Magius Casino - Withdrawal of player's winnings has been delayed.

I had won a bunch of money (I think I was up to $16000 CDN) and started send withdrawal requests for $2500. (I was at a VIP level 4, so that was all I could withdraw at a time.). I did have to wait several days for each, I did 4 in total, but by the time I had those 4 worth $10,000, Magius degraded my level to the very bottom and I could only request $1000 at the lowest level. Prior to this, a VIP Manager had contacted me via phone and asked about my experience with Magius, of which I told him I had previous issues almost a year ago trying to withdraw and he assured me that would never happen again. Fast forward to this and I cannot get my money. I have been given every excuse under the sun with no progress. I was told a supervisor would contact me, nothing. So my only solution is to come to Casino Guru for help. You helped me last time. So once I get me money, I will use the points I have gathered and then I will close this account permanently.

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Dear RanchAnnie,

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,
Complaints Resolution Center

I have waited the 14 days. That's why I have submitted the complaint. I received 4 other withdrawals prior to this, and they won't give me my last one. I had to request help last year when this happened to me before. That is when I finally received my money from Magius. So I know I won't be able to receive my funds unless I submit and third party complaint. Thank you.

Dear RanchAnnie,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi. No, of course not. That's why I waited the 14 days BEFORE I submitted this complaint. There is NO progress. I have NO money.

Hi, I'm wondering if there is any progress on your end for this complaint. Thank you.

Dear RanchAnnie, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Hi Karla, it seems, for the second time now, that you haven't read my initial complaint. You first commented about the recommended time frame now passing and if I received my funds - I initially wrote that I WAITED the timeframe BEFORE submitted the complaint. Now you are asking more questions I have already answered in my INITIAL complaint. I did upload the screenshot of the withdrawal request that showed the 14 days. I did already say I received 4 other withdrawals with those winnings. Obviously my account is verified, especially with receiving 4 other deposits on the same winnings. With respect, could you go back to my initial submission, all my information is there. And no, I do not have email chats with Magius agents, but I do log in to chat with a live agent almost every day for an update to my withdrawal. They continue to give me the same answers every day that it is being processed and will be paid out very soon. Today is three weeks. I have nothing. Please reply.

I did notice, my original complaint said 4 withdrawals of $2500. It was actually 4 withdrawals of $1,500. My typo, I apologize.

Dear RanchAnnie,

Thank you for your update and for the clarification regarding the previous withdrawals.

First of all, I am sorry to hear about your experience with the casino. I understand how frustrating this situation must be, especially considering you have encountered similar issues before.

Regarding your VIP level, while I understand your disappointment, unfortunately we are not able to influence or change a casino's decisions regarding VIP tiers or their internal VIP management policies.

Due to the high number of complaints we are currently handling, I will get to your complaint as soon as possible. In the meantime, the following information will help us assess your case more efficiently once we begin our investigation:

• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or place sports bets?

Thank you very much in advance for your reply.

Karla

Hi,

It is casino games. I originally had a bonus, but played that out and then withdrew 4 different withdrawals before requesting this one that I am still waiting for.

The 4 withdrawals I did received were completed in a slow but still timely manner. This, not so great. We are almost a month out now.

ear RanchAnnie,

Thank you very much for your update and for the additional information.

To help us investigate your case more effectively, could you please send me any communication you have had with the casino regarding your pending withdrawal? This may include emails or screenshots of your live chat conversations.

Additionally, I would appreciate it if you could provide a screenshot showing that your C$1,000 withdrawal is still pending in your casino account.

You can send the documents to karla.m@casino.guru or attach them directly to this complaint thread.

If you have already sent them by email, could you please let me know which email address you used to send them? Alternatively, if you have a complaint or ticket number from your communication with the casino, please share that with me as well, in case I am unable to locate your email using your registered Casino Guru email address.

Thank you very much for your cooperation. I look forward to your reply.

Karla

I have emailed everything to you at the address you requested.

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

Dear RanchAnnie,

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,

Karla