Magicazz Casino - Os ganhos do bônus do jogador foram confiscados.

I requested a payment which was ultimately rejected. I gave my account details etc. and after several days I was made aware that systems and strategies such as double-up are not allowed according to the terms and conditions. When I click on General Terms and Conditions I land on General Terms and Conditions, to read Rules of the Games I have to click on a link (click here). However, I am then referred back to the casino's home page and not to the terms and conditions. For me very dubious, data theft and rip-off.

Ich habe eine Auszahkung angefordert, welche schliesslich abgelehnt wurde. Ich habe meine Konto-Daten usw. angegeben und nach mehreren Tagen hat man mich darauf aufmerksam gemacht, dass Systeme und Strategien wie Double-up laut AGB nicht erlaubt sind. Wenn ich auf AGb klicke lande ich bei General Terms and Conditions, um Rules of the Games zu lesen, muss ich auf einen Link (click here) klicken. Jedoch werde ich dann wieder auf die Startseite des Casinos verwiesen und nicht zu den gewünschten AGB. Für mich sehr unseriös, Datenklau und Abzocke.

Dear Loris,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please specify which exact bonus you have activated and played? Have you redeemed any other promotional offers in this casino in the past? Did you receive any explanation which exact rule has been breached and why your winnings have been cancelled?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much, Loris, for forwarding the relevant communication. Could you please clarify if you have accumulated your winnings with or without an active bonus? If possible, please forward your game history. Looking forward to hearing from you. 

Hello, I made a profit with a bonus. It is clear to me that the amount of the bonus will not be paid out. However, the binus was already deducted from the 1400 euros. However, my entire game history was deleted by the casino, as I have violated the guidelines according to the terms and conditions (Martingale at Roulette)

I don't even know if the amounts cleared by the casino were justified or not. In other words: You could have deleted other winnings and I can NOT do anything about it.

At the moment I am in the process of clarifying to get at least something over 200 euros paid out. This is the amount that was left of the 1400 euros after the casino deducted my "Martingale winnings". It said the payout was approved and I've been waiting for a week now. Upon request, it was said that it would take 3-5 working days, so the money should come today.

Hallo, ich habe MIT einem Bonus gewinne erzielt. Dass der Betrag vom Bonus nicht ausbezahlt wird, ist mir klar. Bei den 1400Euro war der Binus jedoch schon abgezogen. Jedoch wurde von dem Casino mein ganzer Spielverlauf gelöscht, da ich ja laut AGBs gegen die Richtlinien verstossen habe (Martingale bei Roulette)

Ich weiss nicht mal, ob die vom Casino gelöschten Beträge gerechtfertigt waren oder nicht. Sprich: Sie hätten ja auch andere Gewinne löschen können und ich kann NICHTS dagegen unternehmen.

Momentan stecke ich in Abklarungen, um wenigstens etwas über 200Euro ausbezahlt zu bekommen. Das ist der Betrag, der von den 1400 Euro übrig geblieben ist, nachdem das Casino meine „Martingale-Gewinne" abgezogen hat. Da hiess es, die Auszahlung ist genehmigt und jetzt warte ich seit einer Woche. Auf Anfrage hiess es, es dauert 3-5 Werktage, demnach müsste das Geld heute kommen.

Thank you very much, Loris, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Loris.

I am sorry for what happened with your winnings. May I ask, did you use Martingale (strategy where player after lost bet double the next bet) while you play with the bonus? Because there is another common rule in bonus terms:

14. 4 "Bonus Abuse" includes, but is not limited to:

the breach of terms and conditions of a bonus, free spins or any other promotional offer.

the opening of multiple accounts to claim multiple bonuses.

the use of bonus funds purely to progress through the bonus stages of a game.

the maximum bet authorized when using a bonus is € 5 per spin and € 0.5 per bet line.

Hello Matej

It was like this:

I deposited 200 euros and then received a bonus of 300 euros. So I had 500 euros to play with. When I was around 800-900 euros, I wanted to withdraw, but it was declined because I didn't meet the wagering requirements (due to the bonus). I still had to "bet" 12,000 euros in order to be able to make a payout. So I played roulette with the Martingale system and increased my account to 1400 euros. The 12,000 euros were then "bet" and I was able to make the payout. This was declined due to the Martingale system that is prohibited in this casino.

Seems like I was just unlucky. After all, I received the remaining 220 euros today. The casino just has to believe that the remaining winnings were all generated with Martingale.

With kind regards

Loris

Hallo Matej

Es war so:

Ich habe 200 Euro einbezahlt und dann einen Bonus von 300 Euro erhalten. Also hatte ich 500 Euro zum spielen. Als ich bei etwa 800-900 Euro war, wollte ich Auszahlen lassen aber das wurde abgelehnt, weil ich die Umsatzbedingungen (aufgrund des Bonus) nicht erfüllte. Ich musste noch 12‘000 Euro „wetten", um eine Auszahlung tätigen zu können. Also habe ich mit dem Martingale-System Roulette gespielt und so mein Konto auf 1400 Euro erhöht. Die 12‘000 Euro waren dann „verwettet" und ich konnte die Auszahlung machen. Diese wurde abgelehnt aufgrund des in diesem Casino verbotenen Martingale-Systems.

Scheint als hätte ich einfach Pech gehabt. Immerhin habe ich die übriggebliebenen 220Euro heute erhalten. Muss dem Casino wohl einfach glauben, dass die restlichen Gewinne alle mit Martingale generiert wurden.

Freundliche Grüsse

Loris

Loris, I am sorry, but I think that while you played Roulette with Martingale strategy, you made bets higher than €5. Which is a violation of bonus terms and that's why casino took away your bonus funds and leave you only the initial deposit.

Could you please confirm that during your bonus play you made bets higher than €5?

Of course I bet more than 5 euros. In my opinion, this rule can only be violated. So customer-friendly is something else for me.

How can you please bet 12,000 euros if you are not allowed to bet more than 5 euros?

Natürlich habe ich mehr als 5 Euro gesetzt. Diese Regel kann meiner Meinung nach nur verletzt werden. Also kundenfreundlich ist für mich etwas anderes.

Wie soll mann denn bitte 12‘000 Euro verwetten, wenn man nicht mehr als 5 Euro wetten darf?

The Martingale itself we do not consider as bonus abusing (or fraud), but you breached the rule about the maximum bet. Most of the bonuses come with such a rule, and I am afraid that it means that we can't help you and must reject your case. I am sorry.

Answer on your question about how to wager €12000. You can make 2400 times €5 bet on some slot, would be the fastest way, for example.

One more time I am sorry for a negative answer. I hope you will have more luck next time and wish you a Merry Christmas.

Unfortunately, we’re forced to reject 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.