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Madam, Sir,

I am contacting you regarding a serious incident that recently occurred on your platform.

A few months ago, I made a formal request for self-exclusion from your service, due to a proven gambling addiction, from which I still suffer. This request was taken into account after several reminders from me, and resulted in mediation resulting in the partial reimbursement of €5,000, proof that my situation was serious and recognized.

Unfortunately, on June 2, 2025, due to my compulsive disorder and addiction, I created a new account on your platform, using a different email address, but with the same first and last name and personal details. This account was validated and approved by your system, allowing me to deposit and lose the sum of €4,500.

I would like to point out that, according to the obligations incumbent on online gaming operators regarding responsible gaming, it was your responsibility to refuse the creation of this new account, given my previous active self-exclusion. This is a breach of your duty of care, which has had serious financial and psychological consequences for me.

I therefore ask you to kindly:

Reimburse the €4,500 lost as a result of this error,

And to permanently delete any account concerning me on your platform, in accordance with my initial wish to be excluded from the game.

I am prepared, if necessary, to provide supporting documents relating to my initial self-exclusion, as well as details of the two accounts used.

Looking forward to your prompt response,

Thank you for your attention to my request and I remain at your disposal for any further information.

Sincerely,

Nicolas W.

[Email address used for old account] -> [email hidden by Casino Guru]

[Email address used for new account]-> [email hidden by Casino Guru]

Madame, Monsieur,

Je me permets de vous contacter au sujet d’un incident grave survenu récemment sur votre plateforme.

Il y a quelques mois, j’ai fait une demande formelle d’auto-exclusion auprès de votre service, en raison d’une addiction avérée aux jeux d’argent, dont je souffre toujours. Cette demande avait été prise en compte après plusieurs relances de ma part, et a donné lieu à une médiation ayant abouti au remboursement partiel d’une somme de 5 000 €, preuve que ma situation était sérieuse et reconnue.

Malheureusement, en date du 2 juin 2025, sous l’effet de mon trouble compulsif et de ma dépendance, j’ai créé un nouveau compte sur votre plateforme, en utilisant une autre adresse e-mail, mais mes mêmes nom, prénom et coordonnées personnelles. Ce compte a été validé et approuvé par votre système, me permettant de déposer et de perdre la somme de 4 500 €.

Je tiens à souligner que, selon les obligations qui incombent aux opérateurs de jeux en ligne en matière de jeu responsable, il vous revenait de refuser la création de ce nouveau compte, du fait de ma précédente auto-exclusion active. Il s’agit ici d’un manquement à votre devoir de vigilance, qui a eu des conséquences financières et psychologiques lourdes pour moi.

Je vous demande donc de bien vouloir :

Procéder au remboursement des 4 500 € perdus à la suite de cette erreur,

Et de supprimer définitivement tout compte me concernant sur votre plateforme, conformément à ma volonté initiale d’être exclu du jeu.

Je suis prêt, si nécessaire, à transmettre les documents justificatifs relatifs à mon auto-exclusion initiale, ainsi que les détails des deux comptes utilisés.

Dans l’attente de votre retour rapide,

Je vous remercie de l’attention portée à ma demande et reste à votre disposition pour toute information complémentaire.

Cordialement,

Nicolas W.

[Adresse e-mail utilisée pour l’ancien compte] -> [email hidden by Casino Guru]

[Adresse e-mail utilisée pour le nouveau compte]-> [email hidden by Casino Guru]

Dear nicolaswachowski,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

To better understand your situation, please allow me to ask a few clarifying questions:

• Could you please forward the original account closure request you sent to the casino, along with the casino’s response? You can send it to me at veronika.f@casino.guru.
• Was your first account fully and successfully verified?
• When registering both accounts, did you provide the same personal information (full name, date of birth, address, and phone number), with only the email address being different?
• Have you submitted any identity documents for the verification of either account?
• Have you contacted the casino’s customer support regarding your refund request? If so, what was their response?

Thank you in advance for your reply. I hope we’ll be able to help you resolve this matter as soon as possible.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Good morning,

Did you receive my email with the additional information?

Best regards, Nicolas W.

Bonjour,

avez-vous bien reçu mon mail avec le complément d’informations ?

Cordialement, Nicolas W.

Good morning,

• The requested documents have been sent to you by email.
• My first account has been fully verified successfully.
• For both registered accounts, all personal information is identical except for the email address and the payment method for deposits (another personal bank account)
• Customer service has been contacted but I have received no response.

While waiting for your response, I hope you can help me recover this money quickly. It is in the best interest of my mental health and my personal private situation to recover them quickly to forget this whole story...

Sincerely, Nicolas W.

Bonjour,

• les documents demandés vous ont étés transmis par mail.
• mon premier compte a bien été vérifié entièrement avec succès
• Pour les deux comptes enregistrés, toutes les informations personnelles sont identiques à part l’adresse mail et le moyen de paiement pour les dépôts (autre compte bancaire personnel)
• Le service clientèle a été contacté mais je suis sans réponse.

dans l’attente de votre réponse, j’espère que vous pourrez m’aider à récupérer cet argent rapidement, il en va de ma santé mentale et ma situation privée personnelle de les récupérer rapidement pour oublier toute cette histoire …

cordialement, Nicolas W.

Good morning,

I still haven't been self-excluded and my account is still active, I've lost another €500 because the addiction is too strong.

I therefore claim my deposits of €5,000.

I will try to stop playing and depositing while waiting to be banned and refunded.

understand that the addiction is too strong, I am really sick and I would like it to be resolved quickly and above all, that I get my money back... my future and my mental health depend on it...

Thank you for your understanding.

Nicolas W.

Bonjour,

je n’ai toujours pas été auto-exclu et mon compte est toujours actif, j’ai encore perdu 500€ car l’addiction est trop forte..

je réclame donc mes dépôts de 5000€ ..

je vais essayer de ne plus jouer et déposer en attendant d’être banni et remboursé..

comprenez que l’addiction est trop forte, je suis vraiment malade et j’aimerai que ce soit vite résolu et surtout, que je récupère mon argent.. mon avenir et ma santé mentale en dépend ..

merci de votre compréhension.

Nicolas W.

I really want to heal and move on, please help me

J’aimerai vraiment guérir et aller de l’avant, aidez-moi s’il vous plaît

I received this again yesterday, an email to which I replied insistently to be self-excluded and still no news, please, everyone deserves a second chance.

I absolutely need to be reimbursed for my deposits totaling €5,000, absolutely, no more, no less...

On m’envoie cela encore hier, mail auquel j’ai répondu avec insistance pour être auto exclu et toujours pas de nouvelles, s’il vous plaît, tout le monde a droit à une seconde chance.

j’ai absolument besoin d’être remboursé de mes dépôts pour un montant total de 5000€, absolument, ni plus ni moins …

Good morning,

My account is still active following my requests, it is very difficult for me not to play, help me to speed up things to close my account and get reimbursed for the 5000€ euros of deposits I beg you.

Sincerely, Nicolas W.

Bonjour,

mon compte est toujours actif suite à mes demandes, il est très difficile pour moi de ne pas jouer, aidez moi à faire accélérer les choses pour fermer mon compte et me faire rembourser des 5000€ euros de dépôts je vous en supplie ..

cordialement, Nicolas W.

Good morning,

Please help me, the temptation is too strong and my account is still active and I have lost another €500 so I have a deposit of €5500 that I would like to be reimbursed as soon as possible.

Bonjour,

s’il vous plaît aidez moi, la tentation est trop forte et mon compte est encore actif et j’ai perdu encore un montant de 500€ euros donc j’en suis à 5500€ de dépôt que j’aimerai me faire rembourser au plus vite ..

Thank you for your emails and for keeping me updated.

Could you please confirm whether you have completed the full KYC verification process for your second account? Also, have you informed the casino about your gambling addiction and requested the closure of this second account as well? If so, could you let me know exactly when these emails were sent?

Please forward them to me at veronika.f@casino.guru so I can review the details.

Good morning,

Thank you for your message.

The email with the requested information has just been sent to you.

Please help me, I'm in a hole.

Sincerely, Nicolas W***

Bonjour,

merci pour votre message.

le mail avec les informations demandées vient de vous être envoyé.

aidez-moi s’il vous plaît, je suis au fond du trou ..

cordialement, Nicolas W***

Good morning,

My account is verified as you can see.

I send emails constantly, every day to be self-excluded and get my refund but no one answers me.

I would like to recover my deposits quickly, my survival depends on it.

Kind regards, Nicolas W****.

Bonjour,

mon compte est bien vérifié comme vous pouvez le voir.

je fais des mails sans cesse, tous les jours pour être auto-exclu et obtenir mon remboursement mais personne ne me répond ..

j’aimerai récupérer mes dépôts rapidement, il en va de ma survie.

cordialement, Nicolas W****.

Thank you very much, nicolaswachowski, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello nicolaswachowski, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Magius Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with teh ability to register an account despite the previous self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello Matej,

Thank you very much for your intervention.

Kind regards, Nicolas

Bonjour Matej,

merci beaucoup pour votre intervention.

cordialement, Nicolas

Dear nicolaswachowski,

We are sorry to hear about your situation.

Upon checking your account, we noticed it was immediately closed upon your request on the 12 of June in less than 24 hours. At the same time, please note that during your account creation, you agreed to the following Terms and Conditions:

Clause 3.8: Self-exclusion request: you can contact the customer service via e-mail: support@magius.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

Clause 4.1: By opening an account on our Website and by using our Website you warrant that:

<...> you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances; <...>

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

We hope this helps clarify the matter for you.

Best regards,

Magius Casino.

Hello Magius Casino,

Thank you for your reply but you are wrong.

Here is my first self-exclusion request and the only response I received for this account closure.

It took more than a week of waiting to close my account and in the meantime, I deposited a lot of money into it.

You allowed a new account to be created with all my previous personal information and I demand to be reimbursed for all of it, that is to say a total of €5,500.

I am dependent and ill and this is simply an amount that you previously reimbursed me that I would like to recover.

This does not leave any holes or voids in your fund since these are only deposits made with this money previously repaid.

There will be no more accounts created after this, I nevertheless ask you for a good deed on your part and to save someone who is suffering and who is on the road to recovery.

I need to get this money back to get treatment and ensure my mental health survives so I can move forward.

Please allow me to insist on getting back this money that is owed to me and will simply save my life.

Please be human and support this cause which is gambling addiction.

Kind regards, Nicolas

Bonjour Magius Casino,

Merci pour votre réponse mais vous vous trompez.

voici ma première demande d’auto-exclusion ainsi que la seule réponse que j’ai reçu pour cette fermeture de compte.

il aura fallu plus d’une semaine d’attente pour clôturer mon compte et entre temps, j’y ai déposé beaucoup d’argent.

vous avez permis à un nouveau compte de se créer avec toutes mes informations personnelles précédentes et j’exige d’être remboursé de la totalité de ceux-ci, c’est à dire un total de 5500€.

je suis dépendant et malade et il s’agit simplement d’un montant que vous m’avez remboursé précédemment que j’aimerai récupérer.

cela ne fait aucun trou ou vide dans votre caisse vu que ce ne sont que des dépôts faits avec cet argent remboursé précédemment.

il n’y aura plus aucun compte de créé après cela, je vous demande néanmoins une bonne action de votre part et de sauver quelqu’un qui souffre et qui est en bonne voie de guérison.

j’ai besoin de récupérer cet argent pour me soigner et garantir la survie de ma santé mentale pour pouvoir avancer..

permettez-moi d’insister pour récupérer cet argent qui m’es dû et me sauvera tout simplement la vie.

s’il vous plaît, soyez humain et soutenez cette cause qui est l’addiction au jeu.

cordialepent, Nicolas

Dear Magius Casino, while investigating further, I would like to point out that if the player has been able to verify his secondary account with the same credentials as the original one that was closed due to the gambling addiction, the full refund of any and all deposits (minus any withdrawals and winnings) that happened after the verification would be in order.

Dear nicolaswachowski, have you received any confirmation about your original account closure? You stated it took 4 days to get the account closed, the casino says it was done within 24 hours. Seems like someone got it wrong, let's find out who. :)

Dear nicolaswachowski,

Thank you for providing us with your screenshots. We would also want to inform that whenever an email is sent to our support - the customer always receives a confirmation email with the "reference number". Therefore, please also share the reference number from the 2nd and 3rd of June so we can check and help you accordingly.

We appreciate your cooperation!

Best regards,

Magius Casino team

Good morning,

Here is the requested evidence.

Please refund me quickly.

Kind regards, Nicolas

Bonjour,

voici les preuves demandées.

merci de me rembourser rapidement.

cordialement, Nicolas

Dear nicolaswachowski,

Thank you for providing us the relevant screenshots. Please note that this request was sent from an email that is not registered on our site, the relevant department replied according to our procedure, nonetheless closure requests must be sent from the email used to create the account for confidentiality and privacy purposes.

As mentioned on our general Terms:

Clause 3.6: You must maintain your account details up-to-date. You must immediately let us know of any changes in your registration data.

On the email sent, we were not informed of any email changes.

We hope this helps clarify this case for you.

Best regards,

Magius Casino Team.

Good morning,

The email address I used to write to you is the email address for my player account. You are mistaken.

Please resolve this issue once and for all and refund my deposits.

You keep finding excuses, the email is the same there has been NO change of email!

Bonjour,

l’adresse mail avec laquelle je vous ai écris est l’adresse mail de mon compte joueur vous faites erreur.

reglez ce problème une bonne fois pour toute et procédez au remboursement de mes dépôts.

Vous trouvez sans cesse des excuses, l’e-mail est le même il n’y eu AUCUN changement de mail !

Here is the proof!

En voici la preuve !

Dear nicolaswachowski, do you still have the welcome message or "finish the registration" e-mail sent by the system to confirm your e-mail address when you created the account? That would be proof enough that you have not switched the e-mail address. ALternatively, a screenshot of the player profile showing the e-mail address used would do too.

Dear Magius Casino Team, now that you have managed to connect this player to his account, what are the next steps, please?

Hello Matej,

They don't send a welcome email, at least I didn't find one in my mailbox.

However, here is proof of my registration and that I had an account before the account was closed, the bonus emails received by magius with my email address written in the email, as if this email was sent to me and that I had an account is enough!

here it is...

Please pay me back now Magius.

Sincerely, Nicolas Wachowski.

Bonjour Matej,

ils n’envoient pas de mail de bienvenue du moins je n’en ai pas trouvé dans ma boite mail.

cependant, voici une preuve de mon inscription et que j’avais un compte avant que le compte ait été fermé, les mails de bonus reçu par magius avec mon adresse mail écrite dans le mails, comme quoi ce mail m’a bien été envoyé et que j’avais bien un compte suffit !

la voici …

remboursez moi maintenant magius s’il vous plaît.

cordialement, Nicolas Wachowski.

This evidence is sufficient, if I did not have an account with this email address I would not receive these bonus campaigns.

Ces preuves suffisent, si je n’avais pas de compte avec cette adresse mail je ne recevrai pas ces campagnes de bonus.

I also have this as proof!

J’ai également ceci comme preuve !

Dear nicolaswachowski,

After a thorough review of your case, we must inform you that your request has been declined based on a clear violation of our Terms and Conditions. Specifically:

Section 3.2: Your account with the Website must be registered in your own, correct name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts will be considered as 'Duplicate Accounts.' You must not attempt to open a Duplicate Account, including by providing false or alternative credentials.

Section 4.1: By opening an account on this Website, you warrant that you have never previously registered another account or received any money through an account belonging to any other person.

Section 6.6.2: No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

You have acknowledged in writing that you created a second account using a different email address. This constitutes a direct and conscious breach of our Terms and Conditions.

Additionally, we would like to clarify that the email sent on 02.06.2025 came from an address not associated with your original account, which caused a delay in processing your closure request. Despite this, all appropriate actions were taken on our part to restrict your original account and prevent further activity.

However, by actively creating a new account with altered credentials, you deliberately bypassed our controls and violated the Terms and Conditions you previously agreed to. As all necessary actions had already been taken on your original account to prevent further play, the responsibility for circumventing these restrictions lies solely with you. Consequently, no refund can be granted for deposits made via the duplicate account.

We trust this provides clarity and brings the matter to a close.

Kind regards,

Magius Casino Team.

Good morning,

You authorized a new account with the exact same information as my previous account so it's totally your fault.

Matej please help me to restore the truth I beg you..

Best regards, Nicolas

Bonjour,

vous avez autorisé un nouveau compte avec exactement les mêmes informations que mon compte précédent donc c’est totalement votre faute.

matej s’il vous plaît, aidez moi a rétablir la vérité je vous en supplie ..

cordialement, Nicolas

The email address was different but all the rest of the information was the same!

It is your responsibility to refuse a second account with the same information from being created.

furthermore, this in no way excuses the fact that it took over 10 days to close my account after the first request.

Matej, help me please...

L’adresse mail était différente mais tout le reste des informations étaient identiques !

il est de votre responsabilité de refuser un deuxième compte avec les meme informations de se créer.

de plus, cela n’excuse en rien le fait qu’il a fallu plus de 10 jours à clôturer mon compte après la première demande.

matej, aidez moi s’il vous plaît…

During these 10 days I had time to make several large deposits because of my addiction.

Pendant ces 10 jours j’ai eu le temps de faire plusieurs gros dépôts à cause de mon addiction.

Dear Magius Casino Team, while creating secondary account gives the casino all the rights to confiscate any and all deposits, the case of gambling addiction is quite different.

The player states he was able to open a second account with exactly the same credentials as the first one - except changed e-mail address. I have myself checked your registration procedure and it does require to fill out the name, address, DOB and so on. As the player has already an account banned due to the gambling addiction in your casino, this makes the case a quite simple one:

If the player managed to register with the same name, home address and date of birth, as he claims, then we believe this is a system fault on the casino side and all the deposits made to the secondary account should be refunded, minus any winnings and withdrawals made in the meantime.

If the player used different - false - name, address and date of birth, then that would be a direct violation of your T&C regarding secondary accounts and should not be refunded anything. Therefore, I would like to ask you to confirm how did the player manage to create his secondary account, and we can move on from that point. Thank you.

Dear Matej,

We have emailed you with some evidence regarding this case.

Best regards,

Magius Casino Team.

I can confirm reception of the evidence from the casino. It shows the player has used the same credentials for registering the secondary account, which should have been blocked. I have explained to the casino representative the issues this poses, explained our stance, and recommended to fully refund any and all deposits made into the secondary account - minus any winnings and/or withdrawals made before the account got closed.

I will be more than happy to assist the casino in case they would like to make necessary changes within the self-exclusion process, to help them avoid issues like this one in the future.

Dear Magius Casino Team, please let us know of your decision, and we'll continue from there. In case the reply comes to me directly via e-mail, I will post an update here, to keep the player up to date.

To not provide my banking information in public

Pour ne pas fournir mes informations bancaires en public

The email address doesn't go here but you have it.

L’adresse mail ne se met pas ici mais vous l’avez.

Dear nicolaswachowski, I would like to make you aware that this thread is not a live chat messaging platform, and posting every sentence in a new post is considered SPAM. As such, it is against the general rules. In the future, when sending your replies, put as much information into a single post as possible, please. Thank you.

Dear Magius Casino, since the player has agreed to your settlement sum and provided all the required information, please let us know once the payment has been processed on your end. I will keep the complaint open until the player confirms reception, in cease of further issues or questions. Thank you.

Dear nicolaswachowski,

We would like to inform you that we have forwarded your bank details to our financial department in order to proceed with your refund. We appreciate your patience, and we sincerely hope the payment will be completed shortly. 

Once the refund has been processed, we will follow up with you right away to confirm.

Best regards,

Magius Casino Team.

Dear nicolaswachowski, please let me know as soon as you receive the refund, and whether you are satisfied with the outcome. Thank you :)

Hello, the refund has been received, thank you.

Bonjour, le remboursement a bien été reçu merci.

Dear nicolaswachowski, this is fantastic news! :) Can we consider this case being resolved to your satisfaction, and have it closed?

then thank you very much Matej!

pui merci beaucoup Matej !

Dear nicolaswachowski,

I am very happy to hear that your issue has been resolved, and would like to thank Magius Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so you have nothing to lose. :) For maximum security, it is recommended to have a family member or a trusted friend to set the app's password for you.

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru