Magius Casino - Player’s account has been reopened without consent.

​Dear Casino Guru Team,

​I am writing to submit an official complaint against Magius Casino regarding a severe violation of responsible gambling policies.

​Approximately 5 to 6 months ago, I explicitly informed Magius Casino that I have a serious gambling addiction and requested my account to be permanently closed. They initially closed my account, but shortly afterward, they reopened it without my request or approval.

​Due to my gambling addiction, once the account was restored, I relapsed and continued playing, resulting in net losses of over €1,800 from that point until now.

​Please note that I have previously submitted a complaint regarding Magius Casino on your platform around that same period, so your team should already have historical context and records regarding my situation with this operator.

​I request your assistance in mediating this issue, as the casino failed to uphold basic Responsible Gambling standards and duty of care by reopening an account for an acknowledged self-excluded addict. I am seeking a full refund of the €1,800+ deposited and lost after the unauthorized reopening of my account.

​I am ready to provide any chat logs, emails, or transaction receipts necessary to support this case.

​Thank you for your help and support.

​Best regards,

Costel Onișoru

costel_onisoru@yahoo.com

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Magius Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Magius Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas