Magius Casino - プレイヤーの撤退が遅れています。

Hello.

I requested a withdrawal of €500 on June 22, 2025, and another €500 on June 23, 2025. About seven days later, I contacted the chat and was informed that my withdrawal was delayed due to the high volume of withdrawal requests. For about three days, my case has supposedly been given the highest priority by the responsible department and is being processed urgently. Today was my last contact and I was fobbed off with the same messages again. I'm clearly not an isolated case, and I'm hoping for your help.

Hallo.

Ich habe am 22.06.2025 eine Auszahlung von 500€ und am 23.06.2025 eine weitere mit 500€ veranlasst. Nach ca 7 Tagen habe ich den Chat kontaktiert und mir wurde mitgeteilt dass sich aufgrund hohe Auszahlungsanträgen meine Auszahlung etwas verzögert. Seit ca. 3 Tagen ist mein Fall angeblich mit höchster Priorität bei der zuständigen Abteilung und wird dringends bearbeitet. Heute hatte ich den letzten Kontakt und würde wieder mit den selben Texten vertröstet. Ich bin wohl kein Einzelfall und hoffe nun auf eure Hilfe.

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 understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

What types of games did you play?

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,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello.

No, this was the first time I requested a withdrawal.

According to the casino, my profile doesn't require verification. This was also confirmed to me in the chat.

I had a welcome bonus which I successfully used.

I have played various casino slots.

Hallo.

Nein das war das erste mal dass ich eine Abhebung beantragt habe.

Laut Casino benötigt mein Profil keine Verifizierung. Wurde mir im Chat auch bestätigt.

Ich hatte einen Willkommensbonus den ich erfolgreich umgesetzt habe.

Ich habe verschiedene Casino Slots gespielt.

Have you received any updates regarding your withdrawal requests in the meantime? Have you received any of your winnings yet?

I received a payout of €500. I still don't have the other €500

Ich habe eine Auszahlung von 500€ erhalten. Die anderen 500€ habe ich immernoch nicht

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello tomm224,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Magius Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear tomm224,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila