Maggico Casino - Player's withdrawal is delayed.

On 17 March 2026 I requested a $2,472 withdrawal via Skrill. It is still showing as pending.

On 1 April 2026 I received an email stating that my KYC documents were not of good quality and need to be re-uploaded.. I have submitted a copy of my passport, a selfie with my passport and my proof of address a few days prior, I suspect these have been accepted, but nothing has been confirmed. In the KYC section it seems I just need to upload some sort of proof of payment, I'm really not sure what they want.

I have received no reply from support. Emails and social media messages are ignored, and the contact support button does not work.

I am ready to re-upload the documents immediately.

I request that the casino:

Gives clear instructions on exactly what needs to be corrected.

Reviews my re-upload quickly.

Processes my $2,472 Skrill withdrawal once verification is complete.

Attachments:

The KYC re-querying email

KYC verification page (showing "Declined")

Transaction history (showing the pending withdrawal)

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.

Dear bim900129, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

Hi, I've realised my antivirus was preventing the live chat from opening. It seems the issue is resolved now. Thank you

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear bim900129,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

We’ve reopened this complaint at the request of bim900129. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear bim900129, do you have any updates for us in relation to the verification process? Have you managed to upload the documents for the KYC verification?

I have uploaded all my KYC docs except for the proof of payment. When I try upload I on the website I get a generic error message that the file can't be uploaded and I must contact support. When I email it to them I get no replies from a human, only an autoresponse acknowledging that they've received imy email. Live chat support is of no help, they just send me around in circles.

Dear bim900129,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello bim900129,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear bim900129,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Curaçao Gaming Authority (https://www.cga.cw/) and submitting a complaint to them. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S