The player from Spain stated that she had won €350 in a Super Stake Roulette game; however, the casino's system had incorrectly processed her bet as a losing one. She had been seeking resolution for 17 days without receiving a response. We requested supporting evidence to proceed with the investigation but did not receive any response from the player despite reminders. Consequently, the complaint was closed due to lack of cooperation, though the player could reopen it in the future if she chose to provide the necessary information.
Magius Casino - Player's bet has been settled incorrectly.
Closed
Our verdict
Player stopped responding
Amount: €350
Magius Casino
Safety Index 7.4 Above averageCase summary
Discussion
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1 month ago
Translation
The incident occurred on May 8, 2026, at 8:42:06 AM, when I placed a winning €5 bet on the number 0 x 100 in the Super Stake Roulette game (transaction ID: 399142750585). Your platform's system incorrectly processed the winnings, resulting in a discrepancy of €350.00 in my real balance.
I have been complaining for 17 consecutive days without any response from them.
Automatic translation:
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1 month ago
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.
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1 month ago
Dear Eva000,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident, along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after the incident?
Please understand that without any supporting evidence, we can’t proceed further with this case, as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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1 month ago
Dear Eva000,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
