Magius Casino - Player's winnings are delayed.

I won 3,575 nearly 2 weeks ago and not been able to withrraw a cent . been told different info ,one agent tells me to do this and another tells me not to and to do something else. Ive done everthing they have asked but the withdrawls or still under review.can you help me

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 the issue you’re experiencing. To better understand your situation, please provide clarification on the following points:

• Have you made any successful withdrawals from this casino in the past?
• Have you completed full KYC (identity) verification?
• Which payment methods have you used to make deposits at this casino?
• Did you select the same payment method when requesting withdrawals?
• Have you tried requesting withdrawals using different available payment methods?

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

This is my 1st time trying to withdraw.

Ive not been asked to upload my id or any documents to verify my account and when i spoke to an agent who i told all this to ,they told me my account is saying it dosent need to be verified at this time ,but my account isnt verified. I then pointed out how will i be able to withdraw if its not verified. And i was told to try withdraw . They didnt let me do any verification.

I deposited with my commonwealth debit card and when i try withdraw to the card it gets canceled over tec error or they tell me its my provider couldnt process it

I also try'd to withdraw using bank transfer so ive used my bsb and acc number which they made me cancel the 1st time and i tryd again which is still under review, but i know its not going to work as the acc isnt verified yet . I think there scamming me .

Still no changecto my withdrawl status , just showing it under review.been like that now nearly a week , live chat is a joke keep telling me its moving along smoothly and by end of day youll see funds in bank . And yet here we are the next dsy no funds.i really belive theyll just keep doing this and delaying till i either snap ,which then i give them to block my acc or till i just give up cos going round and round and getting nowhere

Dear Rachael74

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Rachael74,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Magius Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rachael74,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia