Magius Casino - Player’s account closure request is delayed.

I have asked the casino to close my account on the 15th April and it states on there website for this to be action within 24hours. My account is still open and they are refusing to close it.

Dear Gamergirl26,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@magius.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Do I understand correctly that you wish to close your account because of gambling addiction? Please forward me the account closure requests that you sent to the casino (not as screenshots). My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hi,

I have sent these across for you.

thank you

Thank you for your reply, Gamergirl26.I would like to emphasize that in order for us to proceed with this case as a failed self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

• Send your request to the correct email address provided in the general terms and conditions of the casino.
• If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
• Clearly state the reasons why you wish to have your account self-excluded - gambling problem/addiction.

Unfortunately, the emails you sent me do not follow these steps. At this point, I can only recommend how to properly request self-exclusion if you feel like gambling has become challenging for you. When applying for self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

If you still have access to your casino account, please send another email to Magius Casino (support@magius.com) and keep me informed about any further developments. Thank you in advance.

Dear Gamergirl26,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru