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Unauthorized Reopening of Permanently Self-Excluded Account Due to Gambling Addiction – Request for Refund

Dear Casino Guru Complaint Team,

I am submitting a formal complaint regarding Magius Casino and its failure to uphold responsible gambling obligations.

Background

On 17.07.2025, I contacted Magius Casino and clearly stated:

"I would like to permanently close my account. I have a gambling problem."

This was an explicit disclosure of gambling addiction and a request for permanent closure of my account.

The casino responded under its Responsible Gambling procedures, provided links to gambling support organizations, and asked me to confirm my decision. After I replied "Confirming," my account was permanently closed.

Reopening of the Account

At a later date, the casino agreed to reopen my account after requiring me to sign a declaration stating that I was not addicted to gambling and that I would have no claims against the company.

Despite this declaration, the casino already had clear written evidence that I had previously disclosed a gambling problem and requested permanent closure for that reason.

After the account was reopened, I resumed gambling and lost a total of 3500 PLN.

Why I Believe the Casino Acted Improperly

My complaint is based on the fact that:

1. I explicitly informed the casino that I had a gambling problem.

2. The casino acknowledged this and closed my account under Responsible Gambling procedures.

3. The casino later reopened the same account despite having prior knowledge of my gambling addiction.

4. I incurred substantial losses after the reopening.

I believe the reopening of my account was contrary to responsible gambling principles and that the casino should refund all losses incurred after the account was reactivated.

Casino's Final Response

I submitted a formal refund request to the casino.

The casino issued its final decision and refused any refund, relying solely on Clause 6.6.2 of its Terms and Conditions, which states that deposits used for wagering are not refundable.

However, the casino did not address the central issue of my complaint: the reopening of a permanently closed account after a clear disclosure of gambling addiction.

Requested Resolution

I respectfully request that Casino Guru assist in obtaining:

- A full refund of all losses incurred after my account was reopened: 3500 PLN

- Confirmation that my account is permanently closed and cannot be reopened again

Supporting Documents

I can provide the following evidence:

- My original email stating: "I have a gambling problem"

- The casino's Responsible Gambling response

- My confirmation of permanent closure

- The declaration required to reopen the account

- Evidence of account reopening

- Transaction history showing deposits and losses after reopening

- The casino's final refusal to refund

Thank you for reviewing my complaint and assisting me in resolving this matter.

Kind regards,

Mateusz *****

Poland

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Stay safe.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues, the casino's response, and the communication surrounding the reopening of your account? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you asked the casino to refund due to failed player protection? With what result?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

I sent all the information to tomas@casino.guru

Dear Cortezo,

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, Michal (michal.v@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

Hello Cortezo,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Magius Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Cortezo,

We would like to inform you that we are currently investigating this matter in response to your concerns. 

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

Thank you for being so patient with us! We really appreciate it.

Best regards,   

Magius Casino team.

Dear Magius Casino,

We are waiting to hear from you.

Dear Cortezo,

We sincerely apologies for any inconvenience that may have caused.

We have sent an email to you requesting your bank details to proceed with the refund amount of 3,500 PLN.

Upon receipt of your bank details, we will promptly proceed with the refund amount.  

We look forward to receiving these details at your earliest convenience.

Kind regards,

Magius Casino team.

Dear Magius Casino,

Thank you for the update.

Dear Cortezo,

Please proceed according to the casino's instructions.

Dear Magius Casino.

I sent my bank details by email.

Dear Magius Casino.

I sent my bank details by email.

Dear Magius Casino,

We are waiting to hear from you.

Dear Cortezo,

We have received an update regarding your refund request for 3,500 PLN. 

Unfortunately, we are unable to process this payment because your registered country is Poland, while the bank details provided are for an account in Lithuania.

To proceed, please provide your Polish bank details as per the format requested in our recent correspondence.

We look forward to receiving these details at your earliest convenience.

Kind regards,   

Magius Casino team.

Dear Magius Casino,

I corrected and sent the data to the Polish bank

Dear Cortezo,

Please let me know as soon as you receive your payment. I am looking forward to hearing from you.

Dear Michal, Dear Magius Casino

I'm still waiting for the transfer.

Dear Magius Casino,

Could you tell us the current status of the payment? Did you receive the information from the player?

Dear Cortezo,

We are pleased to inform you that your refund amount of 3,500 PLN, has been successfully processed, and the funds were dispatched from our end on July 2, 2026.

The funds may take between 3 and 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 trust that this information will assist in clarifying the matter for you.  

Our team extends its best wishes for your future endeavors. 

Warm regards, 

Magius Casino team.

Dear Magius Casino,

Thank you for the update and for your cooperation.

Dear Cortezo,

Please let me know when you receive the funds, so I can close this complaint as resolved in our system. I am looking forward to hearing from you.

Dear Michal

The transfer has been made.

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

Dear Cortezo,

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,

Michal