Magius Casino - Игрок еще не получил свой выигрыш.

At 12 October i submitted a 500€ withdrawal, at 13 October another 500€ and at 14 October another 500€. Until today 25 October none of these withdrawals have completed. I have contacted many times the support and every time they tell me something different. One time that they have a huge amount of withdrawals to process, the other time that the financial team face some struggles but my money is secured and that i need to wait more.

Also i have read in some threads here that some people who submitted their withdrawals later than me, they have finally taken their money. I don't know what else to do. Please help!

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.

Dear ChrisGmt,

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

Today is the 14th day since i requested the withdrawal. There is no KYC demanding. And the withdrawal is still processing.

How long am i supposed to wait? It's 2 weeks. And also as i write, i saw in other complaints about the same Casino, that people with delayed withdrawals who submitted their withdraw after than me, their withdrawal finally completed earlier than mine. Is this normal? I don't think so..

Please help me! I don't need another one to tell me to be patient forever, as their support does.

Dear ChrisGmt,

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.

Hello!

I inform you that untill now i haven't received my withdrawals. I contacted again today the support and they say again the same thing: to wait and they will inform me when they complete the process.

They say it every time and nothing happens after that. Thank you for your help!

Dear ChrisGmt, 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 whether you have contacted the casino, to make sure that no KYC verification is needed?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Hello!

Thank you for your response.

I have made more than one successful withdrawals in the past.

No KYC is required and it is clearly writen in the verification section in my account as you can see in the screenshot. All my winnings were without any active bonus. I post also screenshots from my latest communication with the live support.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Karla ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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 ChrisGmt,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Magius Casino into this conversation.

Dear Magius Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request with the highest priority.

Best regards,

Magius Team

Dear Magius Casino,

Thank you very much for your quick response and for looking into this matter with priority. We appreciate your cooperation and attention to the player’s concern.

Dear ChrisGmt,

Thank you for your continued patience while the casino reviews your withdrawal request. We understand this delay can be frustrating and appreciate your cooperation throughout the process.

We’ll keep monitoring the situation and update this thread once new information becomes available.

Best regards,

Karla

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

Dear ChrisGmt,

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,

Karla