Magius Casino - Player's withdrawals have been blocked.

I have been a member of this casino since the beginning of this year. I have always made deposits and withdrawn with no issue.

in July I have been using a new bank card as my previous one was lost and they have let me use this card. They suddenly wanted me to provide proof of my previous card and I told them I can’t. They allowed me to continue to deposit with my new bank card to the sum of 3750 but have now blocked withdrawals

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 better understand your situation.

• Could you please confirm if the lost card had been verified in this casino before?
• Do you have any evidence that you were the rightful owner of the lost card? For example, a bank statement showing your full personal details along with the card number, or an official confirmation from your bank (stamped and signed) that the card was yours and has since been deactivated.
• Have you already submitted any other documents to the casino for verification purposes? If so, could you specify which ones and when exactly?

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

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Yeah the card was lost before they requested verification and I had been using my new bank card.

I sent them a pdf from Monzo to say it is an inactive card. Now they want bank statements which I have sent and it’s been going on for weeks

I verified my ID with driving license but this was only requested 4 to 5 months after I had been actively using the site so beginning of July they were accepted

but they are being very difficult over this bank card

they have had lots of emails from myself most of them get ignored so I email them daily but they still haven’t sent the refund this has been going on since July

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

Dear Upsetcustomer,

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