Maggico Casino - Player's account is under internal review.

For the past month, they've been saying my account is under internal review. They haven't specified what they're reviewing or how long it will take to resolve. Because of this, I can't make withdrawals. Please note that my account has been successfully verified through KYC.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Are you currently able to access your account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Feliperojas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello.

According to the questions asked...

• They were mostly slot games. In addition to tournaments that were available at the casino.
• I can currently access the account and continue using the funds. Since I can still use them, I have continued using the balance, and the amount I cannot withdraw now is greater than 2,000,000 CLP.
• The winnings were accumulated from tournament prizes available at the casino, with bonuses that I was able to complete according to the casino rules and bonus wagering requirements.

Greetings.

I'd like to add that today, August 10th, my account was blocked, indicating that I have another account associated with my name, which is not the case. My account has been verified through KYC without any issues.

Thank you for your response. Could you please confirm whether you currently still have access to your account? Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Additionally, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hi there.

I no longer have access to the account... it says account is blocked.

It's possible someone in my household created an account... I have no way of knowing.

I'm sending the requested information to the email address provided. I've also attached some screenshots here.

Greetings

Hello,

Thank you for the additional information.

According to the communication you have attached, the casino claims that multiple accounts were opened using the same email address. Could you please confirm whether there is any possibility that you previously created another account at this casino?

Additionally, could you please check with the members of your household whether anyone else has created or used an account at this casino?

Thank you in advance for your cooperation.

Best regards,

Attila

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru