Magius Casino - Player is requesting a refund due to a failed self-exclusion.

​I am filing this complaint against Magius Casino for a serious violation of player protection and Duty of Care. I am a resident of Germany and I am officially registered in the OASIS national self-exclusion database.

​Despite my self-exclusion status, Magius Casino allowed me to register, deposit, and lose approximately €4,000 without any verification or block, which is a direct violation of the regulations applicable to players in my jurisdiction. Furthermore, I have clearly communicated my gambling addiction to the casino, and my account was recently closed under the status "Suchtprävention" (Addiction Prevention).

​The casino failed to perform the mandatory OASIS check and ignored my clear signs of compulsive gambling. I have attempted to resolve this with them directly, but they refuse to refund the deposits made while I should have been protected. I am requesting a full refund of my deposits due to these systemic failures in their responsible gambling procedures.

Costel.92 Costel O.

[email address hidden by Casino Guru]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

It is important to clarify a key aspect of this case: Magius Casino operates without a German license and is not regulated under the German gambling authority. This means the casino is not part of the OASIS self-exclusion system and is not legally required to perform OASIS checks or enforce exclusions registered within Germany.

The OASIS system applies strictly to operators licensed in Germany. Since Magius Casino operates without a license, these protections do not extend to their platform.

While we fully acknowledge the seriousness of your situation and your mention of gambling addiction, from a regulatory standpoint, the casino did not breach any obligations related to OASIS, as they are not bound by German regulations.

For this reason, we are unable to support a refund request based on the failure to enforce the OASIS exclusion.

However, you also mentioned that you mentioned to the casino that you are a gambling addict.

• Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
• Did you make any deposits into this casino after you stated that you were addicted to gambling and requested account closure?

Thank you in advance for your cooperation.

Best regards,

Veronika

Hallo Veronika,

​Ich habe Schwierigkeiten, die alten E-Mails zu finden, da ich sie aus emotionalen Gründen gelöscht habe, um nicht mehr an das Spielen erinnert zu werden. Aber ich habe wichtige Punkte zu meinem Fall bei Magius:

​Ich habe das Support-Team von Magius mehrmals über meine Spielprobleme informiert. Dass ich die E-Mails gelöscht habe, ändert nichts an der Tatsache, dass sie in deren System existieren müssen.

​Bitte schauen Sie sich die Transaktions-PDFs an, die ich hochgeladen habe. Man sieht dort ein extrem zwanghaftes Verhalten – viele Einzahlungen in sehr kurzer Zeit. Ein seriöses Casino hätte hier sofort intervenieren müssen, um mich zu schützen.

​Ich bin in Deutschland ansässig. Auch wenn das Casino keine deutsche Lizenz hat, ist es internationaler Standard für Spielerschutz, dass ein Spieler, der Anzeichen von Sucht zeigt oder diese äußert, sofort gesperrt wird.

​Ich bitte Sie, das Casino aufzufordern, die internen Chat-Logs und E-Mail-Verläufe zu prüfen. Dort wird meine Anfrage zur Kontoschließung wegen Sucht stehen.

Hallo Veronika,

​Ich möchte noch hinzufügen, dass dies für mich kein abgeschlossener Fall ist, falls wir hier keine gütliche Einigung erzielen.

​Wenn Magius Casino nicht bereit ist, Verantwortung für den mangelnden Spielerschutz zu übernehmen, werde ich den Fall offiziell an die GGL (Gemeinsame Glücksspielbehörde der Länder) in Deutschland melden. Zudem behalte ich mir vor, rechtliche Schritte über eine spezialisierte Anwaltskanzlei in Deutschland einzuleiten, um meine Verluste aufgrund des illegalen Angebots ohne deutsche Lizenz zurückzufordern.

​Ich hoffe jedoch, dass wir den Fall hier über Casino Guru fair lösen können, bevor ich diese offiziellen Institutionen einschalten muss.

​Vielen Dank für Ihre Bemühungen.

Hello costelonisoru.92,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear costelonisoru.92,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru