Magic Star Live Casino: It gave too much and for the wrong reason

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Gambling Grumbles Report

Magic Star Live Casino

It gave too much and for the wrong reason

by Steve Russo
January 2017

This report is unique in that it is the only one we have ever posted with a "Laughing Face" icon while not being happy with what happened. The Laughing Face is reserved for reports in the casino and the player have reached an agreement. That happened with Fabian A of Germany and Magic Star Live Casino. It is what also happened that we find distasteful -- at least on Fabian's part. The only thing we can fault Magic Star Live with is giving in to what amounts to blackmail. Before we get into that, a quick review of the facts of the dispute is in order:

1. Fabian wrote to us, saying that he had tried to make a deposit with Magic Star Live two months ago but his Paysafe card rejected the payment.

2. For all of that, Magic Live Casino agreed to open his account with 30 Euros in real money and 90 Euros in bonus money. This was under the understanding that Fabian would keep trying and eventually make the deposit.

3. Magic Live Casino did not give him details of the play through requirement for the bonus but they are posted on its website. (We still do not know if he met those requirements but it is now irrelevant.)

4. Fabian eventually made a deposit of 28 Euros, not the 30 required.

5. Fabian wrote to us on 15 January complaining that he has not gotten paid and that the casino is ignoring his e-mails.

There are some things, however, that Fabian did not tell us.

He did not tell us that he made the 28 Euro deposit on 14 January, the day before he wrote to us, and immediately asked for a 118 Euro withdrawal (based on how much, including the new deposit, was in his account). If he had, we would not have handled the dispute. It is our practice to wait 2 weeks before contacting a casino as we have found that most disputes are settled without our involvement during that time. Moreover, he made the deposit and withdrawal request on a Saturday evening and the casino takes 2-4 workdays to handle withdrawals.

He also did not tell us that he sent his first complaint about not getting paid to the casino two hours after making the withdrawal.

He also did not tell us that he had written to three other websites, as well as Gambling Grumbles: Askgamblers, Casinomeister and Playpearls. We are willing to handle disputes that other websites have rejected, if we feel that the player was not given a valid explanation, but we do not think it is fair to make a casino deal with four mediation websites at the same time.

Fabian did, however, let Magic Star Live know about all four websites and threatened to take legal action if he did not get paid.

Gambling Grumbles, unaware of these factors, wrote to the casino. It told us about the other websites, the date of his deposit and withdrawal, his failure to deposit the full 30 Euros, and his threats. The casino also told us that he had used "violent" language in writing to it and that his account showed that he is owed 108.80 Euros, not 118. It asked for our advice.

We suggested that they forget about the 2 Euro difference in the deposit as it could be an honest mistake, re-open his account, tell him the details of the play through requirement, and after he meets these requirements pay him what is due him then.

Magic Star Live, however, offered Fabian to pay him the 108.80 Euros, without any further wagering requirements, if he agreed to close the complaints he sent to all four websites. Had he agreed to this, we would have simply felt that the casino was going out of its way to be fair.

Fabian, however, did not agree. He demanded to be paid 200 Euros to cancel the complaints. As far as we are concerned, this amounts to blackmail on his part. Magic Star Live made a counter offer of 150 Euros and Fabian accepted this.

We want to make clear that we view Gambling Grumbles as a service to help both players and casinos to reach fair conclusions to disputes. We do not (and while I cannot speak for the other websites I believe they feel the same way) see ourselves as tools that players can use to blackmail casinos.

We feel that Fabian handled this dispute in a very distasteful manner and we are sorry that Magic Star Live Casino gave in to his demands. Its first offer (108.80 Euros) was not only fair but went much further than most other casinos would have. It should not have agreed to pay a cent more.

We can (and do) respect the honesty and openness in which Magic Star Live handled this dispute but we simply do not believe that anyone should give in to blackmail.

As far as Fabian is concerned, while he can enjoy his money, he can no longer expect any help from Gambling Grumbles with any future problems with casinos. We will not accept any complaints that we receive from him.

The casino is licensed in Curacao.

HR

At Gambling City, we want all of our members to gamble responsibly, wager within their means, and to be aware of the advice and information available which can prevent irresponsible gambling.

eCOGRA has listed GamblingCity.com as a Reputable Gaming Portal

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