The player from Chile had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. She later explained that the casino was withholding her money and not responding clearly, while requesting evidence and clarification about accusations of multiple accounts. We reviewed the casino’s records and it was confirmed that both accounts had been accessed and used, which contradicted her explanation about the stolen phone and inactive old account. As duplicate accounts were not allowed and could lead to cancellation of winnings, we were unable to support her request and the complaint was rejected as unjustified.
Maggico Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Unjustified complaint
Amount: $100,000 CLP
Maggico Casino
Safety Index 7.9 Above averageCase summary
Discussion
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4 weeks ago
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Gentlemen of Guru Casino:
Along with sending my greetings, I would like to file a formal complaint regarding the situation I am experiencing with Mágico Casino Online.
For several days I was asked to provide various documents to verify my account. I promptly fulfilled all the requirements and submitted all the requested documentation.
Subsequently, on September 25th, I received an email and a notification expressly informing me that my account had been successfully verified.
However, after receiving this confirmation, I requested that a payment of 100,000 CLP be processed, and I have been repeatedly told that my account is still undergoing an alleged "internal verification." This contradicts the confirmation I received on September 25th.
Since then, I have made inquiries practically every day and the responses have been successively that the situation would be resolved "in a little while", "tomorrow" or "in a few days", without having received a concrete solution up to this point.
I believe this situation deserves to be reviewed, as there is a clear contradiction between the written confirmation that my account was successfully verified and the subsequent responses indicating that the verification was still pending.
For this reason, I respectfully request that Guru Casino review the background of my case, especially the verification confirmation received on September 25, subsequent communications, and responses provided by Magic Casino Online, and clearly inform me of the actual status of my account and why I have been given contradictory information.
I attach, if necessary, screenshots, emails and other background information that support what has been stated.
I appreciate your attention in advance and hope you can intervene to obtain a clear and definitive answer regarding my case.
Sincerely,
[redacted]
Edited by a Casino Guru admin
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4 weeks ago
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.
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4 weeks ago
Dear Lilibeth1979,
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
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4 weeks ago
TranslationI would like to provide more information; I have more documents where they contradict each other.
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3 weeks ago
TranslationHelp...they're still withholding my money and not giving me a solution. They don't answer emails, they just contradict themselves on chat, and I don't know what else to do. Please help me or tell me what steps to take. I've already contacted them repeatedly (email, chat, I tried to contact Curacao, etc.). I filed a complaint here, and you're my only hope.
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2 weeks ago
TranslationI am still waiting for the evidence against me, which is based on unjust accusations, and also for proof and clarification regarding the amounts provided by Magic Casino.
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2 weeks ago
Dear Lilibeth1979,
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.
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2 weeks ago
TranslationGood afternoon Jean
Still nothing. I insisted again via email that they provide legible proof of everything I'm accused of, and there's no response. It's truly frustrating. I've read posts on other platforms, and I'm not the first. They have many complaints and tend not to respond. And those people ask or look for where they can file a lawsuit or complaint. I really thought it was a reputable casino, but as the days go by, the evidence and other people's complaints... this casino, Magico Casino, is clearly a scam through and through.
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2 weeks ago
TranslationDear Guru Casino moderators:
I want to inform you that the Magic Casino team has already contacted me; however, unfortunately, they continue to maintain the same position and repeat the same arguments, without taking into account what I unfortunately suffered, the loss of my equipment and with it that account that is inactive, without providing the evidence or concrete background that supports the accusation they are making against me.
I have repeatedly requested that they provide me with the records, documents, and histories that supposedly prove I gambled simultaneously on multiple accounts, as well as a clear and verifiable explanation of the origin of the amounts attributed to me. To date, I have not received a response accompanied by evidence that would allow me to verify their claims.
I believe it is unfair to be accused of violating the platform's rules while simultaneously being denied access to the background information supporting that accusation. If the company is confident it acted correctly, it should be able to explain its decision transparently and back it up with verifiable records.
I want to make it clear that I am not willing to consider this matter closed until I receive a serious, clear, and properly substantiated response. I will continue to pursue this through the appropriate channels until the background of my case is reviewed, the requested evidence is provided, and I receive a satisfactory explanation.
I'm not asking for any special treatment or for the rules to be ignored. I'm demanding something basic: transparency, evidence, and an answer that clarifies what happened.
For this reason, I respectfully request that the moderators of Guru Casino continue to follow up on my complaint and help me obtain a concrete response from Magic Casino, since so far the company has limited itself to reiterating its decision without providing documentary evidence of the facts it attributes to me.
I hope that my case will not simply be closed with a generic response and that the importance of any accusation being supported by verifiable evidence will be considered.
I will continue to insist until I have exhausted all available avenues of redress, because I believe I have the right to know the grounds for a decision that directly affects my account and my money.
I appreciate your attention and hope you can help me get a transparent answer and a fair solution to this situation.
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1 week ago
Good afternoon,
Thank you for bringing this matter to our attention. Please rest assured that I have forwarded the information to the relevant department for further clarification and will get back to you with an update as soon as possible.
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1 week ago
TranslationDear Magic Casino team:
Greetings. I want to make it clear that I have no interest in recovering my account or playing on your platform again. I hope you will understand that my only request is for clarification regarding the accusation of using multiple accounts simultaneously. I explained that my phone, which contained my other account (which I no longer use), was stolen. Therefore, I reiterate my request for evidence to support this accusation and a detailed explanation of the amounts mentioned in your initial response. Furthermore, I demand a resolution regarding the payment of the prize I legitimately won in your platform's lottery. I would appreciate a formal, clear response supported by evidence, as my priority is to defend my reputation and receive the money that is rightfully mine.
Sincerely,
[redacted]
Edited by a Casino Guru admin
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1 week ago
Dear Lilibeth1979,
Thank you for your patience throughout the complaint process. I understand how disappointing this outcome may be, especially after the time and effort you have spent trying to resolve the issue.
We have carefully reviewed the evidence provided by the casino, and unfortunately, it confirms that both of your accounts were accessed and used during September and October 2026. This contradicts your explanation that your previous account had remained inactive after your phone was stolen.
While we understand your explanation regarding the stolen phone and your decision to create another account, players are generally not permitted to maintain multiple accounts at the same casino. If you lost access to your original account, you should have contacted the casino to recover it or requested permission to create a new account after closing the previous one.
Duplicate accounts are a serious violation of casino rules and can result in the cancellation of winnings, including promotional prizes.
Based on the evidence confirming the use of both accounts and the casino's duplicate-account restrictions, we are unable to support your request for the disputed winnings.
Unfortunately, we must reject your complaint as unjustified.
I understand that this is not the outcome you were hoping for, but I hope our explanation helps clarify the reasons behind our decision.
Thank you for your understanding.
Best regards,
Jean
Casino Guru
