I wish to make a complaint.
Magic Vegas Casino — I thought it looked okay to join so decided to give it a whirl. I deposited £20 and rec'd a £20 welcome bonus.
Started playing some slots and it was pretty slow and I went down from £40 to about £16 after about 10-15 minutes and then BOOM. I'm locked out of my account and there's no way back in.
I contact live support on an antiquated choice of software and I enquire why my account has been locked. It's a little time consuming waiting for Naomi to check my account but eventually she says I am not allowed to play here due to self excluding myself at a casino called Spin and Win in 2012. Brilliant! So how was I supposed to know this casino was connected to a casino that I didn't enjoy playing at 3 years ago so closed my account and excluded myself (using the reason for closing my account as that I have a gaming problem, which always works in keeping the spam mails down).
Okay so I deposited £20 in good faith and now I cannot play here. First of all where is the fairness in taking my deposit and then locking my account? Not great.
So I request that they give me back my money if I'm not allowed to play here as surely they shouldn't have accepted it in the first place if they're going to pull out a trick that I'm somehow breaking some rules. But no. They refuse to give me back my money and state that it's not real money and actually a bonus. They are saying that of the £40 (£20 deposit and £20 bonus) I have exhausted my £20 of real money and the £16 left is not real and cannot be refunded. What! I was only playing here for 15-20 minutes - how is this fair?
This is unreasonable behaviour and looking at the other complains about this casino I can see they have a history of acting unreasonable and assuming they can write ridiculous terms and conditions. I would like this casino investigated by the Gaming Commission and I would warn any future gamers to carefully consider playing here due to this kind of roguish behaviour.
Lastly - the reason I am filling complaint is to get back my deposit which I can neither play through or withdraw. Where is the line between robbery and fairness here?
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