Magius Casino - Jogador questiona legitimidade e retirada de ganhos.

Hello. I had a big win at a sister casino of MrPunter. The casino is called Magius. I saw that it belongs to the same company, but it is not listed on your site. I want to ask, is it legitimate? Will I receive my money? I haven't violated any terms; I played with the deposit I made and won a large amount. Please help me. Thank you very much.

καλησπερα . εκανα μια μεγαλη νικη σε αδερφικο καζινο του mrpunter . το καζινο λεγεται Magius . ηδα οτι ειναι στην ιδια εταιρια απλα δεν αναγραφεται στο site σας . θελω να ρωτησω ειναι legit ? θα παρω τα χρηματα μου ? δεν εχω παραβιασει κανεναν ορο επαιξα με την καταθεση που εκανα και κερδισα ενα μεγαλο ποσο . βοηθηστε με . ευχαριστω πολυ

Dear sbaralias,

Thank you for submitting your complaint. I’m sorry to hear about the issue you’re facing.

To assist you further, could you please provide the following information?

1. A link to the casino where you won the disputed amount.
2. Confirmation of whether the winnings were accumulated with or without a bonus.
3. Details about the types of games you played.
4. Information on whether you’ve requested a withdrawal of these winnings, and if so, the exact date of your request.

This information will help us understand your case more thoroughly and provide the best possible assistance.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning. I made a deposit of 20 euros but I didn't use any bonuses and I managed to win the money. I only played slots, no live casino, blackjack, etc... the win happened on Saturday when I requested a withdrawal and I'm still waiting ... https://magiuscasino.com/ the page of the site where it redirects you to magius1.com ...

καλημερα σας. εκανα μια καταθεση 20 ευρω αλλα δε χρησιμοποιησα κανενα μπονους και καταφερα να κερδισω το χρηματικο ποσο. επαιξα μονο φρουτακια οχι οχι live casino blackjack Κλπ...η νικη εγινε το σαββατο οπου και ζητησα αναληψη και ειμαι ακομα στην αναμονη ...https://magiuscasino.com/ η σελιδα του σαιτ οπου σε κανει redirect σε magius1.com ...

Thank you for your reply. 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, gameplay investigation, or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.

Dear sbaralias,

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.

Good morning. I have received some of my money and now they are asking me to identify the account. I have sent exactly the documents they asked for and they continue to ask for them over and over again. If they do not identify my account, please intervene so that I can get my money.

καλημερα σας . εχω λαβει καποια απο τα χρηματα μου και τωρα ζητανε να ταυτοποιησω τον λογαριασμο. εχω στειλει ακριβως τα εγγραφα που ζητανε και συνεχιζουν να τα ζητανε ξανα και ξανα . αν δεν μου ταυτοποιησουν τον λογαριασμο παρακαλω πολυ να επεμβειτε ωστε να παρω τα χρηματα μου

Thank you for your reply. Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your identity documents been approved?

Which of your documents are yet to be verified?

When was the last time you communicated with the casino regarding the verification of your account?

Good afternoon. I talk to them every day and they tell me to be patient but it's been a while. They have verified all the documents except for the bank statements where I have sent exactly what they asked for more than ten times.

καλησπερα σας . μιλαω καθημερινα μαζι τους ολο μου λενε να κανω υπομονη αλλα εχει περασει αρκετος χρονος . εχουν επαληθευτει ολα τα εγγραφα εκτος απο τις κινησεις λογαριασμου οπου εχω στειλει ακριβως οτι ζητανε σωστα πανω απο δεκα φορες .

Could you please specify why your bank statements were rejected by the casino?

Have you made sure to upload the bank statements in the correct format?

Is all the necessary personal information visible on the bank statement?

Has the bank statement been issued in the last 3 months?

If you have any communication with the casino customer support regarding the unfinished verification of your account, kindly forward it to me. My email address is veronika.f@casino.guru. Alternatively, you may post screenshots here.

Dear sbaralias,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.