Magius Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

I had to upload documents for verification. I've done this three times already, but nothing has been done with it. I can't withdraw any money either.

Ik moest documenten uploaden ter verificatie. Dit heb ik al 3x gedaan maar er wordt niks mee gedaan. Ik kan ondertussen ook geen geld meer opnemen.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• When did the casino request to undergo the verification process?
• Could you please advise which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Have you received any feedback from the casino?

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

Best regards, 

Natalia

Three weeks ago, I sent proof of my bank account and address. A week ago, everything was open again, and I submitted it again. I haven't heard anything else from the casino.

Ik heb 3 weken terug een bewijs van me bankrekening en van me adres toe gestuurd. Een week geleden stond alles weer open en heb ik dit nogmaals aangeleverd. Verder heb ik van het casino niks meer vernomen.

Dear player, do I understand correctly that you need to upload the documents directly to your player's account on the website? Or were you requested to send the documents by email?

Could you please share the screenshot of the verification tab in your account? Are there any messages or comments?

I need to upload the documents to my player account. However, after four days of uploading them, these actions become available again without further notice from the casino.

mij moet de documenten in mijn spelersaccount uploaden. Echter na 4 dagen als ze geüpload zijn komen deze acties weer open te staan zonder verder bericht van het casino.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Contact with the casino is online via live chat. I don't have any screenshots of this because the screens turn black when I take a screenshot.

het Contact met het casino gaat online met een live chat. Hiervan heb ik geen screenshots omdat het zwarte schermen worden als ik er een screenshot van maak.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Mendyxx,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Magius Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Mendyxx,

Following a review of your account in relation to your concerns, we would want to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

• 5.1 :  You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc. 

Therefore, we kindly suggest you to please upload the requested documents to process with the verification of your account. Once verification process is completed we will make every effort to assist you with your pending withdrawal requests at the earliest opportunity.

We kindly suggest you to please upload the documents in a PDF format, via verification tab from your profile and please make sure you have not edited or modified the document. Please upload the PDF as it is. Thank you!

We are looking forward for your update.

Kind regards,

Magius team.

Dear Mendyxx,

I understand you may feel frustrated about your delayed withdrawal. However, the casino doesn´t have the luxury to see you in person and verify your documents personally, to ensure the funds go to the right owner, I would recommend that you comply with the casino´s request for extra documents for verification.

In case you have any questions, don´t hesitate to contact me. Once you upload all of the documents, please let me know.

I've uploaded these documents four times already, and each time, they're reopened. Furthermore, the casino isn't contacting me. I live with my partner; the house is in his name. I've uploaded a document from the tax authorities that contains my information. I've also uploaded a document from my bank. And these are constantly being deleted. However, there's no option to upload my ID card.

Ik heb deze documenten al 4x geüpload en elke keer komen ze opnieuw open te staan. Verder wordt er ook geen contact onderhouden door het casino. Ik woon samen met mijn partner het huis staat op zijn naam. Ik heb een document geüpload van de belastingdienst waar mijn gegevens op staan. Ook heb ik een document van mijn bank geüpload. En deze worden er continu uitgehaald. Echter staat er ook geen kopje om mijn id kaart te uploaden.

Dear Magius Casino representative,

could you please specify which documents are needed from the player to verify her account?

Dear Mendyxx,

Upon reviewing your account in relation to your concerns, we would want to inform you that in order to proceed with the verification of your account you would have to provide us with ownership of the bank account : NL95RA***6259 where the names and IBAN are visible, and the IBAN to be on the top where your name is and not where the transactions are.

Once again, we kindly suggest you to please upload the documents in a PDF format, via verification tab from your profile and please make sure you have not edited or modified the document. Please upload the PDF as it is. Thank you!

Should you require any additional assistance, please do not hesitate to reach out to our team. 

We are looking forward for your update.

Kind regards,

Magius team.

I've uploaded my bank statement again. I hope you approve it this time, as it's already been five weeks since all this happened.

Ik heb nogmaals mijn bankafschrift geüpload. Ik hoop dat jullie het deze keer goedkeuren want we zijn ondertussen met dit alles al 5 weken verder

Dear Magius Casino representative,

can you confirm that you have received the documents from the player and her account can now be fully verified?

Dear Mendyxx,

Thank you for uploading your bank statement. We are please to inform the rest of your documents has been accepted.

Lastly, we only need you to upload a selfie ID AOS. Described as below :-

Your official government ID + Selfie holding your ID, against our site (our website to be seen in your selfie) (The selfie can be taken with any other device. We only want a clear selfie as per the requirement)

We kindly request that you upload the necessary selfie to complete the verification of your account, enabling us to proceed with your request accordingly.  

We are looking forward for your update.

Kind regards,

Magius team.

Dear Mendyxx,

could you please upload a selfie according to the instructions mentioned above? When you do so, please let us know.

I uploaded it this morning before I received this message. Please verify it as soon as possible.

Ik heb hem vanmorgen geüpload voordat ik dit bericht ontvangen heb. Graag zo snel mogelijk verifiëren

I've uploaded the requested data again, but it's taking a really long time now. I've been waiting for a month and a half now.

Ik heb nogmaals de gevraagde gegevens geüpload maar het duurt nu wel erg lang. Ik zit ondertussen al 1,5 maand te wachten

Dear Magius Casino representative,

could you please confirm that you have received the necessary document from the player and could you please proceed the withdrawal process?

I think it's ridiculous that the casino isn't responding. They say they've paid out, but my account is still under investigation. I feel completely ripped off.

ik vind het belachelijk dat het casino hier niet reageert. Ze zeggen dat ze uitbetaald staan maar in mijn account staat alles nog in onderzoek. Ik voel me echt opgelicht

Dear all,

We truly appreciate your patience.

We would like to inform you that we are currently working on the request with the highest priority.

Best regards,

Magius team

Dear Mendyxx,

We hope you find this message in good health! 

We are glad to inform you that your account was verified on October 21, 2025.

Furthermore, we are also pleased to inform you that your previous pending withdrawals has been successfully processed, and the funds were dispatched from our end on October 23, and October 24, 2025.

The funds may take between 3 to 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

We will make every effort to assist you regarding your pending withdrawals and will provide you with an update at the earliest opportunity.

We sincerely appreciate your patience during this time. Thank you for your understanding. 

Kind regards,

Magius team.

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

Dear Mendyxx,

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,

Jana