Magius Casino - Player’s balance has been confiscated and account closed.

I am submitting a complaint against Magius Casino regarding the confiscation of my balance (€1200) and closure of my account.

I registered using my genuine personal details, including my UK residential address, which was accepted by the casino. I used the platform for approximately 6 months, making regular deposits and successfully withdrawing funds during that time.

After requesting withdrawals totalling €1200, my account was placed under review. I fully complied with all verification requests, providing my UK passport, proof of address, and a Revolut bank statement confirming payment ownership.

Following this, my account was closed and my balance confiscated, with only vague references to Terms and Conditions (2.3 and 9.4), and no clear explanation or evidence of wrongdoing.

Important points:

The casino accepted my deposits over a long period without issue

My personal details were accurate

I was not informed of any breach before requesting withdrawal

I had successfully withdrawn funds previously

The casino is now not responding to my emails, and my emails appear to be rejected

I believe this is an unfair and unjustified confiscation of funds and request that my €1200 be returned.

I am willing to provide all supporting evidence.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Were your identity documents approved during the verification process, or was your account closed while they were still under review?
• Did you fill out your profile truthfully, including your country of residence?

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

Best regards

Veronika

Hello Veronika,

Thank you for your response.

Please find my answers below:

At the time of registration, I was temporarily working abroad and had a VPN active, which may have shown my connection as being in Spain. However, I did not intentionally attempt to bypass any restrictions or misrepresent my identity.

I submitted all requested verification documents, including my UK passport, proof of address, and Revolut bank statement. My account was closed while these documents were under review, and I did not receive confirmation that they were rejected.

I completed my profile using my real and accurate personal details, including my UK residential address. This information was accepted by the casino and remained visible in my account.

I would also like to highlight that my account was active for approximately 6 months, during which I made regular deposits and was able to successfully withdraw funds. At no point was I informed of any issue or breach prior to requesting my €1200 withdrawal.

From my perspective, I acted in good faith, and the casino accepted my activity over a prolonged period without restriction.

I believe it is unfair that the issue was only raised after I requested a larger withdrawal, resulting in the confiscation of my balance.

Please let me know if you require any further information.

Kind regards,

Paul C.

When opening the registration form at Magius Casino, the available list of countries does not include the United Kingdom:

Could you please confirm which country you selected as your country of residence when creating your account? Did you choose Spain?

Additionally, are you able to access the casino website from the United Kingdom without using a VPN or any location-masking software?

Hello Veronika,

Thank you for your follow-up questions.

When registering, the United Kingdom was not available in the country selection list. As a result, I selected Spain.

However, I entered my full and correct UK residential address in the address fields, which was accepted by the system and remained visible in my account profile. At no point did the casino flag this as an issue or request correction. I also spoke on the phone with a lady that said she was my account manager when I initially signed up and made it clear to her I was in the UK which wasn't an issue.

Regarding access, I am able to access the casino website from the United Kingdom without using a VPN or any location-masking software.

I would also like to reiterate that my account remained active for approximately 6 months, during which I made regular deposits and was able to successfully withdraw funds. At no point was I informed of any issue related to my country of residence until I requested the €1200 withdrawal.

From my perspective, I provided accurate personal information, and the system limitations appear to have caused the country mismatch rather than any intention to misrepresent my location.

Kind regards,

Paul C.

Dear Cocka11,

Thank you for your detailed responses and for providing all the necessary information.

After carefully reviewing your case, I’m afraid we are unable to support your complaint.

When creating your account, you selected Spain as your country of residence, even though you were aware that you are a resident of the United Kingdom. As you confirmed, the United Kingdom was not available in the registration form, which indicates that the casino does not accept players from this jurisdiction. By selecting a different country, you effectively registered from a restricted region.

While we understand that you entered your real address in other fields and that the account remained active for some time, this does not override the initial breach during registration. Casinos rely on the country selected in the registration process to determine whether a player is allowed to use their services. Unfortunately, the delayed detection of such discrepancies does not make the account valid.

For these reasons, the casino acted in accordance with its terms when closing your account and confiscating the balance.

I understand this is not the outcome you were hoping for, but given the circumstances, we must consider the complaint unjustified. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Veronika

Casino.Guru Team