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I had successfully withdrawn funds previously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.