Slots Magic Casino - 플레이어는 우승 상금을 아직 받지 못했습니다.

I deposited $250 CAD on May 16, 2025, and won $21,400 CAD at SlotsMagic.

I attempted to withdraw and submitted my documents, including my card ending in 0916 and a bank statement showing the deposit. The bank statement was approved quickly, but the card was rejected multiple times over three days with the excuse of "duplicate document."

During this period, I was still allowed to continue playing, and my full balance was eventually lost. Only after my balance was $0 did the casino approve the same card that had been previously rejected.

I contacted support and was told it was standard procedure and that they are not responsible for my decision to keep playing. However, I believe this delay was intentionally used to avoid paying out a large win, and that I should not have been allowed to play while restricted from withdrawing.

I am requesting a full or partial refund of the winnings, and for this case to be reviewed as a potential abuse of the verification process.

I have already submitted a formal complaint to the Malta Gaming Authority and am publishing this here for public record and mediation.

Dear Alextriax,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Alextriax, just to confirm, do I understand correctly that your account balance is now zero, there are no pending withdrawals, and your account has been fully verified?

Dear Dominika,

Yes, that is correct:

My account balance is now $0

There are no pending withdrawals

My account is now fully verified

However, the verification was only completed after my entire balance was lost, despite having submitted the required documents while my balance was still at $21,400 CAD. The delay in verifying my card — even after approving my bank statement — caused me to lose all my winnings before being allowed to withdraw.

This is why I believe the process was unfair and intentionally delayed.

Thank you for your assistance.

Dear Alextriax, we understand your disappointment regarding the delayed verification. However, since your account is now verified, your balance is zero, and there are no pending withdrawals, there is unfortunately nothing more we can assist with.

Please be aware that players are fully responsible for the funds in their accounts. If there is a problem with verification or withdrawals, we always recommend stopping gameplay and reporting the issue immediately. Continuing to play while waiting for verification is a personal choice, and we cannot retroactively intervene once the balance is lost.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.