Magnumbet Casino - Player experiences withdrawal delays and verification issues.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Magnumbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Could you please share the most recent submission of the document that was refused?
• Does the casino use a third-party service to conduct the verification, to your knowledge? Which party provided you with feedback that your documents are being rejected?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Thank you for your reply.

Yes, I still have access to my account and I can log in normally.

No, I did not use any bonus. All winnings were obtained from my own deposited funds.

As far as I know, the verification is not done by a third-party provider. There is only a simple upload section inside the account where documents are submitted.

Also, the casino does not inform me by email or notification when the document gets rejected. I only find out after contacting live chat myself. Every time I ask them, they simply tell me that the document was rejected, without providing a clear explanation about the exact issue.

My ID document has already been rejected around 4–5 times, even though I uploaded different photos each time and followed the requested instructions. I was not given a clear explanation about what exactly is wrong with the documents.

I will also send screenshots and emails related to the issue.

Best regards

Dear iordanescum,

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, Romi (romana.r@casino.guru). 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,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Magnumbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Magnumbet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear iordanescum,

We've made multiple attempts to contact Magnumbet Casino regarding your issue, but unfortunately, I haven’t received any response from their side. Without their cooperation, we are limited in what we can do to assist further.

Magnumbet Casino is licensed by the Oficiul Național pentru Jocuri de Noroc (ONJN) - the Romanian regulatory authority. While their website does not provide a direct method for filing a complaint, they do offer an email contact for inquiries. I recommend reaching out to them at autoexcludere@onjn.gov.ro and explaining your situation in detail.

As we’ve been unable to make progress, I will now proceed to close the complaint as unresolved. I understand this is not the outcome you were hoping for, and I truly regret that we could not provide a more satisfactory resolution.

That said, unresolved complaints contribute to a casino’s overall rating on our platform, which may help drive change in their approach. Should the casino decide to engage and respond in the future, we will reopen the complaint and notify you by email.

For future reference, I strongly recommend choosing casinos based on their reviews and ratings to help avoid similar situations.

I'm very sorry we couldn’t be of more help on this occasion.

Best Regards,

Kristina