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