Magic Win Casino - Hráčův pokus o sebevyloučení z kasina byl přehlédnut.

I sent an email to SELF-EXCLUSION on 11/8/22 and they ignore it.

They won't let me take screenshots and in the chat they tell me to write to ivy@magicwin.bet. But they don't answer that email

and while I keep losing money with my disease

Mande un correo para AUTOEXCLUSION el 8/11/22 y no le hacen caso.

no dejan sacar capturas de pantalla y en el chat me dicen que escriba a ivy@magicwin.bet. Pero ese correo no lo contestan

y mientras sigo perdiendo dinero con mi enfermedad

Dear mariasm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Best regards,

Petronela

I just sent you the email and a screenshot of the chat where you insist that you continue writing to that email that no one answers

Acabo de enviarle el correo y un pantallazo de chat donde me insisten en que siga escribiendo a ese correo al que nadie contesta

Thank you, mariasm, for your reply and the forwarded email. I have checked the Responsible Gambling section on the website, and this is what I found (here):

"If you would like to block your access to casinos, gaming halls and online gaming websites, you can contact the Belgian Gaming Commission directly or exclude yourself online. If you prefer, you can fill in the self-exclusion form (PDF) manually. If you would like to submit this request on behalf of someone else, please submit the third party exclusion form (PDF)."

Could you please advise if you have tried those options to apply for the self-exclusion?

PS: Isn't the complaint filed under the wrong casino, please? From the blurred forwarded screenshot I assume that this is the correct gambling establishment, is that right? https://www.magicwin.bet/de/

The casino is this https://www.magicwin.bet/ and the account is still active. The casino does not have an option to self-exclude. In the safe game option, it says to contact the chat, and when you contact the chat they send you to the VIP agent who does not answer the emails. I go back to the chat to say that I have been waiting for a response for a month and they keep telling me that it has to be the VIP agent's email.

There are screenshots of the chat. What I do not understand is that the licensing entity allows them to act like this.

Another important thing is that they have changed the responsible gaming section. on Sunday it wasn't like that, I also have a screenshot of that sent to the chat, since it said that to self-exclude myself I would contact the chat.

Do you want me to send the captures to the mail?

El casino es este https://www.magicwin.bet/ y sigue estando la cuenta activa. EL casino no dispone de opcion para autoexcluirse. En la opcion de juego seguro pone que contacte con el chat, y al contactar con el chat te remiten al agente vip que no contesta a los correos. Vuelvo al chat a decir que llevo un mes esperando respuesta y me siguen diciendo que tiene que ser el correo del agente vip.

Hay capturas de pantalla del chat. Lo que no entiendo es que la entidad licenciadora les permita actuar asi.

Otra cosa importante es que han cambiado la seccion de juego responsable. el domingo no estaba así, tambien tengo captura de pantalla de eso enviado al chat, ya que decia que para autoexcluirme contactara con el chat.

Quiere que le envie las capturas al correo?

Thank you, mariasm, for the confirmation. I have switched the complaint to the correct casino. Please forward any supporting evidence to petronela.k@casino.guru.

Dear mariasm,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Petronella!!! I don't understand, I already sent you the email.

Hola Petronela!!! No entiendo, ya os envie el correo.

I was wondering if you could sent the screenshot again, because the one I received is blurred and unreadable. I understand that you have sent the first request via email on the 8th of October, is that correct?

Yes, and I already forwarded that email that I sent to the petrolella mail

Si, y ya le reenvie ese correo que les envié al correo de petronela

This is the screenshot that I received. As I mentioned earlier is unreadable.

Dear mariasm,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.