Magius Casino - Player's account reopened against self-exclusion request.

Unauthorized Reopening of Permanently Self-Excluded Account Due to Gambling Addiction – Request for Refund

Dear Casino Guru Complaint Team,

I am submitting a formal complaint regarding Magius Casino and its failure to uphold responsible gambling obligations.

Background

On 17.07.2025, I contacted Magius Casino and clearly stated:

"I would like to permanently close my account. I have a gambling problem."

This was an explicit disclosure of gambling addiction and a request for permanent closure of my account.

The casino responded under its Responsible Gambling procedures, provided links to gambling support organizations, and asked me to confirm my decision. After I replied "Confirming," my account was permanently closed.

Reopening of the Account

At a later date, the casino agreed to reopen my account after requiring me to sign a declaration stating that I was not addicted to gambling and that I would have no claims against the company.

Despite this declaration, the casino already had clear written evidence that I had previously disclosed a gambling problem and requested permanent closure for that reason.

After the account was reopened, I resumed gambling and lost a total of 3500 PLN.

Why I Believe the Casino Acted Improperly

My complaint is based on the fact that:

1. I explicitly informed the casino that I had a gambling problem.

2. The casino acknowledged this and closed my account under Responsible Gambling procedures.

3. The casino later reopened the same account despite having prior knowledge of my gambling addiction.

4. I incurred substantial losses after the reopening.

I believe the reopening of my account was contrary to responsible gambling principles and that the casino should refund all losses incurred after the account was reactivated.

Casino's Final Response

I submitted a formal refund request to the casino.

The casino issued its final decision and refused any refund, relying solely on Clause 6.6.2 of its Terms and Conditions, which states that deposits used for wagering are not refundable.

However, the casino did not address the central issue of my complaint: the reopening of a permanently closed account after a clear disclosure of gambling addiction.

Requested Resolution

I respectfully request that Casino Guru assist in obtaining:

- A full refund of all losses incurred after my account was reopened: 3500 PLN

- Confirmation that my account is permanently closed and cannot be reopened again

Supporting Documents

I can provide the following evidence:

- My original email stating: "I have a gambling problem"

- The casino's Responsible Gambling response

- My confirmation of permanent closure

- The declaration required to reopen the account

- Evidence of account reopening

- Transaction history showing deposits and losses after reopening

- The casino's final refusal to refund

Thank you for reviewing my complaint and assisting me in resolving this matter.

Kind regards,

Mateusz *****

Poland

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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, the casino's response, and the communication surrounding the reopening of your account? 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?
• Have you asked the casino to refund due to failed player protection? With what result?

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