Magius Casino - Player’s withdrawal has been delayed.

I have a major problem with Magius casino about a month ago. I try to make my kyp to make a withdrawal 4000€ I made. I have passed all the requirements and 20 days now I have stuck at the transaction history. At first they said that the pdf file I send them was not original. After they pass the document authentication they told me that they want a transaction history from another bank account that does not belong to me because that account send me money to my account the same day I made a deposit at their casino. I told them that the owner of this account is not a customer at their casino and also provide them the original authentication document from my bank for this specific transaction to confirm his ID.They ask me to provide them documents that they don’t belong to me and it is illegal for me to ask them and for that reason they paused my kyp. After that communication I haven’t heard anything from them and 3 days now they don’t answer at my emails.

Dear Gerasimos7,

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

I’d like to better understand the situation before we proceed.

• You mentioned that the casino is requesting a transaction history from another person’s account. Could you clarify how much this person sent you and how much you deposited into the casino?
• Was this your first deposit at Magius Casino, or have you played there before?
• It seems that the casino is questioning the source of your funds. To clarify, did the casino specify why they need this additional information?
• Have they provided any clear reason why your own bank authentication document is not sufficient?

If you have any further communication with them regarding this matter, please forward it to petronela.k@casino.guru so we can review it.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello and thank you very much for your help in advance. My friend send me 60€ and I deposit 60€ but my friend have nothing to do with that specific casino.

this was my first deposit at Magius cazino.

No they didn’t tell me nothing to clarify the reason they ask me additional information.

They told me several times that the pdf file of my bank that I send them was modified document. As you can see because I send it also to you the document was just downloaded from my bank application. I didn’t do anything on the file.

I really try to understand what does it mean "questing the source of my founds". I paid by my card,it’s my money. And also just to inform you my friend does not have account at their casino.i have mad through years kyp in 2 foreign casino and 3 Greek. First time in my life a casino ask me why someone send me especially when they don’t have him as a customer. Why they are interested what I am doing in my bank account?I think this is not legal and I can sue them cause I have proofs that they ask personal information for my bank account.

Hello again. I want to inform about an email the casino send me this morning.

Hi Gerasimos7,

Thank you for your reply and for providing additional information.

I completely understand your concerns, and I agree that it is absolutely unacceptable for a casino to request a bank statement from a third party, especially without their consent. Casinos should only ask for documents related to your own account, and not for personal information from others.

In this case, the casino's request could be part of their Anti-Money Laundering (AML) policy. AML regulations require casinos to verify the source of funds for players to ensure that the money being deposited and withdrawn is from legal and legitimate sources. These regulations help protect both the casino and its players from financial crimes, such as money laundering or fraud. However, these checks should always be relevant to your own transactions and not extend to third-party accounts unless there is a specific, legitimate reason.

• To help clarify the situation and move forward, could you tell me how many times your friend has sent you money and what the reason for these transfers was? This information will help us understand why the casino may have made such a request, even if it seems unreasonable.

Please feel free to forward any further communication with the casino to my email (petronela.k@casino.guru), as it will assist us in investigating this matter more thoroughly.

Thank you in advance for your reply and cooperation.

Hello. It is the first time my friend send me money. He send me the money cause earlier that day we went outside to have a dinner with our families and I pay in cash 120€ so he send me half of them.

i can’t believe that we are talking for AML policy for the amount of 60€. You understand that the amount is joke.

also I want to tell what I have to respond to the casino that insists to send them the document of another person otherwise they don’t complete the KYP.

Thank you very much, Gerasimos7, for providing all the necessary information, and I’m sorry for my late reply.

I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru) , who will assist you further. I wish you the best of luck and hope your issue is resolved to your satisfaction as soon as possible.

Hello there,

Thank you Gerasimos7 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Magius Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates under a license that doesn't offer a way to escalate a complaint, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter