The player from Spain had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. After further communication, it was confirmed that the withdrawal was being processed sequentially due to a high volume of requests. The issue was escalated to a dedicated Resolver, who took over the case. Ultimately, the player marked the complaint as resolved, indicating that the issue had been addressed satisfactorily.
Magius Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Magius Casino
Safety Index:Above averageCase summary
Discussion
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4 weeks ago
Translation
I made a withdrawal of €500 on November 4th, and after 8 days (not counting weekends), it's still the same. I've contacted them by email, and they always give the same response. I have two more withdrawals of €300 and €200 from November 13th, and a total of €2000 in the account. I'm tired of waiting. Thank you.
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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 Leta55,
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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3 weeks ago
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Good morning, I'm still in the same situation. They keep telling me the same thing: that there are many withdrawals and that they are processing them.
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3 weeks ago
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I asked if I needed to verify the account and they told me no, that everything was in order.
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3 weeks ago
Dear Leta55,
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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3 weeks ago
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I haven't received anything and there's no news, thank you.
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3 weeks ago
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This is what they replied to me in the last email
Barlo (Magius)
November 18, 2025, 11:06 EET
Hello *********,
Thank you for contacting our customer service team.
We would like to provide you with an update regarding your pending withdrawal requests. First, please accept our sincerest apologies for any inconvenience this delay may have caused. We fully understand how important it is to have timely access to your funds and sincerely appreciate your patience during this process.
After a thorough review of your account, we want to inform you that your first withdrawal request is currently being processed. Once this initial request is completed, your next withdrawal request will automatically advance to the next stage of processing.
This sequential approach is part of our internal payment processing procedures, which are designed to ensure the accuracy and security of all transactions. While we understand that waiting for multiple requests to be completed can be frustrating, we assure you that your funds are safe and that each request will be processed correctly and in the proper order.
Our Finance Team is actively working on all pending withdrawal requests, but due to the high volume of requests, some delays may occur.
If you have any further questions, please feel free to contact us via email. [email protected] or live chat.
Best wishes,
Magius Customer Service
Edited by a Casino Guru admin
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3 weeks ago
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Good morning, you're not answering me, I don't understand why, thank you
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3 weeks ago
Dear Leta55,
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, Hadi ([email protected]). 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 G.
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Leta55,
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,
Hadi
