Magius Casino - Pelaajan varat on takavarikoitu.

At the MAGIUS casino I bought the free spins option. The first one was €200, which had a server failure and asked me to reload the game. When I did, all the money had disappeared. The second one, for €150, in which I was winning money, at least €200, and the same thing happened, when I reloaded again...no winnings nor the amount of €150 that I had played.

I have contacted them and they tell me that they have paid it, but I have nothing and they have not shown me any proof. I feel robbed and scammed.

En el casino MAGIUS compré la opción de tiradas gratis. La primera de 200€, que tuvo fallo de servidor y me pedía que recargara el juego. Cuando lo hice había desaparecido todo el dinero. La segunda , por 150€ , en la que iba ganando dinero, como mínimo 200€ y pasó lo mismo, cuando volví a recargar...no ganancias ni el importe de 150 que me había jugado.

He contactado con ellos y me dicen que si lo habían abonado, pero no tengo nada y no me enseñan pruebas. Me siento robado y estafado.

Dear Gunder78,

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

Could you please forward any relevant communication along with your game history in Excel format to dominika.l@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

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

Best regards,

Dominika

Dear Gunder78,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.