Slotmagie: [solved] Slotmagie refuses payout due to virtual VISA Debit Card
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[solved] Slotmagie refuses payout due to virtual VISA Debit Card
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i am new here and hope that I can get some helpful information from you.
I've been registered with SlotMagie since August 2023 and have been making regular deposits and withdrawals via PayPal. This month, however, I deposited €900 via my Trade Republic card and was able to increase my account balance to €1700 thanks to a bit of luck. I then wanted to withdraw the win.
Although Verification was never necessary before, Slotmagie suddenly asked for pictures of my credit card for verification. However, as this is a virtual card, no data is shown directly on the card. In the Trade Republic app, under the "Card" menu item, I only see the card number, expiry date and CVV - but without my name. A bank statement and the upload of my ID were not sufficient to authorize the withdrawal. I also contacted Trade Republic, but I often read in forums that they generally do not issue this special proof.
The last reply from slot magic support was:
"As we have said several times, we need a document showing all the required data. If it may take weeks to provide this document, please be patient until then. The payout can only be confirmed once the document has been received, and this is essential. This is confirmed in our terms and conditions, which you have read and accepted."
The terms and conditions state:
5.1.3 We reserve the right to carry out checks to verify the ownership of the means of payment you use to Deposit funds into your account. We may request supporting documents such as bank statements, card copies, screenshots of your bank and financial accounts for this purpose. We reserve the right to suspend your account pending verification of ownership of the funding instruments and we also reserve the right to permanently close your account and forfeit any existing wins if you are unable to provide us with satisfactory evidence.
My question now is: How can it be that depositors are accepted without further ado, but suddenly such hurdles appear when it comes to withdrawals? I find this rather brazen and now fear that my €900 depositor and €1700 credit may be lost. To be on the safe side, I have documented the entire process on video, but I don't know what to do at the moment.
I would be very grateful for any advice or help.
Best regards
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[solved] Slotmagie refuses payout due to virtual VISA Debit Card
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[solved] Slotmagie refuses payout due to virtual VISA Debit Card
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Daquan
This is the case everywhere, not just at Slotmagie. If all depositors were meticulously checked, it would also take much longer to credit the player account. But that would be very unattractive, which is why depositors are usually instant.
When making withdrawals, casinos must adhere to rules and Verification must be carried out accordingly. Why you didn't need one before - probably because the payouts were all low. You have copied the terms and conditions and it says that the casino reserves the right to carry out checks. It doesn't say that they always do it, but rather when they deem it necessary. Your payout is very high, so everything is checked accordingly.
You don't need to worry about your payout.
I personally don't have a solution to your problem. But maybe Julian can help you here. SlotMagie is listed here and perhaps GJ has contact with a representative/manager.
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[solved] Slotmagie refuses payout due to virtual VISA Debit Card
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Daquan
that's very annoying.
Is it possible to request a "real" card via the credit card Provider so that Verification is possible at a later date?
That would be the best solution if possible - even if it would take some time.
Set a limit of 1 EUR so that you don't gamble away your win out of frustration.
Otherwise, it sounds to me like SlotMagie support probably doesn't even know that there is a virtual credit card that doesn't have your name on it. Unfortunately, first level support is often very poor with some providers.
In this case, I think it is very unlikely that the money will be lost. Since Slotmagie is a provider with a German license, you would even have legal recourse as a last resort - since you didn't make a "mistake", it's just a matter of time before your request reaches an employee who knows their way around and you get your money.
But it doesn't have to come to that.
Slotmagie is listed here, so I can imagine that Julian (the community manager here) might be able to put you in touch with someone who knows who to contact?
I'm sure he'll check here tomorrow and maybe he can say something about it.
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[solved] Slotmagie refuses payout due to virtual VISA Debit Card
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Butterbrezel
Hello you two,
thank you very much for your answers - that sounds positive.
I have already looked, but unfortunately there is no card with the desired data. Both cards are on file with Trade Republic, but without any additional information as they are virtual cards. More and more banks are now offering such cards. I have contacted Trade Republic about this, but it seems that many users have the same problem and do not receive any proof from Trade Republic.
I have set my loss limit to €1.
Have a nice evening!
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[solved] Slotmagie refuses payout due to virtual VISA Debit Card
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Daquan
Setting a different payout method, asking support again and again, and requesting a payout from time to time worked for me at the time. At some point they paid out without comment.
https://www.gamblerjoe.com/forum/online-casinos/casino-verifizierung/slotmagie-zickt-bei-der-verifizierung-362231/
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[solved] Slotmagie refuses payout due to virtual VISA Debit Card
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Wow... that was about a year ago, and SlotMagie would have had enough time to find a solution for virtual cards. Also, there is no clear information on virtual cards when depositing - instead documents are not accepted and withdrawals are rejected.
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[solved] Slotmagie refuses payout due to virtual VISA Debit Card
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Daquan
I've read this here before, if I'm not mistaken. Not just in relation to Slot Magic.
By now, every casino should have included instructions on how to use a virtual credit card in their support manual. I have zero understanding.
Hope Julian can help you... Have you written to him?
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[solved] Slotmagie refuses payout due to virtual VISA Debit Card
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Daquan
I'll write to you via Communicator
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[solved] Slotmagie refuses payout due to virtual VISA Debit Card
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Butterbrezel, 
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Tobsen
After a short consultation with the management the problem has been solved.
He was able to request his payout, the member will probably give a final feedback here as soon as the payout has arrived
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