a 5.24 bonus

Also, please if there is any relevant communication between you and the casino, please forward it to my email at tomas@casino.guru

Hi. Di you contact them or not? Are you able to help me? Are you one of them and tried to help people but you are part of the black magic casino???I do not have trust in you. Unti you demonstrate you can help not just put question? What happening with my complaint?

Dear gagiudegagiu0503,

I would like to assure you that we will try to contact the casino about your issue, but first, we need supporting evidence to proceed.

Please note we are not a casino and it's our policy to ask for supporting evidence before we proceed to request assistance from the casino support or casino representatives. I hope you understand.

Would you be able to forward any communication that is relevant to the case to my email at tomas@casino.guru? Did you achieve your win (of 5500) using an active bonus or not?

I'll await your reply patiently.

Dear Gheorghita,

Thank you for contacting us.

Sadly 2200.06 were deducted based on term 9.11: The Company reserves the right to withhold any withdrawal request, which includes to remove all bonuses or winnings in the case of Irregular Play

BlackMagic Support

 <support@blackmagiccasino.co>

To:

****@yahoo.com

Mon, 23 Jan at 18:33

Dear Gheorghita,

Thank you for contacting us.

Sadly as we previously mentioned they have been deducted based on term 9,11:

Company reserves the right to withhold any withdrawal request, which includes to remove all bonuses or winnings in the case of Irregular Play in case of the followings:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play. Including purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit.

Placing wagers that are 30% or more than the value of the bonus (the smallest one among them) currently in play within the bonus wagering requirements are fulfilled.

Placing total bets equal to or greater than 30% of the value of the smallest Cashback Bonus currently in play.

Purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit or bonus (the smallest one among them) currently in play.

Switching the game category from Slots to Table or Other games while betting using the bonus amount before the bonus wagering requirements are filled.

Placing total bets equal to or greater than 30% of the sum of the comp points redeemed.

Bets equal to zero, hedge betting or low margin bets. They will all be considered as Irregular Play.

Using systems and strategies such as: Martingale, double-up, one number betting , e.t.c . Also abusing the in-game bonus features. Should you be found to be using any strategy, your winnings will be voided, and your account permanently closed.

Please note that all terms related to maximum bet or cut winnings is for all products.

Kind Regards,

Support Team

This message as well as any attached electronic records or documents are confidential and may be legally protected, protected against disclosure to third parties and / or other legal regulations. It is intended only for the natural or legal recipient(s) to which it refers. 

-----Original message-----

From: Support <support@blackmagiccasino.co>

Sent: 01/22/2023 18:32:22

Thanks for your reply, gagiudegagiu0503.

I would like to emphasize, that we believe some of these rules to be unfair and predatory, but not all of them.

I would like to highlight this rule as an example:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play. Including purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit.

This rule is predatory only when they are applied to the real money game because players should be allowed to play with their deposit the way they prefer. However, the maximum allowed bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule.

Before we move forward with this complaint, could you please clarify whether you accumulated your winnings with or without an active bonus?

Looking forward to hearing from you.

Definetly was Cash...I did not used third bonus though they will added but I have always cancel that bonus as they the option to cancel. So if you spend 50 pounds they will add 50 more for exemple....50x wagering requirements. No , I am not doing thus. I did from my first deposit. But this winning happened 5th or 6 th deposit.

Thank you very much, gagiudegagiu0503, for the confirmation and for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Black Magic Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear gagiudegagiu0503,

I am so sorry to hear your winnings were confiscated. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Black Magic Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Black Magic Casino,

Could you please state why the player's winnings were confiscated?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.