Magius Casino - Pelaajan kotiutus on estetty ilman pätevää syytä.

After mh account has been fully verified and I’ve been using this casino for a few months they suddenly placed a withdrawal block and are requiring addition information on my account.

They are unlawfully withholding of my funds and requesting for unverifiable credit card details not associated with my account. At present, they retaining £3,700 of my funds, and my account has been blocked for withdrawals without valid reason or due process.

More alarmingly, I have been asked multiple times to provide card verification for Mastercard 5214 24XX XXXX 5495, a card that does not belong to me and has never been used on your platform. I have never deposited using this card, and cannot provide information on it because I do not and never have owned it. If this card has been associated with my account, that is a major security breach and raises serious concerns of fraud and data manipulation on your part.

their continued insistence on verifying a card that doesn’t belong to me – particularly one used via Apple Pay – is baseless. As my bank has clearly explained, Apple Pay transactions do not expose the actual card number to merchants. Therefore, their insistence on requesting a physical card number is both illogical and a red flag for suspicious activity. My bank has advised me to escalate this as a fraudulent merchant request.

Dear Lulule,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re facing with the blocked withdrawals and the unusual card verification request.

To better understand and address your situation, could you please clarify the following:

• When exactly did the casino first request the card verification for the Mastercard ending in 5495?
• Have you ever used Apple Pay with this casino, and if so, can you share any proof of those transactions (like bank statements showing deposits made to the casino)?
• Did the casino provide any written explanation for why this particular card is linked to your account?
• Have you contacted your bank or card issuer about this issue, and if yes, what did they advise apart from escalating the matter?

If you have any additional emails or screenshots of your communication with the casino that might help clarify this, please feel free to forward them to me directly at petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

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

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

Stay cautious and contact us directly if you have any doubts.

Hi, my account has been made active yay. Just waiting for withdrawals now

Hi, I spoke too soon. They seem to have blocked my account with no ability ti access it now ‘it says it’s under the review’ , I have outstanding balance of £1900 I’m unable to access

So they removed request for a credit card on 13/06. There was no explanation given to why I have been asked CC details in first place or why it was no longer required. I have used Apple Pay Mastercard on a few occasions but not with the card they have asked me for.

they since made me two withdrawals of £1500.

and today on 17/06 I noticed again that my account is now ‘under the review’ with me not even being able to access it, I was about to log in to check status of my withdrawals. I have a balance of £1900 still due to me

Hello,

Thank you very much for keeping us updated. I’m sorry to hear you’re facing yet another issue with your account being placed under review.

Just to make sure I understand everything correctly — you mentioned that after the credit card verification request was removed on 13/06, the casino processed two withdrawals for a total of £3,000. Then, on 17/06, you noticed that your account was blocked again and is now under review, and you still have £1,900 left in your balance that you can’t access.

• Could you please confirm if this is correct?

Thank you in advance for your reply.

Yes that’s correct

this is really concerning as I think they removed my balance manually?

Account remains blocked with no access to funds and no response received from a casino.

Thank you very much, Lulule, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thank you. I hope this complaint is raised soon and that it will help. I still have no access to my accoint or funds since 17/06.

Hello, Lulule,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the user's situation in more detail?

Why has the user's account been blocked/closed, and what happened with the remaining balance?

If we are talking about a breach of the casino's Terms and Conditions and any portion of the winnings/balance was confiscated, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear Branislav,

We are currently gathering the relevant information and supporting documentation in order to provide you with a complete response.

We appreciate your patience as we work to resolve this matter as promptly as possible.

Best regards,

Magius Casino Team.

Dear all,

We apologize for the delay on and kindly inform you that we are currently working on gathering the accurate information regarding this case. Please rest assured that we are addressing the matter with utmost diligence.

Best regards,

Magius Casino Team.

Thank you for your replies and updates, Magius Casino Team.

I am extending the timer once again, waiting for the requested. However, please note I cannot keep the complaint open indefinitely.

Thank you. Looking forward to hearing from you.

Dear All,

We apologize for the delay and kindly inform you that we are currently working on gathering accurate information regarding this case. Please rest assured that we are addressing the matter with utmost diligence.

Kind regards,

Magius Casino Team.

Dear Magius Casino Team,

Please note that 2 weeks have already passed without you providing anything relevant regarding the matter.

I am providing you with the last timer (until Friday next week) to provide the requested. Then, if the casino fails to provide the relevant information/details/possibly supporting evidence, the complaint will be closed as unresolved, which will decrease the casino's safety index on casino.guru.

However, complaint closure may be temporary. If it is closed as unresolved, you can request a reopening anytime in the future.

Thank you for understanding. Looking forward to hearing from you.

Dear all,

Following an internal investigation, we would like to confirm that the customer's account was closed due to multiple chargeback requests. We are currently awaiting the relevant department to provide us with the proof of chargeback from the payment provider's side. Please be aware that this is a breach of our general Terms and Conditions, which state the following:

Clause 9.1: The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...> engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed; <...>

Clause 9.4: Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

We hope this help clarify the matter for you.

Kind regards,

Magius Casino Team.

Thank you for your reply and clarification, Magius Casino Team.

Dear Lulule,

Can you confirm you requested chargebacks for deposits made to Magius Casino?

Thank you.

Dear Lulule,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, we will require full cooperation and the requested information.

Thank you very much, Magius Casino Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru