Magius Casino - 決済が遅延しているとのクレームがあります。

I made a withdrawal of €500 on November 4th, and after 8 days (not counting weekends), it's still the same. I've contacted them by email, and they always give the same response. I have two more withdrawals of €300 and €200 from November 13th, and a total of €2000 in the account. I'm tired of waiting. Thank you.

Realice un retiro el día 4 de noviembre de 500€ y después de 8 días sin contar los fines de semana sigue igual, me he puesto en contacto con ellos por correo electrónico y siempre contestan lo mismo, tengo dos retiros más de 300 y 200€ del día 13 de noviembre y 2000€ en la cuenta, ya estoy cansada de esperar, gracias

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Dear Leta55,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Good morning, I'm still in the same situation. They keep telling me the same thing: that there are many withdrawals and that they are processing them.

Buenos días sigo igual, me están diciendo siempre lo mismo , que hay muchos retiros y que lo están procesando.

I asked if I needed to verify the account and they told me no, that everything was in order.

Pregunté si tenía que verificar la cuenta y me dijeron que no, que estaba todo en orden

Dear Leta55,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I haven't received anything and there's no news, thank you.

No he recibido nada y no hay ninguna novedad gracias

They just keep giving me the runaround.

No hacen más que darme largas

This is what they replied to me in the last email

Barlo (Magius)

November 18, 2025, 11:06 EET

Hello *********,

Thank you for contacting our customer service team.

We would like to provide you with an update regarding your pending withdrawal requests. First, please accept our sincerest apologies for any inconvenience this delay may have caused. We fully understand how important it is to have timely access to your funds and sincerely appreciate your patience during this process.

After a thorough review of your account, we want to inform you that your first withdrawal request is currently being processed. Once this initial request is completed, your next withdrawal request will automatically advance to the next stage of processing.

This sequential approach is part of our internal payment processing procedures, which are designed to ensure the accuracy and security of all transactions. While we understand that waiting for multiple requests to be completed can be frustrating, we assure you that your funds are safe and that each request will be processed correctly and in the proper order.

Our Finance Team is actively working on all pending withdrawal requests, but due to the high volume of requests, some delays may occur.

If you have any further questions, please feel free to contact us via email. [email protected] or live chat.

Best wishes,

Magius Customer Service

Esto es lo que me han contestado en el último correo

Barlo (Magius)

18 nov 2025, 11:06 EET

Hola *********,

Gracias por ponerse en contacto con nuestro equipo de atención al cliente.

Nos gustaría proporcionarle una actualización respecto a sus solicitudes de retiro pendientes. En primer lugar, le pedimos que acepte nuestras más sinceras disculpas por cualquier inconveniente que esta demora pueda haberle causado. Entendemos perfectamente lo importante que es tener acceso oportuno a sus fondos y agradecemos sinceramente su paciencia durante este proceso.

Tras una revisión detallada de su cuenta, queremos aclararle que la primera solicitud de retiro que envió se encuentra actualmente en proceso. Una vez que esta solicitud inicial haya sido completada y finalizada, la solicitud de retiro siguiente avanzará automáticamente a la siguiente etapa de procesamiento.

Este enfoque secuencial forma parte de nuestros procedimientos internos para el manejo de pagos, los cuales están diseñados para garantizar la exactitud y seguridad de todas las transacciones. Si bien entendemos que esperar a que se completen múltiples solicitudes puede resultar frustrante, le aseguramos que sus fondos están seguros y que cada solicitud será gestionada correctamente y en el orden correspondiente.

Nuestro Equipo de Finanzas está trabajando activamente en todas las solicitudes de retiro pendientes, pero debido al alto volumen de solicitudes, es posible que se presenten algunas demoras.

Si tiene alguna pregunta adicional, no dude en ponerse en contacto con nosotros a través del correo electrónico [email protected] o el chat en vivo.

Los mejores deseos,

Servicio al Cliente de Magius

Good morning, you're not answering me, I don't understand why, thank you

Buenos días no me contestas, no entiendo porque gracias

Dear Leta55,

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, Hadi ([email protected]). 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,

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 Leta55,

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,

Hadi