Magius Casino - Player's withdrawals are delayed.

Hey guys im still waiting on my withdrawal by over a 10 days now. Did the first one 500€ in 27 December 2025, the second one 500€ in 28 December 2025 and the last one 300€ in 29 December 2025.

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.

Dear manguru,

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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Ok i will wait another week then. I've yet to receive any email saying that the withdrawal was cancelled so..

About the KYC they didnt ask for that and everything was verified. My account is under review right now i cant access it

Still didnt receive any withdrawal in my account

They cancelled my withdrawals today and i cant access my account

I did manage to get in contact with my VIP agent and they checked and said i need to send documents to them and i will be able to withdraw the money. I asked what documents i need to send and didnt get an answer. Will update here as soon as i get a response.

Already got the response saying i need SOF documents but didn't reply what email should i send to. Asked for the email and got no response for 2 days now. Sended a request to the support.

Also should i send the bank statement that funded my revolut or the revolut statement is enough? Thanks

Thank you for your reply. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When was the last time you accessed your casino account?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

The last time i accessed the casino was on 29 December 2025. Only played slots and no bonus was used

Magius Support has replied and stated they are currently unable to locate my account using the registered email address, despite this being the same email where I previously received withdrawal cancellation notifications and other account-related messages. I have replied to confirm that the email is correct and provided additional identifying information (registered phone number) to assist them in locating the account. The matter appears to be a technical or account-matching issue, and I am currently awaiting their next response.

I have submitted all requested KYC documents to Magius, including ID (front and back), a selfie holding the ID, and proof of payment card ownership. I am now waiting for their verification and response.

Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Magius requested account verification documents via email, including:

ID (front and back)

Selfie holding the ID

Proof of ownership of the payment card used

I have submitted all requested documents and complied with their verification requirements.

There has been some confusion previously, as Magius initially stated they could not locate my account, despite prior account-related emails and support confirmations. I have provided the necessary details to help them identify the correct account.

At this stage, I am awaiting their verification review and next steps.

All the screenshots are below:

Dear manguru,

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, Michal ([email protected]). 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,

Kristina

Hello manguru,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite Magius Casino to join the conversation.

Dear Magius Casino,

Could you please provide an update regarding the status of the player’s verification process? At this time, it appears that the verification has not yet been finalized.

We understand that the player initially contacted you using an email address different from the one registered with the casino account. However, this matter seems to have since been clarified, and the player has also provided their phone number.

If there is anything further required from the player to complete the verification, please let us know so the situation can be resolved as smoothly as possible.

Thank you in advance for your assistance.

Dear manguru,

Thank you for the clarification.

Dear Magius Casino,

We are looking forward to your timely response.