Maggico Casino - Withdrawal of player's winnings has been delayed.

It's been 10 days and they haven't deposited my money. Every day I get the same response (verification), but for that amount, there's no verification according to their own terms and conditions. Today I canceled the withdrawal and submitted a new request. I need to file a complaint; this is real money, not bonus funds. It's been a nightmare, the worst experience ever. How can I resolve this, please?

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Dear Carolina1carolina,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

According to their own terms and conditions, verification is only required for amounts over $1,000 USD, and mine is less (8.11.4). Please, let's be serious. Imagine if it were more money???

I am someone who is bedridden with cancer and I had to go to the bank in person for the documents they demanded; it's a mockery of the customer.

Dear Carolina1carolina,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello. No, still nothing. Every day they reject my request and/or ask for something different. It's a vicious cycle to avoid giving me my money back. At this point, I think it must be a scam. I also filed a complaint in my country with the Gaming Control Board and I won't withdraw it until they hold the full $800,000 CLP.

Thank you for your assistance.

I'll be waiting.

They accepted the verification today, but surprise! We have to wait 5 more days for the "supposed" deposit 🤣. (as players from my country informed me)

Dear Carolina1carolina, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru , or post screenshots here.

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

Karla

Karla,

I sent an email

Thank you so much 🍀

They blocked my account, saying I had another one... and I don't know. Maybe I didn't realize it, but I never received a deposit from that account... if it does, it only has a tax ID number. They're scammers and thieves, like the players in my country say. They kept $800,000; they robbed me.

What's going on, Casino Guru, why aren't you approving my posts? I understand you're not part of that Magico Casino mafia.

Dear Carolina1carolina,

Thank you for your message. I would like to reassure you that we are completely independent and we are here to help both parties reach a fair resolution. There is absolutely no connection between us and the casino.

Regarding your previous message — unfortunately, I am unable to locate your email in my inbox. It may not have been delivered successfully.

For this reason, I kindly ask you to please answer the following questions again directly here in the complaint thread (or resend the email to karla.m@casino.guru, making sure to include your complaint ID in the subject line):

• Have you made any successful withdrawals from this casino before?

• Did you play casino games or place sports bets?

• Could you please share screenshots of your communication with the casino regarding the delayed withdrawal and the account block?

This information is essential for us to properly assess the situation and proceed with mediation.

Thank you very much for your cooperation. I look forward to your reply so we can move this case forward.

Karla

Yes, I've made withdrawals before. It was real money, not bonuses or sports betting winnings. I sent the screenshots here, and you marked them as confidential.

They say the reason is that I had another account, and that's how I realized what it was. I probably logged in with a different email address sometime. But obviously, the same name, and most importantly, just one RUT (Chilean tax ID) and one bank account. I checked that account, and there were only deposits, never a withdrawal. And I imagine that must be part of it—making registration easy and then preventing withdrawals. Because we operate with one name, one RUT, one bank account, and that makes it impossible to duplicate an identity. For me, Casino Maggico is a fraud and a mafia. They keep people's real money, in my case using a shady tactic, since my identity can't be cloned. And I'm still pursuing the complaint in my country. I know they won't return my money. At least someone else will find out how corrupt Casino Maggico is, and the people who had the same experience were right. I hope that entities like this are eventually banned from operating in my country. From the beginning, they created problems; it was because of the amount. They never thought about depositing money... their goal is to steal.

Dear Carolina1carolina,

Thank you for reaching out to us. Unfortunately, we are unable to assist with your complaint due to the fact that you had two active accounts with the same casino. It’s important to note that one of the basic rules of gambling is to create only one account per person. Additionally, players should create their accounts in their own name, using their own device and payment methods.

If you would like to learn more about the responsibilities of players using online casinos, I encourage you to review our article here:

https://casino.guru/fair-gambling-codex-for-players#tips-for-fair-and-safe-casinos

As per our policies, we are closing this complaint. I’m sorry we couldn’t be of more assistance on this occasion, and I appreciate your understanding.

Best regards,

Karla