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Delayed withdrawal of 2,422 RON and lack of communication – MagnumBet Romania

I am submitting this complaint regarding MagnumBet Romania because my withdrawal has been pending for an unreasonable period of time.

On 04.06.2026, I requested a withdrawal of 2,422 RON, and it is still marked as pending.

Since 25.05.2026, I have fully cooperated with the verification process and submitted all requested documents. The casino asked for a six-month bank statement, but my bank account was opened only in April 2026. I informed them about this and provided the bank account confirmation together with the full statement available for the entire period. These documents were accepted.

My account is not blocked, and I have not been informed about any remaining verification issues. However, the withdrawal has not been processed.

Customer support only tells me that my case is with the finance department and that the payment will be approved as soon as possible, but they never provide a specific timeframe or explanation. My emails are also left unanswered.

I have screenshots of my withdrawal status, chat conversations, emails, and all submitted documents.

I kindly ask Casino Guru to help me resolve this matter and assist in obtaining payment of my 2,422 RON withdrawal.

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Dear LoTo9IoN4,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you were in contact with casino support regarding the issue? Please forward the most recent chat transcripts or email exchanges to me for review, or post screenshots here. My email is tomas@casino.guru

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,

Tomas

Dear Tomas,

Thank you for your response.

I have never made a successful withdrawal from this casino.

My winnings were not accumulated with the help of any bonus. I played without any bonus.

I will send you the latest chat transcripts, email conversations, and screenshots as evidence. I have been in contact with the casino support multiple times, but my issue has still not been resolved.

Thank you for your assistance, and I hope you can help me resolve this matter.

Best regards.

Dear LoTo9IoN4,

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, Lucia (lucia.s@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 LoTo9IoN4,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Hello Lucia,

Thank you for your message.

At the moment, I have no new updates from the casino. If I receive any new information or correspondence from them, I will let you know immediately.

Thank you for your assistance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear LoTo9IoN4,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the National Office for Gambling Romania (https://onjn.gov.ro, https://portal.onjn.gov.ro) and submitting a complaint to them. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S