The player from the United Kingdom had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The Complaints Team informed that delays in processing withdrawals could occur due to pending KYC verification or high volumes of requests. They advised the player to wait at least 14 days after the withdrawal request before escalating the issue. The complaint was closed with a note that further assistance could be sought for future issues.
Magius Casino - Player claims that payment has been delayed.
Closed
Our verdict
Other
Amount: £1,000
Magius Casino
Safety Index:Above averageCase summary
Discussion
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3 months 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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3 months ago
Dear Delboy70,
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 months ago
Dear Delboy70,
Regrettably, we are unable to accept complaints submitted by individuals other than the affected player. In the event of any difficulties, it is necessary for the player to personally submit the complaint, as we are unable to engage in discussions or disclose personal information to unrelated parties.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
