The player from Manitoba faces issues with the casino regarding account verification, as his documents are deemed insufficient for releasing his winnings. While there were no problems when depositing money, he is now unable to access his funds and feels misled by promotional recommendations.
Magic365 Casino - Player's winnings are delayed due to verification issues.
Opened
Current status
Waiting for player to reply
1d 7h 5m 44s
Magic365 Casino
Safety Index:Below averageCase summary
Discussion
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1 week ago
Won't release funds I have been told my documents are not good enough to verify my account. There was no issue when taking my money but when it comes to paying me my winnings they need to know if I am who I say I am. So it looks like I will not see any winnings and have lost my deposit. I would suggest that any site advertising or promoting this casino should be ashamed. I choose this site from a recommendation by a site that promoted thus casino to be fair and trust worthy and it is not the case. I will not be using any sites promoting Magic365 anymore.
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5 days 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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5 days ago
Dear Darrell,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.
To help us investigate and expedite the process, could you please provide the following details:
- Which documents have you already submitted, and when did you send the most recent one?
- Have you provided all the required documents in the correct format?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
