The player from Portugal had requested a withdrawal less than two weeks prior to submitting her complaint. Her money had not been received yet. After further communication with the casino, the player experienced delays attributed to contradictory information regarding the status of her withdrawal. However, after persistent follow-up, the withdrawal was eventually processed, and she received her payment. The complaint was marked as resolved by us.
Magius Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €370
Magius Casino
Safety Index 7.4 Above averageCase summary
Discussion
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1 year ago
Translation
Hello,
I would like to file a formal complaint against Magius Casino.
I have my account verified, as confirmed by the casino's own support. I have made two successful withdrawals previously, but a third withdrawal made recently has been pending for more than 5 working days, and so far has not been processed.
I've contacted support several times. They inform me that the request has been forwarded to the finance department, but refuse to give any concrete deadline or clear update.
I'm not using bonuses, my account complies with the casino's terms, and I'm just waiting for the casino to fulfill its basic obligation: to pay out the amount withdrawn.
I request Casino Guru's help to mediate this situation and ensure that the amount of my withdrawal is finally paid out. I can provide screenshots, proof of the withdrawal request and all conversations with support, if necessary.
Thank you in advance for your attention and help.
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1 year ago
Dear Viis,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 year ago
TranslationThank you for your reply and explanation.
I'll wait the 14 days as indicated. I hope that the payment will be made within this period. If not, I will contact you again to ask for your help.
Thank you in advance for your attention and support.
Best regards,
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1 year ago
TranslationI would like to update my complaint regarding the withdrawal requested on May 22.
I have already made two previous withdrawals, both for larger amounts than the current one, and they were paid within 3 working days, which makes the current delay unjustified.
After opening a complaint, I contacted casino support and received contradictory information:
One assistant informed me that there was an expectation to resolve the payment by Friday,(I have this documented )
Other support staff denied having any information from the finance department to confirm this deadline, and that the colleagues had given me false information (I also have this documented).
By chat, they said that the delay was due to a high volume of transactions,
By email, I was told that the delay was related to KYC (Know Your Customer) verification processes, although support confirmed that there is nothing wrong with my account and that it doesn't need any additional documentation.
These contradictions and the lack of transparency show a clear internal disorganization, leaving the player without concrete answers and in limbo.
I ask that Casino Guru continue to monitor this case, as the lack of communication and excessive delays seriously damage trust in Magius Casino.
Thank you for your attention.
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1 year ago
TranslationI would like to update my complaint. After some delay, and much insistence and communication with customer support, Magius Casino has processed my withdrawal and I have now received payment.
Although the process took longer than expected, I am pleased that it has been resolved. I would like to close the complaint.
Thank you for your support throughout this process.
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1 year ago
Dear Viis,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
