Magicred lost 6500 despite setting a loss/wager limit of 200 euro a week

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@tsech91 I hope so as well! It's just matter of values and norms. Responsible gambling is a very serious topic, especially now during lockdowns where people are more exposed to online gambling and being able to gamble as much as they want. If I knew that their limits didn't work I wouldn't have gambled in any circumstances. I'm going all the way and keep everyone updated so everyone sees how casino handle those kinda cases. If people don't fight for what they deserve then who's going to do it then? 

I'm knowing contacting them explaining I do not agree with 1905,00 euro. I want explanation how they came to conclusion to this amount, and asking for the full refund of 6500 - 200 (limit)= 6300,00 euro.

@OnlyASpinI am for sure going for the full entitled amount of 6300, which is after losing the 200. If It was my fault they wouldn't have offered 1905euro. No-one is going to offer you a goodwill/gesture of 1905 euro, you know for sure there is something wrong. I just contacted their customer service again stating that I do not agree.

Magicred has MGA and UKGC licenses, I'm not sure how good this is and how well my rights are protected?

 
It was wrong of you to continue playing and it would have been easier to get your money back for one bet.

I know THE TILT and that's why there are limits for responsible gambling.

Think the outsourced rep did a big nono and f'd up. You have every right to get you money back imo

 
@wertygoYou are right, but it was the adrenaline and excitement that made me not think properly at that moment. I know I can get carried away when I win fast a lot of money, and that's why I made sure I used limits to avoid of myself exceeding limits.

I'm quite sure they outsource their Customer service. It took one employee 50 minutes to understand my question. Other employees had to search it up and/or ask managers for the answers. They sometimes take 5-15 minutes to answer simple questions. Theres nothing wrong with outsourcing CS as I know the world of CS very well. There is something wrong thought when you don't educate the staff properly and they make mistakes that lead into massive loss amounts. 

They admit here that they "didn't" set the limits, or atleast it didn't apply unfortunately.. This employee is very uneducated as well. she mentions that I can set limits myself? but their website states that you have to contact CS to set it.

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ipandavi said:
@wertygoYou are right, but it was the adrenaline and excitement that made me not think properly at that moment. I know I can get carried away when I win fast a lot of money, and that's why I made sure I used limits to avoid of myself exceeding limits.
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Yeah, I know the feeling. That's why you set the limit and I find that you should get the money back.

Worst time is after you lost all the money and are still über tilted and would bet even more

 
@wertygoThanks for agreeing with me! if I hadn't set any limit and lost it would been my own fault. Oh yeah after I lost the 6500 there, I got super tilted and gambled away another 14k at a different casino. My head was boiling from anger that day, but the 14k loss was my own dumb fault as I didn't set any limits. 

The worst part is that I spent hours sending them evidence and etc to hear that they offer me 1905 out of the 6300.

This is my response to their 1905 euro refund offer.

Hi,

Thank you for your response back regarding my request to refund 6300,00 euros refunded from a total of 6500 euro. You offered me as a goodwill/gesture a total amount of 1905,00 euro. As much as I appreciate this and respect your offer, I can't agree with this from my point of view and rights. 

I have spoken to experienced people and did my research. I came to a conclusion of: I do have all the rights to receive a total refund of: 6500 - 200= 6300 euro. This Is based on multiple facts and arguments that I can substantiate with evidence. 

A few days after winning the total amount of 6500, which I choose to withdraw but canceled it because it was taking a while for the verification. I decided to relax a bit and gamble 200 euros. I tried setting a loss + wager limit myself, but this option wasn't offered on your website for players to do it themself. I contacted Customer Support and asked about my verification and for a Loss/wager limit of 200. Hereby I received from your CSR the question "Would you like 200 monthly, weekly or daily?" I picked weekly, and receive from Jonas confirmation of "Your limit of 200 weekly has been set". Hereby he confirmed he set a loss + wager limit to me as he didn't mention only one specific. I managed to lose my full balance of 6500 euro afterwards, as I tried to see what happened when I Had 6300 euro balance if I tried betting. Your CSR Myriam told me unfortunately the limit hasn't had been set? and that I could set it myself. I had to educate her as a customer, since your casino doesn't offer for customers to set any wager or loss limit by themself only tru CS. 

I made sure I as well covered the Loss limit part by figuring out how this works at Magicred. Jonas and another employee explained me that (In my case) when I have a balance of 6500, by setting a weekly wager limit makes me only able to lose 200 which leaves me a remaining balance of 6300 euro. Jonas even took the time to check this and confirm for me, which cover the Loss limit. A wager limit speaks for it self, and would allow me to lose in any situation only a maximum fo 200 euros. 

This shows enough proof that your CS aren't well trained/educated. This all could have been prevented by correct handling from CS or by having the system that keeps control of limits work properly. I do have in any way my full right to claim a total of 6300 euro.

I do have over 20 screenshots as evidence to proof and defend my complaint. I expect a proper response back, with the right solution and the amount that I'm entitled too. If we can't work this out together in a proper way, I would have to make a formal complain at MGA or UKGS, or in the worst case: A civil lawsuit. I hope we don't have to go this far, and I expect a full refund of 6300 euro to my bank, with a proper apologize for this incovidence.

Thanks in advance,

Yours sincerely 

 
all: did you know that there are people who prey on legit casino's with weak customer protection measures?

Based on the posts and the screenshots of @ipandavi I estimate there is a 50+% chance we have an aspiring casino scammer blackmailer here.

 
@vanHooffI rarely have seen anyone talking so much BS as you. I never contacted their customer services before? are you trying to piss me off, or are you having trouble reading their own written conditions and information? I have no need to blackmail anyone or scam. I've been gambling serious amounts for the past few years with lately amounts in the thousands. Like I mentioned before: It's the first time in gambling career that I contacted a customer support of a casino (apart from verification for a withdrawal). I never had trouble with any casino or withdrawals as I follow the rules and do not try to be a pain in the ass. 

The 6300 is not a life changing amount for me, it's just the fact that I do have all rights to receive my 6300. Because somebody who studied law, and has experience with CSR as they worked as a CSR as as student job doesn't make them a scammer. 

 
vanHooff said:
all: did you know that there are people who prey on legit casino's with weak customer protection measures?

Based on the posts and the screenshots of @ipandavi I estimate there is a 50+% chance we have an aspiring casino scammer blackmailer here.
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Well when it comes to withdrawals no casinos have weak systems . 

You could say the same about casinos by saying scamming casinos prey on vulnerable players to get all their money by having " weak protection measures " . 

Even if OP was trying to scam , we need more scammers like this just to make the casinos to do their own job. I  am sure there would be a significant number of players loose more than their limit and dont bother to complain . Thats why some greedy casinos dont bother to take responsible gambling seriously. 

 
Even if he's a scammer or anyone else posting here is, the regulations are still the same, even if you find a weak spot in casino and use it. It's not exactly not allowed and as casinos are the biggest profit earners they have to obey the rules. As long as scammers  find holes in casino terms and are able to take advantage of them as long can casinos do the same to us with sketchy terms.

Us gamblers have to keep together.

That said, it's kinda weird that he posts to GC  because it's not the usual route to complain against casinos very effectively. Possible that GC is gaining some ground

 
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Well I don't like it when people try to defraud online casino's and especially not when those people are usings forums like these in order to try to leverage the casino's into paying them for their schemes.

Updated probability of OP being an (aspiring) online casino blackmailer/scammer: 95%.

Now I am only not posting the evidence / super strong indications of this because that could be considered 'doxing'. 

An apology from OP to the casino and to this forum would be appreciated though. Have a great weekend all.

 
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wertygo said:
That said, it's kinda weird that he posts to GC  because it's not the usual route to complain against casinos very effectively. Possible that GC is gaining some ground
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Other forums have more active users that see through threads like these. OP knows this.  

 
@wertygoIt’s not really a week spot, as I gambled on shit loads of sites and usually set limits to avoid myself from gambling massive amounts for my own sake. I never take advantage of bonus terms or etc as I know they are absolute crap and one way into tricking you to lose your money, but I think we been there

 
@vanHooffIt’d very funny how you call me out as an scammer meanwhile I haven’t done anything wrong, you just make assumptions. I didn’t use any forum to get leverage or extra help specifcally. If you google “Loss/wager limit didn’t work at online casino” you see only pop up 1-2 cases and they are different to mine. I posted this to raise more awareness and find out or other people been in this situation and how it worked out?

I’m not going to apologize to the casino for this as I didn’t do anything wrong and have all rights to make my claim. I don’t know what evidence you have but I think it’s quite funny how you call me an scammer in mine being a member on this. I joined on askgambler a few ago to find out or anyone knows more about this specifc loss/wager limit situation.

I wish you a good weekend as wel thought, and hopefully you realize I’m just trying to receive my rightfully refund. If you ever wonder, I can send you some evidence of my succesful big cash outs and some big losses. You can see I never had any problem or incident with any casino. 

@wertygoIt’s not specific to complain against the casino direct, It’s more to find out or other people have been in this situation and know what to do and etc. I’m not familair with casino forums and neither have I been a member before since this incident occurred. 

@vanHooffI think personally you’re hating for no reason, does it bother you that somebody won “big”? Or because somebody has all the rights to receive a refund of 6300 because of a fault of a casino? I couldn’t give a crap about magicred outsourcing their CS, or require to contact CS to set any limit. I do care that vulnerable people are able to lose money even if they take measurements beforehand. Not everyone can afford a big loss financially, as everyone’s financial situation is different. I won big and lost big. Been member of various diff casino’s for years

 
Update: They sent me this? And stated I’m entitled to 1905€. I don’t know where they base this on, and I’m obviously filling a complain to MGA or etc.

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They have refunded you the total amount you were losing on the site, your net deposit amount.

Total deposits minus total withdrawals.

 
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ipandavi said:
@dirtystackI know but I'm entitled to 6300 and not 1905. I deposited that overall yeah, but I lost 6300 not 1905
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Sure, I get where you are coming from.

For some reason they have refunded you your total deposits over the lifetime of the account - your total withdrawals.

It's like if I had a problem at one of my sites and they said "Here, have the £6216 you were losing with us back"

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Why they have done this I have no idea.

Their might be a bit of a communication issue, go to The Pogg and use their complaint service.

If you go to the MGA they will just tell you to use an independent complaints service(like The Pogg) first.

If you are not satisfied with the outcome from The Pogg then you go to the MGA.

 
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