Magius Casino - Player demands review of account closure issues.

I am asking Casino Guru to independently review my case against Magius Casino and determine the full financial consequences of Magius's handling of my repeated gambling-related disclosures and account closure requests.

I have intentionally entered PLN 0 as the disputed amount because I do not yet know the exact amount. I believe it may be substantially higher and I want the amount to be established from Magius's own complete account, deposit and gambling records.

The chronology is important.

On 3 November 2025, I contacted Magius and requested closure of my account because of significant gambling losses. On 7 November 2025, Magius officially confirmed that my account had been closed.

Despite this, on 24 January 2026, I received a promotional VIP offer encouraging me to log in and receive PLN 200 cash plus a bonus. On 31 January 2026, Magius again confirmed that my account had been closed.

On 5 March 2026, I contacted Magius again and explicitly stated:

"I am a compulsive gambler and I cannot control my gambling."

The account was still not effectively closed. On 6 April 2026, I again wrote that I was ill and had problems controlling my gambling and asked for my account to be removed. On 7 April, I was contacted by Magius staff/VIP management instead of the matter simply being permanently resolved.

This is not an isolated account-closure request. It is a repeated and documented history of gambling-related disclosures, requests to stop gambling and requests to close the account.

I am particularly concerned that promotional/marketing communications continued despite my previous closure requests and disclosures. The January 2026 VIP promotion is documented in my evidence.

Magius has already offered me PLN 5,000 to resolve this matter. I have not accepted this as a final settlement because I do not believe the correct amount can be established without reviewing the complete account history.

I therefore ask Casino Guru to investigate the matter from my FIRST documented gambling-related complaint on 3 November 2025, rather than starting only from the later date when I explicitly used the words "compulsive gambler".

I request that Magius provide and Casino Guru review:

1. The complete account history from 3 November 2025 onward.

2. All deposits, withdrawals, wagers and gambling activity from that date onward.

3. All internal account notes concerning my requests for closure, gambling problems and responsible gambling.

4. The exact dates and times when my account was actually restricted or technically closed.

5. All marketing and VIP communications sent to me after my closure requests.

6. The basis on which Magius calculated its PLN 5,000 settlement offer.

My position is that the relevant period should begin with my first documented request to close the account because of gambling losses on 3 November 2025.

I am seeking a full refund of the relevant deposits/losses from that point, subject to verification of Magius's complete account and transaction records.

I am attaching my correspondence and supporting evidence. I am deliberately not stating an exact financial claim at this stage because I want the amount to be established from the operator's own records and reconciled against the available evidence.

I ask Casino Guru to obtain the relevant records from Magius and conduct a full review of the case.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Magius Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when did the casino reopen your account, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Mail sendet

Hello,

Thank you for providing the additional information and supporting evidence. I understand your concerns, particularly considering the repeated account closure requests and the subsequent activity on your account.

After reviewing the timeline, however, we are unfortunately unable to proceed further with the complaint. We understand that the casino has already offered you PLN 5,000 as compensation and that your account is now permanently closed.

Regarding the earlier self-exclusion requests and the remaining transactions that you believe should also be included in the refund, these events fall outside our six-month timeframe for investigating complaints. Unfortunately, our policy does not allow us to pursue such "cold cases," as after a significant amount of time has passed, collecting the necessary evidence and reliably reconstructing the circumstances becomes increasingly difficult.

Therefore, while we understand that you do not consider the PLN 5,000 offer sufficient, we are not in a position to investigate the considerably older activity in order to determine whether additional compensation should be provided.

For these reasons, we are unable to proceed further with this complaint and it will be rejected. I’m sorry that we cannot be of more assistance, and I sincerely hope that you receive the compensation offered by the casino without any further difficulties.

We wish you all the best going forward.

Best regards,

Attila

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