Magius Casino - Pelaajan kotiutus viivästyy vahvistuspyynnön vuoksi.

Hello, I've been waiting at the casino for 18 days, and now they're only asking for verification. I've submitted everything, but I'm still skeptical that they won't pay me my money. They don't respond to emails.

Hallo ich warte bei dem Casino schon 18 Tage und jetzt fragen die erst nach einer Verifizierung. Ich habe alles eingereicht bin dennoch skeptisch das die mir mein Geld nicht auszahlen wollen, auf emails reagieren sie nicht.

Hello,

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 take KYC lightly and it might take a few working days to complete this thorough 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?

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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you for your reply. I sent my driver's license, transaction history from the last 3-6 months, bank account details, and a selfie as proof yesterday.

Danke für ihre antwort. Ich habe als Nachweis gestern meinen Führerschein, transaktionsverlauf von 3-6 monate, bankkontonachweis, selfiefoto gesendet.

Thank you very much for your reply. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear FesiRnB,

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.

I replied to them via email using their link.

Ich habe ihnen über ihren Link geantwortet per Mail.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Magius Casino representative to join this conversation.

Dear Magius Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

Thank you for your message.

We kindly ask you to provide the requested documents with the correct timeframe as previously specified, in order for us to proceed with the verification process.

Please note that we have also sent you an email regarding this matter.

We appreciate your cooperation and look forward to your reply.

Kind regards,

Magius Team

I have sent my bank statements from May 15 to June 30 several times and I don't understand what exactly is wrong that they keep getting rejected?

Ich habe meine Kontoauszüge vom 15. Mai bis 30. Juni schon oft geschickt und verstehe nicht was genau falsch ist, das es immer wieder abgelehnt wird?

Dear player,

Could you please clarify, who is the owner of the mentioned payment method, that has been used for deposit?

Thank you.

My deposits were made through Deutsche Sparkasse. They now want a bank statement from banks that don't belong to me, but rather made withdrawals to me from other casinos: 12.06 Bassbet, 16.06 Funbet, 18.06 Casinolab, and Bankonbet. I request a prompt response.

Meine Einzahlungen waren von der Deutschen Sparkasse. Die möchten jetzt einen Kontoauszug haben von Banken die nicht mir gehören sonderneine Auszahlung an mich getätigt haben von anderen Casinos 12.06 Bassbet, 16.06 Funbet 18.06 Casinolab und Bankonbet. Ich bitte um schnelle Rückantwort.

Dear all,

We appreciate your patience.

We would like to inform you that the account has been successfully verified. Furthermore, we confirm that all withdrawal requests have been completed from our side.

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 FesiRnB,

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,

Mirka