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Subject

Formal Complaint – Confiscation of 17761 NOK Jackpot Winnings

Hello,

I am filing a formal complaint regarding the confiscation of my 17761 NOK winnings at Magius Casino.

While playing on your platform, I won approximately 17761 NOK after triggering a jackpot feature during normal gameplay. After the win, my winnings were removed/confiscated, and I was informed this was related to bonus terms.

I dispute this decision for the following reasons:

I was allowed to access and play the game normally through your casino platform.

At no point was there any clear or visible warning preventing me from playing this game while using the active bonus.

If certain jackpot wins or games are excluded from bonus play, this should be clearly communicated before gameplay begins, not enforced only after a player wins.

Confiscating winnings after a legitimate jackpot hit appears unfair and lacks transparency.

I request the following information immediately:

The exact bonus term or clause allegedly violated

The exact game name and transaction history involved

Evidence showing how the alleged violation occurred

A full explanation of why the winnings were confiscated instead of restricted beforehand

I also request that this case be reviewed manually and fairly. I acted in good faith using the games and features made available to me on your platform.

If this matter cannot be resolved directly, I am prepared to escalate the complaint to:

the relevant licensing authority,

AskGamblers,

Casino Guru,

and other dispute resolution services.

Account information:

Username: [Redacted]

Registered Email: [Redacted]@gmail.com

Amount in dispute: 17 761. 05 NOK

Date of incident: 10.5.2026

I expect a detailed response and supporting evidence regarding this confiscation.

Kind regards,

[Redacted]

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jhabasco18,

Thank you for submitting your complaint. I’m sorry to hear about your experience at Magius Casino. We believe that restricted games for bonus play should be blocked and that this rule should be implemented at the software level—meaning the casino's software or website should prevent players from placing bets on games that are not permitted during bonus wagering. That would be the ideal solution. Alternatively, at the very least, players should be notified when they access a restricted game that it cannot be played while their bonus is active.

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• Do you have access to your gameplay history in your account? If yes, could you please share it with us?
• Could you please confirm whether only the jackpot winnings were confiscated or the rest of your balance as well?
• If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Attila

Dear Jhabasco18,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru