The player from Greece had requested a withdrawal of 365 euros, which was promised within 1-3 business days, but it had yet to be processed by the casino on the third business day. The player suspected fraud due to automated responses from customer service and stated he had not used any bonuses. The Complaints Team had acknowledged the delay and advised the player to be patient while allowing up to 14 days for processing. Ultimately, the player marked the complaint as resolved, indicating that the issue had been addressed satisfactorily.
Magius Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €365
Magius Casino
Safety Index 7.4 Above averageCase summary
Discussion
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11 months ago
Translation
Good evening! I requested a withdrawal of 365 euros from the casino in question! They told me in 1-3 business days the amount would be added to my account! Today we are on the third business day and no amount has appeared! In the service they answer automatically, that they are not members of the financial department, and they do not know the reason for the delay! I smell fraud, something is wrong! I told them voluntarily to do identification, and they told me that it is not necessary! I have not used any bonus! I deposited 350 euros in total, and I requested a withdrawal of 366 euros! Help me get the money that is rightfully mine!
Automatic translation:
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11 months ago
Hello,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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11 months ago
TranslationWhat can I say now! I told you, I was not asked for verification! The working days have already passed and no one is helping me! This is a shame! 14 days is too much! The money should be in my account already! If at all possible
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10 months ago
I completely understand your frustration, especially since you were told 1–3 business days and the money hasn’t arrived yet. Waiting for withdrawals can be very stressful. Please note, however, that delays like this are unfortunately not uncommon. Even if verification was not requested right away, the casino may still be running standard internal checks before releasing the funds.
That’s why we recommend allowing up to 14 days for the withdrawal to be completed. I know this feels like a long time, but most withdrawals that seem "stuck" at first do get processed within this period.
In the meantime, I suggest staying in touch with the casino support, even if their answers feel repetitive. If the payment is still not completed after 14 days, we will step in and contact the casino directly on your behalf to help resolve the matter.
Thank you for your patience—I understand it isn’t easy to wait in this situation, but please be assured that if the delay goes beyond the usual timeframe, we will do our best to assist you.
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10 months ago
Dear vasileior,
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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10 months ago
Dear vasileior,
We are pleased to confirm that your withdrawal has been successfully processed, and the funds were dispatched from our end on September 1, 2025.
The funds may take between 3 to 5 business days to reflect in your account; however, this timeframe is contingent upon the payment method utilized and the standards of your bank.
Till this moment, we do not observe any further pending withdrawals or an active balance associated with your account.
We hope this helps clarify the matter for you.
Our team wishes you all the best for your future activities!
Best regards,
Magius team.
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10 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear vasileior,
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,
Veronika
