Magius Casino - O jogador afirma que o seu pagamento foi atrasado.

There's a promotion where you collect cards that you buy with coins. I've collected all 10 circus cards. The problem is that the promotion isn't being marked as completed, and casino support is ignoring me.

Hay una promoción que consiste en coleccionar cartas que vas consiguiendo con monedas. He coleccionado las 10 cartas del circo. El inconveniente es que la promoción no se actualiza como completada y soporte del casino me ignora.

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Dear Eva000,

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

Hi, I wanted to let you know that this promotion automatically credits the bonus once you complete the 10 cards. I know this because I completed two previous promotions. This time, the amount is higher, and strangely, it's stuck. Support isn't responding, and the managers aren't crediting me any kind of bonus... Basically, I'm being punished for reporting them.

Hola quiero indicarte que está promoción cuando se completa las 10 cartas se acredita se manera automática, lo se porque completé 2 anteriores. En esta el importe es mayor y curiosamente se quedó bloqueasa. Soporte no contesta, gestores no me acreditan bono de ningún tipo... Vamos que estoy "castigada" por denunciarles

Dear Eva000,

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.

Hi, there's no news.

Hola, no hay novedad.

Dear Eva000, thank you for your response. 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, 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.

Karla

I'm not requesting a refund. I'm requesting a refund for a promotion. It involves collecting cards. In this case, I'm requesting a refund for the Circus card promotion. The 10 cards are purchased with coins, and once you have them all, €200 is credited to your player account. I have all 10 cards, but the refund hasn't been credited to my account.

This is what I'm demanding.

I've never withdrawn anything. I wasn't playing with bonuses... In short, it's not a withdrawal to my bank account. It's a winnings that I never received in my player account.

No reclamo una retirada. Reclamo en este caso una promoción. Consiste en coleccionar cartas. En este caso lo que reclamo es la promoción de cartas del circo. Las cartas que son 10 se compran con las monedas y cuando tiene todas se acredita 200 euros en la cuenta del jugador. Yo tengo las 10 pero no sé acreditó en mi cuenta de jugador.

Esto es lo que reclamo.

No he retirado nunca. No estaba jugando con bonos... En resumen no es una retirada a mí cuenta bancaria. Es una ganancia a mí cuenta de jugador que nunca llego.

Dear Eva000,

Thank you for your clarification.

To better understand your situation, I would like to ask a few additional questions regarding the cards and the promotion itself.

Could you please confirm whether these "Circus cards" are part of a specific bonus or promotional campaign within the casino?

Were the coins used to purchase the cards obtained through regular gameplay, or were they part of any bonus, free spins, or promotional offer?

Also, could you clarify if collecting these cards is directly tied to playing specific casino games, or if it is a separate feature within the casino (for example, a loyalty or in-platform promotion)?

Additionally, if you have any terms or description of this promotion available (for example, rules shown in the casino or screenshots), please share them with us, as this will help us assess whether the reward should have been credited automatically.

Thank you very much in advance for your cooperation. I look forward to your reply so we can proceed further with your case.

Karla

Hello!

The circus cards are part of the COLLECTIONS promotion.

Coins are obtained by depositing and playing, nothing more.

This promotion is available to all players.

I'm sending you the screenshots again... It should have been credited automatically, but it got "stuck" on letter 9... Even though I have all 10, it's not updating

Hola!

Las cartas del circo están dentro de la promoción COLECCIÓNES.

Las monedas se consiguen depositando y jugando sin mas.

Está promoción esta disponible para todos los jugadores.

Te vuelvo a pasar las capturas de pantalla... Se tenía que haber acreditado automáticamente pero se quedó "bloqueada" en la carta 9... A pesar de que tengo las 10 no se actualiza

Good afternoon,

The circus cards promotion was not added to my account and I've been waiting for a month.

This week the promotion of 100 free spins with a deposit of 100 euros was not credited.

The 100% casino bonus was not credited

The 75% bonus was not credited

My weekly Level 3 cash bank balance hasn't been credited either, and no one is responding to my emails. I should clarify that I deposited €699 this week.

The treatment was absolutely humiliating. I am putting all of this in the hands of my lawyer and the Spanish authorities.

This casino stated unequivocally that it is an absolute SCAM.

Buenas tardes,

La promoción cartas del circo no se agregó a mi cuenta y llevo esperando un mes.

Esta semana la promoción de 100 tiradas gratis con deposito de 100 euros no sé acreditó.

No sé acreditó el bono casino 100 %

No sé acreditó el bono 75 %

Y tampoco se acredita mi caskbank semanal nivel 3 ni nadie responde a mis correos. Puntualizo está semana deposité 699 euros.

El trato absolutamente vejatorio. Pongo todo esto en manos de mi abogado y en manos de las autoridades Españolas.

Este casino afirmó rotundamente que es una absoluta ESTAFA.

Dear Eva000,

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, Peter Č., peter.c@casino.guru. 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,

Karla Mayfly

Hello there,

Thank you Eva000 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Magius Casino for their help in resolving this complaint. We would like to know what the issue is with the promotion and what we can do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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

Dear Eva000,

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,

Peter