Unresolved complaint
Support keeps mixing my withdrawal with a later missing deposit
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I've got TWO problems with Magic Red and they keep answering them like they're the same transaction. First is a $6,800 withdrawal from a Gonzo's Quest cash win. Requested on 14 July. Approved on the 16th. Never paid. Second is a $400 deposit I made on 17 July, before I realised the withdrawal was going to be a problem. It left my bank and never credited. I haven't deposited anything since.
I know it was stupid to deposit while a withdrawal was waiting. I was happy about the win and thought the payment was on its way. I wasn't trying to reverse it or add to the same balance. The $400 never even reached the casino wallet. When I ask where it is, support says withdrawal pending. When I ask about the withdrawal, they say checking deposit. Both are on ticket MR-2093 and I think that has confused everyone.
Can you help keep them separate? Total is $7,200, not $6,800 including the $400. I've got the old balance history, withdrawal receipt and bank deposit receipt. No bonus on either.
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This case is unresolved. Public replies are closed.
Withdrawal reference MR-W992. Deposit MR-D1041.
Sorry typed the withdrawal date wrong in an email to them earlier. 14 July is right. Receipt says 14th.
The deposit is NOT a new deposit I'm offering to unlock anything. It was weeks ago. Just to be clear.
Uploaded the private receipts now. Think that's everything.
NedFlander, we can track both in this case without merging the amounts. We have $6,800 in withdrawal MR-W992 and $400 in uncredited deposit MR-D1041. We'll ask for a payout record for the first and a provider reconciliation for the second.
Thank you. That's already clearer than anything they've sent.
Finance has arranged a USD 800 partial withdrawal payment. The remaining withdrawal is pending. The USD 400 deposit has been referred to the payment provider, but we cannot yet confirm whether it was received or returned. Both enquiries remain on the existing support ticket.
Please keep two identifiable ledger lines despite the shared ticket. If the $800 arrives, the withdrawal remainder becomes $6,000. The separate $400 still needs its own outcome. Please provide both the partial-payment trace and the deposit enquiry status.
$800 arrived today, matches withdrawal ref. So $6000 withdrawal still missing plus $400 deposit = $6400 outstanding. Did I do that right?
Yes. $800 received against the original $7,200 total leaves $6,400: $6,000 withdrawal and $400 deposit.
Support says "we have paid your withdrawal" now. They're pointing at the 800.
I replied with the breakdown. No more money in bank or casino balance.
We've sent the same breakdown with the original receipts. The $800 cannot settle the larger withdrawal or explain the independent deposit.
Deposit team says contact bank. Bank says completed, no reversal. Sent you the written bank response.
Received. We've asked the operator to reconcile that response with its provider, and separately to give a payment decision on the remaining $6,000.
No further payments. I only get the ticket received emails now.
Sofia taking over the follow-up. I've checked the two references and the $800 receipt. A final response is requested by 9 September for each outstanding component.
Nothing. Can we close it without losing either part? I need to take the records somewhere else and don't want it saying only a missing deposit.
Yes. The case will preserve both components and the partial receipt. Closing it here won't combine them into one transaction or mark either outstanding part paid.
Please do. Still only the $800 received. Appreciate you keeping up with all the numbers.
Closed unresolved with USD 800 received and USD 6,400 outstanding: USD 6,000 withdrawal remainder plus USD 400 uncredited deposit. The original total was USD 7,200 across two transactions. No further transfer, deposit credit or refund was established.