Magic Red Casino - Le vincite del giocatore sono state annullate.

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.

Dear Ben,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few more question before we would try to contact the casino. Do I understand it correctly that your winnings from first bonus were completly voided? Did you receive any explanation from the casino? Are you verified in the casino or was this your first withdrawal request? Also please, if you have any proof or conversation with the casino send it to nikolas.b@casino.guru. Looking forward your answer.

Best regards,

Nick

A certification was successfully completed. Yes, the withdrawal was canceled and € 335 of the original deposit was refunded. After that I deactivated all bonuses so I wouldn't have such circumstances again. A payout following € 800 was also canceled, however, without crediting deposits of € 1100. The reason for both cancellations was just a violation of the bonus conditions .... The support did not want to provide details. The € 0.10 free spins that I did not activate are probably the cause, they did not affect my winnings. I rather felt compelled to play them because they blocked my favorite game. As a new customer, it was not clear to me as a new customer which bonus I was currently completing and with 15% of the bonus profit as a maximum stake, a bet of € 0.03 would be necessary to achieve a result of € 0.2 after 10 free spins a 10 cents. But as I said, I had not even considered these free spins nor activated them. I have the impression that these are deliberately imposed as a trap for the player, as in my opinion it was so impossible to meet the bonus conditions.

Eine vertifizierung wurde erfolgreich abgeschlossen. Ja die Auszahlung wurde storniert und 335€ ursprünglicher Einzahlungsbetrag erstattet. Danach hab ich alle Bonuse deaktiviert lassen um solche Umstände nicht erneut zu haben. Eine Auszahlung im Anschluss 800€ wurde auch storniert allerdings ohne Einzahlungen in Höhe von 1100€ gut zuschreiben. Die Begründung für beide Stornierungen war nur Verstoß gegen Bonusbedingungen.... Einzelheiten wollte der Support nicht vermitteln Die 0,10€ Freispiele die ich nicht aktiviert habe sind vermutlich die Ursache, diese hatten keinen Einfluss auf meine Gewinne. Ich habe mich eher genötigt gefühlt diese abzuspielen da sie mein lieblingsspiel blockiert haben. Es war für mich als Neukunde auch nicht ersichtlich welchen Bonus ich derzeit absolviere und bei 15%des bonus Gewinns als maximal Einsatz wäre eine wette von 0,03€ nötig um ein Ergebnis von 0,2€nach 10 Freispielen a 10 cent zu erfüllen. Aber wie gesagt diese Freispiele hatte ich noch nicht mal in Betracht gezogen und auch nicht aktiviert ich habe den Eindruck dass diese absichtlich als Falle für den Spieler aufgezwungen werden, da in meinen Augen es so unmöglich war die Bonusbedingungen zu erfüllen.

Dear Ben,

Could you please advise which bonus did you use? Do you have any link to it or any screenshot?

500 € new customer deposit bonus

500€ Neukunden Einzahlungsbonus

Thank you very much Ben 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.

Thank you very much, I hope that too, but my hopes are very low, since I have experienced Aspire Gaming and especially magicred.com as very customer-friendly.

Vielen Dank, dass hoffe ich auch allerdings sind meine Hoffnungen sehr gering, da ich Aspire Gaming und vorallem magicred.com als sehr Kundenunfteundlich erlebt habe.

Hello Ben.

I am very sorry to hear about the troubles with this casino. We consider this particular casino as one of the best. I am very confident that we will discover what exactly happened, but I need help from the casino representative. I want to invite him to the discussion, and hopefully, he can explain what exactly happened.

Hi dear casino guru team .

Aspire global send me 800€.

This aren't really good news, but I'm happy that thy done the 1st right step. I really hope that the rest also will be done customer friendly :)

Hi Ben,

Thanks for letting us know about your situation.

We are now working on your case and will back to you soon.

We would like to ask the Magic Red Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Thank you for contacting Magic red!

After a thorough review of your account, we have unfortunately found patterns that are in clear violation of our terms and conditions,

Magic Red reserves the right to withhold and remove any winnings made through violation.

We encourage you to go through our Terms and conditions, as well as our Bonus policy for more information.

In case you have any questions regarding our terms, we will be happy to assist you in any way we can.

Thank you for contacting us, we hope you enjoy our great selection of games and slots!

Magic Red support team Bonus policy for more information.

In case you have any questions regarding our terms, we will be happy to assist you in any way we can.

Thank you for contacting us, we hope you enjoy our great selection of games and slots!

Magic Red support team

That's counting peas. The unwanted 10cent free spins had no influence on the amount of winnings and as a new customer you could not be aware of which bonus you are currently playing. Percent of the bonus win then determines the stake and in some cases only 1 cent stake would be possible with the 10cent bonus spin results. The truth is, in my opinion, they are not customer-friendly and absolutely inconsistent, as well as extremely focused on not paying out profits if possible. Your good rating at Casino Guru is wrong, other portals rate you much worse.

Dass ist Erbsen zählen. Die nicht gewollten 10cent Freispiele hatten keinen Einfluss auf die Gewinnhöhe und man konnte sich nicht bewusst sein als Neukunde welchen Bonus man derzeit abspielt. Prozent vom Bonus gewinn bestimmt dann den Einsatz und wäre dann teilweise nur 1 Cent Einsatz möglich bei den 10cent bonus Drehung Ergebnissen. Die Wahrheit ist sie sind in meinen Augen nicht Kundenfreundlich und absolut unkollant, sowie extrem fokussiert darauf Gewinne nach Möglichkeit nicht auszuzahlen. Ihre gute Bewertung bei casino Guru haben Sie zu Unrecht, andere portale schätzen Sie wesentlich schlechter ein.

If that is actually the last word, I would like to receive written confirmation that I am excluded from the game at all Aspire casinos for life. I ask Casino Guru to keep this case open and not close it. My email address is known to Aspire Gaming.

Greeting,

Ben

Wenn das tatsächlich das letzte Wort ist möchte ich bitte unbedingt die schriftliche Bestätigung erhalten, dass ich bei allen Aspire casinos lebenslänglich vom Spiel ausgeschlossen bin. Ich bitte casino Guru darum, diesen Fall solange offen zu lassen und nicht zu schließen. Meine Email Adresse ist ja Aspire Gaming bekannt.

Gruß,

Ben

Ben, we are still investigating what exactly happened. So please be patient, we will eventually figure it out.

Ben, could you pleae send us your game log and bonus history? We would like to check it.

Thanks.

Dear Ben,

If you wish, We will be able to discuss your case in detail through our Customer support

as we are not able to publicly disclose any personal details or account activity.

We will be sad to see you leave, yet will fully respect your decision

To proceed with the termination of your account, please contact our team for a short identity confirmation.

Best regards

Dear Matej,

you can request this data from magicred.com. Since I already have a self-exclusion there and never thought in advance that I might need all of this data.

Nor did I expect that there would be problems with the payout, as I meticulously kept to the stake size. Only the 10cent trash free spins led to this system error, which Magic Red knows of course, they also know that this did not contribute 100 percent to my winnings.

Unfortunately I only took a few screenshots.

Many Thanks,

Ben

Lieber Matej,

kannst du diese Daten bitte von magicred.com anfordern. Da ich bereits dort einen Selbstausschluss habe und im Vorfeld niemals daran gedacht habe, dass ich diese ganzen Daten benötigen könnte.

Ebenso wenig habe ich damit gerechnet, dass es bei der Auszahlung zu Problemen kommen könnte, da ich mich penibel an die Einsatz Höhe gehalten habe. Nur die 10cent Müll Freispiele haben zu diesem System Fehler geführt, was Magic Red natürlich weiß, ebenso wissen sie auch, dass das zu 100prozent keinen Beitrag zu meinem erspielten Gewinn hatte.

Leider habe ich nur ein paar Screenshots gemacht.

Vielen Dank,

Ben

Magic Red,

I have already sent you the request to block me on all approved Aspire casinos by email and communicated in the chat. Unfortunately, I haven't received any written confirmation to date.

Furthermore, I will share the experience with you and make it public - truthfully of course.

In Facebook groups, many users (former new customers and ex-customers) make it very clear that you are absolutely not recommended.

I am shocked that they have confirmed their bad reputation.

Ben

Magic Red,

Die bitte mich auf allen zugelassenen Aspire Casinos zu sperren habe ich euch bereits per Mail geschickt, sowie im Chat mitgeteilt. Leider habe ich dazu bis heute keine schriftliche Bestätigung erhalten.

Des weiteren werde ich die Erfahrungen mit euch teilen und publik machen - natürlich Wahrheitsgemäß.

Bei Facebook Gruppen machen viele Nutzer (ehemalige Neukunden und ExKunden) sehr deutlich, dass ihr absolut nicht empfehlenswert seid.

Es schockiert mich, dass sie ihren schlechten Ruf bestätigt haben.

Ben

Unfortunately, Ben we have no access to your game logs. Still waiting for some reasonable explanation from Magic Red Casino representatives.

I wait and expect a reasonable answer and, above all, a customer-friendly approach. The MGA is struggling and the pogg has been working on the case for ages.

Best regards,

Ben

Ich warte und erwarte auch eine vernünftige Antwort und vorallem einen Kundenfreundlichen Umgang. Die MGA tut sich schwer und the pogg hat den Fall auch schon ewig in Bearbeitung.

Liebe Grüße,

Ben

The MGA is currently referring me to the ADR, it's a shame that it's all very complicated and that it's even necessary.

Greeting,

Ben

Aktuell verweist mich die MGA auf die ADR, schade, dass das alles recht kompliziert ist und dass es überhaupt nötig ist.

Gruß,

Ben

Ben, I wrote you email. Could you please confirm that you receive it? I sent you the Power of Attorney, which is necessary to be able to help you in this case. Will you send the Power of Attorney to the casino so we can move on?

Please let me know.

Hello Matej,

Yes, the mail arrived 🙂

As soon as I find the time you will receive the power of attorney.

I wish you a successful week.

Greeting,

Ben

Hallo Matej,

Ja die Mail ist angekommen 🙂

Sobald ich die Zeit finde erhaltet ihr die Vollmacht.

Ich wünsche eine erfolgreiche Woche.

Gruß,

Ben

Ben, please do not send the POA to me, but send it to Magic Red Casino support. They must receive the POA from your email address.

Thank you very much, and one more time I am very sorry for all the inconveniences.

No reason trespass not your excuse 😉.

Kein Grund sich zu entschuldigen 😉 nicht euer verschulden.

Ben, please let me know when you send the Power of Attorney to the casino.

Good morning Matej,

can you please send me the form - PDF again.

Many Thanks,

Ben

Gutem Morgen Matej,

kannst du mir bitte erneut das Formular - PDF zukommen lassen.

Vielen Dank,

Ben

I sent the letter to magicred.com. I hope I did it correctly.

Greeting,

Ben

Ich habe das Schreiben an magicred.com versendet. Ich hoffe ich habe es korrekt gemacht.

Gruß,

Ben

Please also ask for the chat protocols. The pogg closed the case to my disadvantage. I was given a maximum stake of € 4. Now it says 4 € is already a violation of the bonus guidelines. I feel really poor ..... I've never heard the sentence higher than € 4 stake or € 4 stake. Also that initially the € 800 was withheld, with the reason in the chat that real money bets can also be canceled if you have violated bonus conditions in the past.

I have to painfully revise my assumption that MGA casinos stand for reliability and security.

I very much hope that casino guru can restore the lost trust.

Greeting,

Ben

Bitte fragen Sie auch die chat Protokolle an. The pogg hat den Fall geschlossen zu meinem Nachteil. Mir wurde 4€ als maximal Einsatz genannt. Jetzt heißt es 4€ ist bereits ein Verstoß gegen die bonus Richtlinien. Ich fühle mich wirklich sehr verars.....habe bisher noch nie den Satz gehört höher als 4€einsatz oder gleich 4€ Einsatz. Ebenso, dass zunächst die 800€ unterschlagen wurden,mit der Begründung im Chat, dass auch Echtgeld wetten storniert werden können wenn man in der Vergangenheit gegen Bonusbedingungen verstoßen hat.

Meine Annahme, dass MGA casinos für serösität und Sicherheit stehen muss ich schmerzlich revidieren.

Ich hoffe sehr, dass casino guru das verlorene Vertrauen wieder herstellen kann.

Gruß,

Ben

We are still working on your case. But as soon as possible we will let you know the outcome.

I have information from the casino representatives that they are still working on your case. Please, Ben, be patient. We are extending the timer by seven days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I have information that you asked the casino in your email that they should sent your game logs to you. Because of that, they don't want to give your game logs directly to us, so I would like to ask you, could you please just forward to me the message where the casino sent you the game logs. We are in constant dialogue with the casino representatives, but new German legislation makes the whole already used process much complicated, I am very sorry for that. Usually, the solving process is much more comfortable and much less time-consuming for top brands. But this new legislation makes a complete mess in many things and casinos are now afraid to do almost everything until they would be sure that it is OK. That's why they don't want to share your game logs with us directly. I hope you understand the situation.

Hello Matej,

I sent you 2 emails.

Greeting,

Ben

Hallo Matej,

Ich habe 2 Emails an dich versendet.

Gruß,

Ben

Hello Ben.

We still need a password to open the documents. I sent you 2 emails. Please answer me.

I have just sent the password again.

Greeting,

Ben

Password habe ich gerade erneut gesendet.

Gruß,

Ben

Hello Ben.

I checked your log very carefully. You did higher bets then €4 but only after your bonus was wagered.

The problem is that you mostly played with €4 bet which is forbidden too:

When a bet abuses the betting system – regardless of which game it was placed on – it will not count towards a player’s wagering requirements. If the player placed single bets equal to or greater than €4 or €0,50 per line, or 15 percent of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal.

I agree that this is very unfortunate, and much more user friendly would be to delete from this rule words "equal to or". However, it is up to casino how they set their bonuses and players should respect them. In this case, it is very unfortunate because you breached this rule just for 1 cent/bet.

Before I started playing, I checked the live chat about the bonus conditions. Words there - equal or equal not so clarified. I repeated extra whether it is correct that 4 € is my max bet I can bet. This chat protocol has been pending for a long time, and the request to block me for Aspire casinos in general has not yet been done. I have placed my bets to the best of my knowledge and belief - with security during live chat.

I ask you:

Request the chat.

Confirmation of my suspension to confirm my lock on all Aspire products.

Bevor ich angefangen habe zu spielen habe ich mich beim live chat über die Bonusbedingungen informiert. Dort Worte - gleich bzw. Equal nicht so geklärt. Ich wiederholte extra ob es korrect ist, dass 4€ mein max Einsatz ist den ich setzen darf. Dieses chat Protokoll ist sehr lange schon ausstehend, sowie die bitte mich für Aspire casinos generell zu sperren ist bisher ebenfalls nicht erfolgt. Ich habe nach besten Wissen und Gewissen meine Einsätze plaziert.-mit Absicherung beim live chat.

Ich bitte euch:

Den Chat einzufordern.

Eine Bestätigung meiner Sperre für alle Aspire Produkte zu bestätigen.

Hello Ben.

Generally, in cases where the support gives the player the wrong information, the written rules are binding, and it is considered as human error. Same category if the casino has a technical issue or malfunction.

Please ask the casino support for chat transcripts we have no option to get them. We will be talking about this case on our Wednesday meeting. I personally sympathise with you, but I also understand the position of casino either. I asked their chat about this rule multiple times and always got the same answer copied from the terms and conditions.

The chat protocol has already been requested. I don't expect to receive this in a timely manner.

Thank you for your efforts.

Greeting,

Ben

Das chat Protokoll ist bereits beantragt. Ich erwarte nicht, dass ich dieses zeitnah erhalte.

Vielen Dank für Ihre Bemühungen.

Gruß,

Ben

Dear Ben,

We apologise for the time this took to be solved, and thank you for your patience.

After checking your claim for inaccuracies in our chat support, we throughly reviewed your case again.

Please be advised that your account was indeed in violation of our terms and conditions.

However, we did find your claim of inaccuracies with our support to be correct.

The terms and conditions presented to you upon registration on which you sign is the only legally binding contract between you and Magic Red, and is superior to any information provided to you by any of our support representatives.

We understand that this is a case of human error, and would like to take full responsibility for the case.

Therefore,

We have refined our terms to all support representatives to prevent such cases from reoccurring in the future, and would like to inform you that we have exceptionally approved the reimbursement of any funds to your account.

Our communication with the dedicated Casino Guru staff is proven great results once again.

We aim to solve and make amends with any justified complaint, and want to thank the Gurus for helping us in this case!

Magic Red support team

Hello magicred.com team,

The pogg has also informed me that they will still pay out the amount.

As soon as I receive the amount, I will let you know.

My confidence in online gambling strengthens this decision and maybe I will register with an Aspire casino again in the future.

Kind regards,

Ben

Ps-I will confirm receipt of the money here and at the pogg as soon as I have it in my account. Therefore I ask not to close the case yet.

Hallo magicred.com team,

The pogg hat mir ebenfalls mitgeteilt, dass sie den Betrag doch noch auszahlen werden.

Sobald ich den Betrag erhalte, werde ich dies mitteilen.

Mein Vertrauen in das online Glücksspiel stärkt diese Entscheidung und vielleicht werde ich mich in Zukunft auch wieder bei einem Aspire casino anmelden.

Freundliche Grüße,

Ben

Ps-ich werde hier und bei the pogg den Erhalt des Geldes bestätigen sobald ich diesen auf meinem Konto habe. Daher bitte ich darum den Fall noch nicht zu schließen.

Sure Ben, thank you very much for being patience. I very happy that eventually we were able to help you and hopefully returned the confidence on what we are creating.

Hi casino guru team and magicred.com support,

Today I get the payment on my bank.

Thanks Matej for your work and

professional behavior, even I was upset you were able to calm me down.

Definitely my trust in online gambling is now better than before ths complain.

Thx also to aspire gaming, I'm happy that you act customer friendly in the end.

Maybe I will visit one of your online casinos in the future again.

Thankfully regrards,

Ben

The text has been copied because I have already informed the pogg (hence in English). The text is of course also completely applicable to you and magicred 🙂

Thank you Matej for your efforts and your serious and appropriate dealings with both parties.

I very much hope that you will continue to successfully establish yourselves with new German laws in this area. 🍀🍀🍀

Hi casino guru team and magicred.com support,

Today I get the payment on my bank.

Thanks Matej for your work and

professional behavior, even I was upset you were able to calm me down.

Definitely my trust in online gambling is now better than before ths complain.

Thx also to aspire gaming, I'm happy that you act customer friendly in the end.

Maybe I will visit one of your online casinos in the future again.

Thankfully regrards,

Ben

Der Text ist kopiert, da ich bereits auch the pogg informiert habe (daher in englisch). Der Text ist natürlich auch für dich und magicred auch hier völlig zutreffend 🙂

Danke Matej für deine Bemühungen und deinen seriösen und angemessen Umgang mit beiden Parteien.

Ich hoffe sehr, dass ihr euch auch mit neuen deutschen Gesetzen in diesem Bereich weiterhin erfolgreich etabliert. 🍀🍀🍀

Ben, thank you very much for a positive feedback. I m glad that your complain is resolved. We always promote the casinos in which we truly believe in, and when we identified what's happened, the casino did the right thing.

I want to mention that we are usually much faster, but you know it wasn't easy to get all the information.

But I am happy from the result, and I wish you lots of luck in the future.

In case that you will need us again, do not hesitate to contact us.

Now I am closing this complaint as "solved".