Magius Casino - Отказ игрока от участия в турнире отложен.

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.

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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 [email protected], 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 ([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,

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.