Slots Magic— player complaints: 5 in English

Im a verified customer time frame stated 11 hours ive been waiting 5 days getting no where at all chat is useless and they email same response it will be done soon please help

I won a a tv valued at 500 from slots magic by getting a certain amount of points . That was an offer from the casino manager.anyways i won a bottle of champagne from there which i recieved that but not the tv tho .the keep telling me its not thier fault .im just tired of not getting what i have won from them.cause this the second casino that has done this to me . There sure take my money but when its time to pay the give a hell of a time .

Good evening. I am unsure if this is the right place to start if not please direct me in the right direction. I recently about 2-3 days ago decided to put some money on slots magic. After self excluding myself off all gambling sites for a few weeks now, I saw an ad for this 'Slots magic' so thought I'd have a go. I played my money and ended up winning a few hundred pounds, I then go over £1000! I decided I will play too £1000 And withdraw which is amazing for me I was so proud. A few minutes later my withdrawal was being processed as I was told by email. I then forgot I needed to upload proof of address and age so I did that straight away. My withdrawal then got declined I thought maybe it was because I was too late with the verification. I was then emailed saying 2 forms of proof had been approved but proof of address not approved, strange as it was the full piece of paper, dated only a few weeks ago (in the past 3 months) and had my full name and address on it. I tried using live chat (suppose to be 24/7 but not at all) finally got through and asked why my withdrawal was declined she said i needed to send off the correct documents. Confused but said okay. I ended up playing the money because they put it back in my account. Which is not fair at all. So having a problem I played down to £500 which is when I messaged them saying come on please my addiction is taking over a bit what's the hold up. They said they will check for me and speed up process. Played into the £500 And won over a thousand again left it til the next day. I then yesterday sent off 3 forms of proof of address all different all ticking all the boxes. All declined AGAIN. So played into it yet again as it was sent back to me. Ended up at £1800 today and now nothing because they wouldn't help me. Lost all that money that would of paid my holiday and more I was over the moon I was strong withdrawing but all went wrong. They have now told me They will see what they can do. They have blocked me from real play. And gone from live chat. Don't reply to emails either. Fuming is not the word, irresponsible of the casino as they were fully aware I was an addict but continued to put the money back in for me to play with. Cried my eyes out all night. Thankyou for reading [EDIT]

I won 13265, requested 5000 payout, no live chat on site but 24/7 English email support advertised on the site, requested to immediately self exclude for 2 weeks until payout proceeded. Self exclusion not done I was able to play and lose 13265 and deposit more money more than 24hours after my request 2week self exclude. Tried to mediate directly with the casino and they are not willing to help me or refund. They advised me that you can self exclude yourself. I didn't know where to find this so used the sites advertised 24/7 email English support. I am very unhappy with this resolution and situation and am getting nowhere with the site.

I deposited £20 on Slots Magic and took the bonus. I won £76 on the bonus and needed to play through 60 times to withdraw. I managed to win and complete the massive play through requirement as confirmed on their bonus monitor. I decided to make a withdrawal of £100 which the system allowed to me do. Previous attempts advised me a bonus was still applicable on my account and withdrawals not allowed. I was duly asked to verify ID and this was sent and acknowledged. Several days later I received an e mail advising me that my withdrawal had been cancelled. No reasons given. I have contacted the casino many times since and the reply received states that I have breached T&Cs by playing on excluded games before wagering on allowed games was completed. Withdrawal of £100 has been confiscated and also remaining balance of £280 (won after the bonus play through was completed) has also been confiscated. As a goodwill gesture they have reset my balance to my original £20 and I can play the bonus again! I have read through their bonus T&Cs many times and can not find any details of these excluded games. I have requested details from the casino and each time they just repeat that I have breached T&Cs. They did state that I have played 'roll a ball', which yes I probably did ,not knowing about excluded games. I feel very deceived since their bonus monitor confirmed that I had completed play through requirement,they allowed me to instigate a withdrawal, accepted ID, only then to tell me they had cancelled my withdrawal with no reason stated. Each time I contact the casino I get the same reply that I have breached T&Cs and no details of these excluded games. Obviously had I been made aware of these game exclusions then I would not have played them. I have asked why their software did not flag these games but no reply has been received. User name: [EDIT] Anything you can do or suggest to receive my winnings would be very much appreciated. It's a great shame this has materialised since it is a good casino site with lots of interesting games. [EDIT]