Magius Casino - O jogador ainda não recebeu os seus prémios.

I had requested the withdrawal earlier and waited almost two weeks without anything happening, even after contacting customer service. So I cancelled the withdrawal and resubmitted it on March 26, 2027!

And they paid out my previous withdrawal to my account, so I don't understand this long wait now.

Ich hätte die Auszahlung auch schon mal früher beantragt und habe fast zwei Wochen gewartet und es kam nichts und auch mit Rücksprache des Kundenservice ist nichts passiert. also habe ich die Auszahlung noch mal abgebrochen u. neu beantragt am 26 .03.27!...

Und zuvor meine Auszahlung haben sie auch auf mein Konto ausgezahlt deswegen verstehe ich dieses lange warten jetzt nicht.

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 dreizehn,

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

Dear dreizehn,

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.

Dear dreizehn,

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.

I still haven't received anything and have been waiting for my money since April 26th.

ich habe immer noch nix erhalten und warte seit dem26.4 auf mein geld

No, I still haven't received anything and have been waiting for my 500 euros since March 26, 2026.

nein ich habe noch immer nix erhalten u warte seit 26.3.2026 auf meine 500 euro

Dear dreizehn, 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've already received a successful payout, which was transferred to my account. I didn't have a bonus active, and according to my profile and customer chat, I don't need any verification. Furthermore, as I mentioned, I've already spoken with customer support and asked why the payout has suddenly stopped or why it's taking so long. I only received the standard answers, just to be patient. Regarding the communication with customer support, I'll have to check if it's still visible somewhere.

Habe schon mal eine Auszahlung bekommen erfolgreich, auch auf mein Konto überwiesen und ich hatte keinen Bonus an und ich brauche auch keine Verifizierung laut Profil laut und laut kundenchat. Des weiteren habe ich wie gesagt mich auch schon mit dem Kundensupport unterhalten und nachgefragt warum auf einmal keine Auszahlung mehr kommt bzw es so lange dauert und da kam halt die Standard Antworten bloß ich soll warten ... Wegen dem geschriebenen mit dem Kundensupport muss ich nachgucken ob man das irgendwo noch sehen kann

I just checked again and unfortunately I can no longer send you the chat history because it was a live chat and once you end the chat, it's gone.

Ich hatte gerade noch mal nachgeschaut und leider kann ich die den verlauf ihnen nicht mehr zukommen lassen weil es Live-Chat war und wenn man den Chat beendet dann ist das weg

Dear dreizehn,

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, Lucia, (lucia.s@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 dreizehn,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Magius Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello, first of all, thank you for your help and I hope we can find a solution. I hope you will keep me updated.

Regards

Hallo erstmal bedanke ich mich dass sie mir helfen und ich hoffe doch dass wir eine Lösung finden können hoffe sie halten mich auf dem Laufenden

mfg

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.

Hello

Due to a technical error, my payout of 500 euros was cancelled on May 4th, 2026...

And in the meantime, 200 euros were paid out to an account. I will request another payment and see what happens. Thank you very much for your efforts nonetheless.

hallo

also auf grund eines technischen fehlers wurde meine auszahlung von 500euro, am 4.5.26 storniert...

und während dessen wurden aber 200 euro auf ein konto ausgezahlt. ich werde nochmal eine neue auszahlung beantragen u schauen was bei raus kommt. trotzdem recht herzlichen Dank für Ihre Mühen

Hello dreizehn,

Thank you for your update.

Please keep me informed if you receive the remaining funds. Unfortunately, as of today, we have not yet received any response from the casino. I will be sure to let you know immediately if there are any changes on our side.

Thank you for your patience.

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 representative,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until dreizehn confirms his withdrawals have been paid out.

Hello dreizehn,

May I ask if there have been any updates? Have the funds been credited to your account?

Hello

Well, I had the money paid out to my boyfriend's account, and it arrived. Kind of stupid, but thanks anyway.

hallo

nja ich hab das geld auf mein freund sein konto auszahlen lassen das kam auch an . voll dumm irgendwie trd danke

Dear dreizehn,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia S

Casino Guru