Magius Casino - プレイヤーの撤退が遅れています。

Hello, I won a €16,000 prize playing roulette, but when I try to withdraw it, it only allows me to make €500 withdrawals, three times a day. The problem is that I requested the withdrawal on November 3rd, they kept me waiting for a month, and then told me I had to send some information. I sent the information on December 1st, and they still haven't reviewed it. I keep complaining, and the response is always the same. I don't think such a long wait is normal, especially since I've made withdrawals at that casino before without them asking for anything.

Buenas, me tocó un premio de 16.000 en la ruleta al intentar sacarlo solo me deja retiradas de 500 3 al día. El problema es que lo solicite el 3 de noviembre me tuvieron esperando 1 mes y me dijeron que tenía que mandar unos datos. Mandé los datos el 1 de diciembre y aún no lo han revisado. No paro de quejarme y la respuesta siempre es la misma. No veo normal tanto tiempo de espera. Ya q anteriormente he echo retiradas en ese casino sin pedirme nada.

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.

Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please list which documents you used for verification and which format you used?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your recent communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I made a withdrawal of 300 and they sent it to me. Without any hassle about documents or anything.

I used my ID for verification. Now they've asked for my ID again, proof of address, and cards. I sent them a photo.

I accumulated my money by logging in and I won a big prize on one of their roulette wheels.

Si realice un retiro de 300 y me lo mandaron. Sin ponerme pegas de documentos ni nada.

Para la verificación use el DNI. Ahora me han pedido DNI de nuevo, documento de domicilio y tarjetas. Les envié foto.

No mi dinero lo acumule ingresando y me tocó un premio grande en una de sus ruletas.

Dear Pizo15,

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, Barbora (barbora.p@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

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Magius Casino representative to join this conversation.

Dear Magius Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

We apologise for the delay regarding this case, we are currently checking for more information and will update you as soon as possible.

Kind Regards,

Magius

Dear Magius Casino,

Thank you for your message and for acknowledging the delay.

We appreciate you checking the case. Please let us know once your review is completed and kindly provide a clear update regarding the current status of the player’s verification and withdrawal request.

We look forward to your clarification so we can move this complaint forward.

Dear all,

Thank you for your patience during our internal review.

To finalize the verification process, our team requires a valid Proof of Address and copies of the following cards (front and back):

**8014

**5047

Please ensure the middle 6 digits and the CVV code are securely covered, leaving only the first 6 and last 4 digits visible.

We look forward to receiving these documents so we may resolve this matter for you.

I already sent those valid documents and it took you 2 months to tell me that I have to send them again.

Ya envié esos documentos válidos y habéis tardado 2 meses para decirme que tengo q volver a enviarlos.

Dear Magius Casino,

Thank you for your update.

The player states that the requested documents (Proof of Address and the specified card copies) were already submitted previously. Could you please clarify:

• Whether those documents were received and reviewed, and
• If not accepted, the exact reason why re-submission is required.

Given the length of the verification process so far, we kindly ask you to prioritize this review and provide a clear status update, so the complaint can progress.

Thank you for your cooperation.

Yes, please. I want to know why I have to send them again. Anyway, I already sent them again.

Si por favor. Quiero saber el motivos porque los tengo q volver a enviar. De todas formas los volví a enviar

Dear all,

We are currently requesting more details from the relevant department and will get back to you as soon as possible.

Kind Regards,

Magius

Dear Angel,

Thank you for following up. We require further documentation to complete your account verification:

Proof of Address: An original PDF file is required. Please ensure the address and postal code match your account profile, as the previous submission contained a discrepancy.

Virtual Card Proof (**5047): Please provide an original PDF statement or screenshot from your banking portal showing the cardholder’s name and the card expiration date.

Thank you for your cooperation.

Magius Support

I already sent the documents again: 2 official documents in PDF format, the address and the card contract in PDF format, since the bank's app doesn't allow me to take a screenshot.

Ya mandé de nuevo los documentos 2 documentos oficiales en PDF del domicilio y el contrato de la tarjeta en PDF ya que la app del banco no me deja hacer captura.

Dear Pizo15,

Thank you for keeping us updated and for confirming that you have re-submitted the requested documents in PDF format.

We acknowledge your cooperation. At this stage, we will await a confirmation and update from Magius Casino regarding the review of the newly submitted Proof of Address and virtual card documentation, including whether everything now meets their verification requirements.

We kindly ask the casino to review the documents as a priority and provide a clear status update so this case can move forward without further delays.

Thank you for your patience.

They're refusing to accept my address documents again; I don't know what to send anymore. Please give me a solution.

De nuevo no me aceptan los documentos del domicilio, yo ya no sé qué mandar. Darme una solución.

Dear Angel,

We have just received information regarding the documentation you sent. You sent a modified document, please note that we can only accept them when they are original from the source.

Kind Regards,

Magius

I've sent countless documents, and none of them have been accepted. I even resubmitted an original invoice. I think the problem is that my street address sometimes appears as Pedro Cano and other times as Pintor Pedro Cano. If you could correct my address to Pintor Pedro Cano, I could send more documents. I need a solution.

He mandado una infinidad de documentos y no se me acepta ninguno volví a mandar una factura original. Yo creo que el fallo está en que mi calle algunas veces sale como pedro cano y otras como pintor pedro cano. Si podéis modificar mi dirrección y poner pintor pedro cano podría mandar más documentos. Necesito una solución.

Dear Angel,

I have forwarded your concern to the relevant department and will get back to you as possible.

In the meantime what I suggest is to send an utility bill, you can download it in PDF format originaly from their website, usually it is pretty straightforward when you do it this way.

We are doing everything to get this sorted as soon as possible.

Kind Regards,

Magius

The problem is that the invoices come as Pedro Cano the painter, and my profile shows Pedro Cano; that's the mistake.

El problema es que las facturas me vienen como pintor pedro cano y en mi perfil sale pedro cano ahí está el fallo.

Dear Pizo15,

Thank you for your update.

To better understand the situation and assess the casino’s concerns, could you please send us the documents you most recently submitted for verification?

Kindly forward:

• Proof of Address

• Any document the casino claimed was "modified"

Please send them to barbora.p@casino.guru.

This review will help us determine whether there may be a formatting or technical issue contributing to the repeated rejections.

Thank you very much for your cooperation.

If the reason they don't accept it is because my street is Pintor Pedro Cano, 7

And my profile says Pedro Cano, 7. They won't accept it simply because the word "painter" is missing. It's a disgrace.

Si el problema por el que no lo aceptan es porque mi calle es pintor pedro cano,7

Y en mi perfil aparece pedro cano,7. No me lo aceptan simplemente porque falta la palabra pintor. Es una vergüenza

Dear Pizo15,

Thank you for your latest update.

To properly assess the situation and better understand the issue with your address verification, I kindly ask you once again to provide us with the documents you have submitted to the casino.

Please forward the following:

• Your Proof of Address

• Any document the casino claimed was modified / altered

You can send them directly to my email address:

barbora.p@casino.guru

Reviewing these documents will allow us to determine whether the problem is related to formatting, document validity, or the address discrepancy you described (Pedro Cano vs. Pintor Pedro Cano).

Thank you very much for your cooperation.

I understand this process may be frustrating, and I appreciate your patience.

Dear Javier,

I hace received an update from our Verification Department regarding your Proof of Address.

Unfortunately, your document was rejected because it appears to be a scanned copy. Please be advised that we cannot accept scanned images of documents.

To proceed, please provide the original digital PDF version (for example, a PDF downloaded directly from your bank or utility provider’s website).

Once you have the correct file, please re-upload it directly to your account or send it to us via mail or live chat.

Magius

Dear Pizo15,

Thank you for your message, and thank you for providing the documents I previously requested. I confirm that I have received them.

Based on the latest update from the casino, the current issue is not related to the address wording, but to the document format. The casino states that your Proof of Address was rejected because it appears to be a scanned copy, while they require an original digital PDF file downloaded directly from the source.

To proceed, please ensure that the document:

• Is downloaded directly as a PDF

• Has not been scanned, photographed, or converted

• Has not been edited or re-saved

Once obtained, kindly upload the document directly to your casino account or submit it to the casino via email or live chat, as instructed by the casino.

Thank you for your cooperation and patience.

I'm waiting for them to send me the internet bill so I can send it.

Estoy esperando q me manden la factura del internet para mandarla

Dear Angel,

Please upload the document to our platform when you have it so we can proceed.

Kind Regards,

Magius

Dear Pizo15,

Thank you for the update.

Once you receive your internet bill, please upload the original PDF directly to your casino account as requested by the casino. Make sure it is the original downloaded file and not a scanned or edited version.

After you submit it, please let us know here so we can follow up and ensure it is reviewed without further delay.

Thank you for your patience.

I asked about the invoice itself, and it won't arrive until April 4th. I sent them the installation invoice in case it was valid, and they sent it back to me in PDF format.

La factura como tal he preguntado y no me llega hasta el 4 de abril. Mandé la factura de instalación por si valiese me la mandaron ellos en PDF.

Dear Magius Casino,

Thank you for the update.

The player mentioned that the next internet bill will only be issued on April 4. To avoid unnecessary delays in the verification process, could you please clarify whether any alternative Proof of Address document (for example a bank statement or another utility bill downloaded directly in original PDF format) could also be accepted?

This would help determine whether the verification could be completed earlier.

Hi Barbora,

We can accept any utility bill or bank statement in PDF.

Kind Regards,

Magius

Dear Pizo15,

The casino has confirmed that, in addition to the internet bill, they can also accept any utility bill or a bank statement, provided that the document is the original PDF downloaded directly from the source (for example from your bank or service provider’s website).

If you are able to download a bank statement or another utility bill in original PDF format, you may try submitting it to the casino instead of waiting until April 4.

Please let us know if you are able to provide such a document or once you upload it to the casino, so we can follow up on the verification process.

Thank you for your cooperation.

I'm waiting for a response to the PDF document I sent from the internet provider. Until they accept or reject it, I can't send any more documents.

Estoy esperando que me den respuesta al documento q mandé en PDF de la compañía de internet de la instalación. Hasta que no le lo acepten o rechacen no puedo mandar más documentos.

Dear Angel,

Thank you for your patience.

I have requested an update from the relevant department regarding the documentation you provided. Rest assured that I am monitoring the status of your request and will provide you with an update as soon as more

information becomes available.

Kind regards,

The Magius Team

Dear Angel,

To proceed with the verification of your account, we kindly request that you provide a valid Proof of Address document.

Please provide one of the following, issued within the last 6 months:

Utility Bill (Water, Electricity, Gas, or Landline)

Bank Statement

Government-issued document showing your full name and current address

Note: The document must be uploaded in PDF format. Please visit our platform to upload the file so we can finalize your verification.

Kind regards,

The Magius Team

Doesn't the internet bill count either?

La factura del internet no vale tampoco?

It says there that the internet bill is valid. Maybe I installed internet on purpose to verify the account and now you're not accepting it.

ahí indica que sirve la factura de internet. A ver si me he instalado internet a propósito para verificar la cuenta y ahora no me lo aceptais

Dear Magius Casino,

Thank you for your recent response.

The player has pointed out that, according to the information displayed in the verification section of their account, an internet bill should also be accepted as a valid Proof of Address document. The player has shared a screenshot indicating that this option is listed on the platform.

Could you please clarify whether an internet bill issued within the last 6 months and provided as an original PDF downloaded directly from the provider would be acceptable for the verification process?

This clarification will help ensure that the player submits the correct document and avoid any further delays in completing the verification.

Thank you for your cooperation.

I already sent a bank statement. It's a PDF downloaded from the app. Everything is correct.

Ya mande un extracto bancario. En PDF descargado de la aplicación. Todo correcto

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.

The document is still under review. I sent it 7 days ago. I hope it's not rejected because it's the document they requested: a bank statement with my information.

El documento sigue aún en revisión. Lo mandé hace 7 días ya. Lo que espero es que no se rechace porque es el documento q se me ha pedido. Un extracto bancario q aparecen mis datos.

Dear Angel,

Thanks for waiting. Please be advised that we have requested information from the relevant department and will inform you as soon as possible.

Kind Regards,

Magius

Dear Magius Casino,

Thank you for your latest message.

We acknowledge that you have requested information from the relevant department. At this stage, we will await your update regarding the review of the player’s submitted bank statement.

Kindly provide a clear status update as soon as the review is completed so the complaint can progress without further delays.

Thank you for your cooperation.

Barbora, I sent you the document by email. Could you verify that the document is valid in case it was rejected unfairly?

Barbora te envié el documento por email. Podrías verificar que el documento es valido por si me lo rechazaran injustamente?

Dear Pizo15,

Thank you for your message.

Unfortunately, I have not received any document from you yet. Could you please resend it to my email address barbora.p@casino.guru?

Once received, I will review the document from our side and keep it on record in case it is needed during further communication with the casino.

Thank you in advance for sending it again.

Dear all,

I have received an update regarding the documents submitted.

Please be advised that we require a new Proof of Address. As the previous document from a digital bank was not accepted, the player must provide one of the following:

A household utility bill (electricity, water, gas, or landline internet).

A traditional bank statement.

A government-issued document showing your full name and current address.

Requirements: The document must be issued within the last 6 months and uploaded in PDF format.

Kind regards,

Magius

This is unbelievable. You yourselves told me to send a bank statement downloaded from the bank's app, and now it's not valid. It doesn't matter what document I send, you won't accept it. It's unbelievable.

Esto ya es increíble. Ustedes mismos me dijeron que mandara un extracto bancario descargado desde la aplicación del banco y ahora no sirve. Da igual el documento que mandé que no lo vais a aceptar. Es increíble.

Here you can see which documents you told me were valid. Also, the page says it's still being reviewed and updated so they can send the internet bill.

aquí puedes ver cómo me dijiste que documentos eran válidos. Además en la página me sale que aun se está revisando que lo actualicen para mandar la factura de internet

Dear Angel,

Just to confirm, you have a utility bill available to send, correct?

Please keep in mind that we cannot accept mobile phone or mobile internet bills. We can only accept the following documents (issued within the last 6 months):

Household bills: Electricity, water, gas, or landline internet.

Bank Statement: Must be from a physical bank in PDF orginal from the bank APP or letter (not edited not scanned).

We hope to get this resolved for you as soon as possible.

Kind regards,

Magius

It seems my account has been verified because I can make withdrawals. Now I just need to see how long it takes for the payments to arrive. I've been trying to withdraw my money since October. I hope they're quick with the payments.

Al parecer ya se me verifico la cuenta porque puedo realizar retiros. Ahora falta ver el tiempo que tardan en hacerme los pagos. Llevo desde octubre intentando sacar el dinero. Espero q sean rápido en los pagos

Dear Pizo15,

Thank you for your update.

I’m glad to hear that your account appears to be verified and that you are now able to request withdrawals. This is an important step forward.

Please keep us informed once you receive your first payment.

Dear Magius Casino,

Could you please confirm that the player’s verification has been successfully completed and that withdrawals will now be processed according to your standard timeframes?

Thank you both for your cooperation.

Dear Pizo15,

We are pleased to inform you that your account has been successfully verified.

As a gesture of goodwill, we have prioritized your pending withdrawals to be processed ahead of our standard time frames.

Please understand that we are unable to expedite every transaction in this manner, as we must ensure a fair process for all our clients.

Thank you for your continued patience.

Kind regards,

Magius

Dear Pizo15,

Thank you for your update, and thank you Magius Casino for confirming that the player’s account has now been successfully verified and that the pending withdrawals have been prioritized.

This is a positive step forward. Please keep us informed once you receive your first withdrawal and let us know the amount and the date it arrives so we can confirm the payments are being processed correctly.

We will keep this complaint open until the first payment is successfully received.

I've already received three payments of $500. It takes me four days to process each payment. I consider that a normal timeframe.

Si ya recibí 3 pagos de 500. Me tardo en procesar cada pago 4 días. Yo lo veo un plazo normal

Dear Pizo15,

Thank you for your update.

I’m glad to hear that you have already received three payments of €500 and that the processing time of approximately four days per payment currently appears acceptable from your perspective.

Please continue to keep us informed as you receive further payments so we can monitor that the remaining balance is paid accordingly.

Thank you both for your cooperation.

Dear Magius Casino,

Thank you for confirming that the player’s withdrawals were prioritized.

For transparency, could you please clarify whether the current payout pace reflects the player’s selected payment method and your standard processing procedures, considering the €500 daily withdrawal limit?

Dear Barbora,

Please note that the daily withdrawal limit for this account level is €500.

Additionally, the player is permitted to have a maximum of three pending withdrawals at any given time.

Kind regards,

Magius

Dear Pizo15,

Thank you for the update.

Based on the casino’s clarification, the €500 withdrawal limit and maximum of three pending withdrawals are standard for your account level, so the current payout pace appears to follow these rules.

Please continue requesting withdrawals and keep us updated on each payment you receive so we can monitor the remaining balance.

Thank you for your cooperation.

Dear Pizo15,

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.

They're paying me a little slowly, but at least they're paying something.

Me van pagando un poca lento pero de momento algo pagan

Dear Pizo15,

Thank you for the update. We appreciate you confirming that the withdrawals are being processed, even if at a slower pace.

Please continue submitting withdrawal requests according to the casino’s limits and keep us informed about each payment you receive. This will allow us to monitor that the remaining balance is paid in full without unnecessary delays.

We will keep the complaint open for now to ensure the payouts continue as expected.

Dear Pizo15,

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.

I'm still withdrawing for now. It's slow, but they are paying out.

De momento sigo retirando. Va lento pero van pagando

Dear Pizo15,

Thank you for the update.

We appreciate you confirming that the casino continues processing your withdrawals, even if the pace remains relatively slow. At this stage, since the payments are ongoing, we will continue monitoring the situation to ensure the remaining balance is paid accordingly.

Could you please also let us know approximately how much you have already received so far and whether the withdrawals are continuing to arrive regularly?

Thank you for your cooperation and patience throughout this process.