The player from Portugal has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.
Magius Casino - Withdrawal of player's winnings has been delayed.
Opened
Current status
Waiting for a delayed payment
3d 7h 20m 10s
Magius Casino
Safety Index 7.4 Above averageCase summary
Discussion
Public
Public
yesterday
Translation
Titã VIP Account Blocked from Withdrawals After Winning a Prize in the World Cup Tournament
Dear Casino Guru Team,
I am writing to formally file a complaint against Magius Casino regarding an unjustified block on withdrawals from my account. I am currently a Titan VIP player (Level 3) on their platform.
On July 21, 2026, I won a prize in a global World Cup Tournament, finishing in a legitimate position. My current active balance is €31,350.31.
Following my victory, my withdrawals were completely blocked by the operator, displaying the message "Withdrawals are restricted by the operator." On July 23, I successfully submitted all my required KYC verification documents (ID card, selfie, proof of address, and my official online banking PDF with IBAN confirmation) directly through the verification section of the website. The platform currently states: "It appears your account does not require verification," which means all files have been received.
According to the casino’s terms and my VIP Manager (Felipe), the standard processing time for KYC and withdrawals is up to 3 business days. This legal deadline has already expired, and my account remains frozen.
On Monday, I contacted Live Chat support, and an agent named Eshal promised that my case had been forwarded to the relevant department as an "absolute priority" and that I would be notified by email. Despite this promise, I have not received any updates or emails, and my balance of €31,350.31 remains frozen.
I have played entirely by the rules, I have no duplicate accounts, and I have kept my balance completely untouched while I wait. I kindly request that Casino Guru intervene to mediate this issue, compel Magius Casino to complete the manual review, lift the restriction, and allow me to begin my daily withdrawals in accordance with my VIP level.
Thank you for your help.
Best regards,
[redacted]
Edited by a Casino Guru admin
Automatic translation:
Public
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yesterday
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.
Public
Public
yesterday
Dear AnaPereira90,
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
