magic red— player complaints: 33 in English

Hello, I made a deposit at the 15th of October of 1000€. I startet playing Mystic Force mit 20€ bets and a lot of other games. At the end I want to cashout 16k€ but I got a call that I made to high bets and that’s against the bonus requirements. They told me I got a 500€ bonus. But I did not request any bonus and was not informed about the bonus. During the call with the agent they told me I got a popup, but I didn’t. I used my iPhone but that should be not a problem. I was not informed, thats the point. I got an email about my deposit. Deposit of, also not mentioned and just confirmed my 1000€ Deposit. So after the phone call I read the terms and conditions. First point: Magicred offers bonus of max. 200€. So how I got 500€. Second: if a player violates against the T

I have this problem with aspire gaming : I played with a 500€ bonus and finished 17.500€ turn over. At my favorite game book of dead in the time I played the big bonus balance came casino free games with 0,10€ bet that I don't wanted to play but I had to to play book of dead because I can't throw those spins away. So I just played max 4€ bet and 0.5€ per line because I informed me about the bonus terms but I get no advice about that 0.1€ free spins I didn't what and which really doesn't have to do anything with my 5000€ win. So I finished the turn over and done a payout of 5535€which they don't agree. At that moment my hole account was at zero while the other money was in payout. Now I just played with bonus free money and ask for a second payout of 800€-without any bonus terms and wtf they didn't agree the payout. If this decision will stay like that and I mean both decisions. I really never play a online casino again which is licensed in Malta. I thing the behavior of aspire gaming is really unfair and nearly. Criminal. Please check that. I pray you can do something. I play really a lot 5000€ a week and more can happen. Please help me. And tell aspire to be fair and friendly to the customers. If you have questions pls contact me. It is really a lot to tell.Also I ask the support to do an self exclusion for all aspire casinos, but I just get the answer that they've done it for magicred.com. I really hope you can repair my trust in MGA Casinos.

dear madame or sir, i´ve played book of dead at the magic red online casino. i startet with 50€ without any bonus.i won 2600€ and wanted to pay out 2500€. i verifed my documents. one day later i get a message that 2450€ are confirmed to pay out. but nothing happened and now the casino chat said to me that the money can´t be payed out because of the rules. they can´t say me the exact reason.and they say my balance is now 0€.thank you very much for your helpbest regards

Good day, I was cheated by Magic Red for 44,850 euros. I won this amount at the Live Casino with my deposits (see attachment). Magic Red has refused to pay due to non-compliance with the bonus conditions and has put these credits on "dormant credit". I did not request a bonus and disagreed with the credit. This contradiction was probably not dealt with. Nevertheless, all bonus conditions are fulfilled (see attachment). How can you help me

On 03.06. should be booked 8,000 € into my account this has now been confirmed 4 times and with proof of payment for the bank ..... And then it says again it is being processed b. To date I have not received my money.

Hi i have lost $15000 total with this casino and total disputed amount is $12000. I have been playing roulette with this casino throughout whoke session. Whenever i bet, my all winnings bets were getting rejected by casino and they didnt accept my bets. I ended up loosing all money. Explaination - Whenever casino realised that i am going to win bet, they rejects it. I woukd have won thousands of dollars on that bet because all my bets were like $1000 to $2000. It happened 10 times atleast continuesly. After 1 day i spoke to operator and she was apologising and said it happens sometimes. Is that my fault, i didnt get winning money which i shoukd have got. Later they accepted my brts and ended up in loosing my money. This is not right as they are simply saying, it could have been temperory technicall fault. I made a complain but they havent got back to me to resolve it. I need my whole money refunded $15000 or credited to my casino account, so i could play ot withdraw. I have attached some screenshots i took straight away and while on chatting. [EDIT] Please take an action as its not my fault if they got technical fault and rejecting my bets. I would have win like $6000 dollars in total. Kindly take an action as my balance would have been $12000 and they kept rejecting my bets.

Dear commission On the 21 st of April I played online by magic red. I uploaded 50 Euro and got 25 euro bonus money I did not ask for. With the total money I made 4000 Euro .I wanted to cash out the money but the system said that I still had to play 875 euro the wager the bonus money. I did that . Than I went back to cash out my money now I had a total of 3860 euro.The system told me I could cash out the money. I cash out 3700 euro. With the remaining money of 160 euro I made another 1500 euro. I proceed to also checked out that money so now I had a total of 5200 euro. Now the online casino have declined my winnings sayings I did not follow the rules by playing the bonus money . If I did not follow the rules I never could cash out the first €3700 euro . And my second winnings of 1500 Euro I made without bonus money . So I cannot collect 5200 Euro because of 25 Euro bonus money , that I did not ask for in the first place. I pressed the button to deposit and magic red give me the 25 Euro bonusmoney. Now the casino took al my winnings and left the original 50 euro I uploaded in my account. Please help me with this matter. I also played with other online casinos and I have never experienced this .I have prove of my winnings the email I received from magic red that they declined my winnings and my response to their mail on declining my winnings

Dear Sir or Madam of the Arbitration Board, I will contact you today because I want to complain about the online casino magicred.com. I registered at the casino on January 24th, 2020 and made a deposit of 490 euros. I received a bonus of EUR 500 on my deposit. With this amount, I won a credit of 28,000 euros within a week. I requested a withdrawal, but the withdrawal was declined. At the same time, 27,150 euros were deducted from my account. These 27,150 euros are the value in dispute, which is why I am addressing you today. I have read the general terms and conditions and especially the bonus conditions of the provider carefully. I have complied with this, the casino unfortunately still refuses to pay out the money. First I contacted the casino directly and called. The service staff told me to email my complaint to [email protected]. I wrote and sent two complaint emails. One on January 31, 2020 and one on February 5, 2020. Unfortunately, I received a response every 5 days that my emails could not be delivered. I can provide you with the evidence for this on request. I asked again in the casino's live chat, but the staff there couldn't help me either. So there is unfortunately no way to participate in the "Magicred" complaint process. I tried everything, but unfortunately the contact is blocked. I am very disappointed with the behavior of "Magicred" and now I hope that you can help me. If you have any questions, do not hesitate to contact me.

They have blocked my emails but keep sending me emails regarding documentation approval, to date they are seeking a visa card that has been out of date couple months now that I only used couple times to deposit, I found this visa on my phone and sent them it but still getting emails back from outlook saying my emails failed to deliver, I would be grateful if you'd can please try to resolve this ASAP as this is going on too long now.

I opened an new account at Magic Red Casion at 26.8.2019. I deposit two times 1000€ and get automatic bonuses. Started playing blackjack. With last deposit I got 2500€ winnings. Then I realised that I was violated the bonus rules and contacted customer service. Next day casinos customer service deleted my winnings and the bonus from my account for my request. They send me email that the bonus and wagering requirements have been deleted. After that I started playing blackjack again and made 4000€ winnings. Then I made withdrawal from 5000€ amount (original deposit and winnings). At 29.8.2019 I had an email from casino that my withdrawal was deleted according bonus rules and my winnings was deleted. I have tried to send email to casinos customer service several times but they have not replied none of them.

First of all: I assume that mediation is not legally binding until both parties agree on, as the amount in dispute is EUR 29,000 or EUR 13,000. If no clarification with the casino is possible here, the case will be discussed with the responsible casino authorities. Happend on 30. July 2019 afternoon/evening: - Deposit of 1000 EUR, valid for "Casino" and not "Live Casino" games. - Got unwanted bonus of 200 EUR and contact chat support who removed (reversed) the bonus upon my request.So never played with that bonus money, even not in Live Casino since the bonus money is not-sticky according to casino terms. - It is explicitly stated that in the casino it is first played with real money. - Same procedure with two other 1000 EUR deposits on the same day. Got another bonus money and always removed with help of chat support. - Had luck in games and money increased to 30.000 EUR. The money was shown in the webinterface as "Real Money" and not as "bonus money". - Did want to cash out money, converted membership points: Got additional 23 EUR. - Did want to trigger cash out, but system declided due to active bonus (the 23 EUR). Did see that the membership point conversion was not to real money, but to bonus money. - Contact chat that I only want to withdraw the real money and they can remove/keep the 23 EUR if necessary. - Chat support stated this is not possible. I'm forced to continue to play. No chance to return my "real money". AT THIS POINT I think this is the 1st very questionable problem. Is a casino really allowed to declide cashout of real money according to regulations? And especially are they allowed to FORCE players to continue in such a way? I assume thing violates anything to take care about Responsible Gaming?! (Please note, I already submitted a case for this at 30th July 2019 at 21:16) - Due to the mentioned mandatory continue of games, continued to fulfil the requirements of the 23 EUR bonus. - Lost money down to 14.000 EUR (shown completely as real-money). - Nevertheless, the bonus conditions have been fulfilled. - System allowed now to trigger the withdrawal of 14.000 EUR. - Some hours or 1 day later Casino sent mail that denied withdrawal of 14.000, removed 13.000 EUR from the account and credited 1.000 EUR again. - Since assumed that 13.000 EUR is pending processing now, triggered the withdrawal of the 1.000 EUR again shown in webinterface. Sent mail to casino ([email protected]) but got no answer until today (for 1 month now). Chatting with live support did gave statements like there was still a bonus active. The webinterface did show all bonuses canceled or completed. They did mean their is another bonus from the beginning, but upon request they were not able to provide the Bonus ID in the system. Later, they declided any further information on this case and pointed to [email protected] . Raised this topic at gamblejoe.com forum [EDIT] with screenshots, proofs etc. A "Casino Manager" responded and confirmed that all bonuses have been successfully removed from my account upon request. He pointed out that some wagering is required to cash out bonus, but as mentioend this have fulfiled so no unfulfiled bonus conditions have been left. Casino does not respond to email to [email protected], Casino Manager in the mentioned forum does not reply anymore -- also not to private questions and is pointing to there (not responding) customer support. I can provide further attachments/screenshots.

I got a Bonus in the magic red casinos with the usual conditions. When this condition where competed, I wanted to pay out the 5.000,00€. My request was declined, bescause I allegedly exploit the betting system?!? They didn`t even discripted what I did wrong....They cancelled my full 5.000,00€ and left me with my deposit amount.

I'm writing here because the chat on the magic red page is never active. And nobody answers my emails. my payment is open long, despite and I received a message in which there was information about the time of 48 hours, now it's 60 hours and then nothing changes, my documents are there because it is not my first payment with magic red. also does not receive free sundays games as promised in the VIP program. some unfair behavior towards users. I greet you warmly and I hope that I will be briefly informed that my payment is on the way!