Magius Casino - Player's account is closed, but access remains open.

Dear Casino Guru Team,

​I am filing a formal complaint against Magius Casino due to a severe breach of their responsible gambling policy and a failure to honor my self-exclusion request, which resulted in significant financial losses.

​In September 2025, I explicitly requested Magius Casino to close my account permanently due to gambling problems. Shortly after, I received a confirmation email from their support team stating that my account had successfully been closed.

​Unfortunately, despite their confirmation, Magius Casino failed to actually block or close my account. It remained fully accessible. Due to gambling addiction, I relapsed and was able to log in, deposit, and gamble away a substantial amount of money that should have been prevented.

​Since September 2025, I have lost a total of €3020.

​I have attached the following evidence to this complaint:

​A screenshot/PDF of the confirmation email from Magius Casino from September 2025, stating that my account was closed.

​Proof of the deposits and losses made after this confirmation email was received.

​Since Magius Casino failed their duty of care and breached their own self-exclusion confirmation, I am requesting a full refund of all deposits made after the account was supposed to be closed.

​Thank you very much for your help and mediation in this matter.

​Kind regards,

Quinten ****

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.

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 clarify under which circumstances your account was reopened? When was it reopened, and who initiated the reopening of the account?
• When was the last time the casino allowed you to deposit?
• Have you asked the casino to refund the net deposits due to failed player protection? Have you received any response from the casino?

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

Hello,

Thankyou for your reply.

1. My account is still accessible.

2. The account was never closed. They said so, but they never did.

3. The last time the casino let me deposit was on the 7th of July and they still let me deposit.

4. I did not ask them yet. Only on live chat. But they told me to send an email to support@magius.com but I have not done it yet. I already emailed them again to close my account, but they still didn't do it. Edit: I've just send an email as well about refund request.

I hope this clarifies it.

Thankyou.

Kind regards,

Quinten ****

Thanks for your reply.

I recommend you contact the casino support and request a refund due to failed player's protection. Please let me know about the result. If the casino refuses despite the evidence, we'll do our best to assist you.

My email is tomas@casino.guru

We apologize for the inconvenience.

Thankyou. Unfortunately they do not want to give a refund.

Dear quin_2002,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear quin_2002

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Magius Casino to join this discussion and provide their comments regarding the matter.

Dear Magius Casino,

Could you please review the player's complaint and share your comments on the issues raised? I would be particularly interested in your comments/thoughts regarding the accessibility of the player's account after you confirmed its closure. Kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

Dear quin_2002,

Thank you for reaching out. Your satisfaction is important to us, and we want to ensure that you have a positive gaming experience.

As a gesture of goodwill, we are happy to return 3020 EUR. To proceed with the refund, kindly provide us with the details of your bank account in the following format:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

If you have any further questions or require assistance, please don’t hesitate to let us know.

Best regards,

Magius Casino Team.

Magius Casino

I would like to commend you on your decision to refund the player for their losses. This proactive approach speaks volumes about your brand's integrity. I am hopeful for a swift and positive resolution to this matter. Given that the player has supplied the requested information, I would greatly appreciate any updates you could provide regarding the status of the refund processing.

Dear quin_2002,

We are pleased to inform you that your request has been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

Magius Casino Team.

Magius Casino

Thank you very much for processing the refund.

quin_2002

Kindly confirm once you receive the funds so that I can mark the complaint as resolved.

I received the funds thankyou all for the help! And the cooperation. Appreciate it

Dear quin_2002,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Munya

Casino.Guru