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

Hello, Casino Guru team,

I hereby submit a complaint related to Magius Casino, regarding a withdrawal I made and which has been pending for more than 5 working days.

On July 23, 2025, I requested a withdrawal in the amount of €490 and in the following two days 2 more withdrawals of €500 each, thus making the maximum number of withdrawals until they were processed. According to the casino's policy and usual practices, I expected the payment to be processed within a reasonable period of up to 5 working days. However, as of today (July 31, 2025), I still haven't received the amount in my bank account.

I've already contacted customer service several times, but the answers I get are vague and repetitive, stating only that there are "delays" without providing any concrete forecast or additional information on the status of my withdrawal.

At the moment, I still have around €1900 in balance to withdraw and I simply demand that my funds be paid out as promised and in accordance with the basic rules of transparency and respect for the player.

I would appreciate it if your team could intervene to help resolve this situation as quickly as possible. I can provide proof of withdrawal, bank statements or any other information necessary to support this complaint.

Thank you in advance for your attention and help.

Best regards,

Olá, equipa Casino Guru,

Venho por este meio apresentar uma reclamação relacionada com o casino Magius Casino, relativamente a um levantamento que realizei e que continua pendente há mais de 5 dias úteis.

No dia 23 de julho de 2025, solicitei um levantamento no valor de 490€ e nos dois dias seguintes mais 2 levantamentos de 500€ cada fazendo assim o número máximo de levantamento até serem processados. De acordo com a política do casino e com as práticas habituais, esperava que o pagamento fosse processado num prazo razoável de até 5 dias úteis. No entanto, até à data de hoje (31 de julho de 2025), ainda não recebi o valor na minha conta bancária.

Já entrei em contacto com o apoio ao cliente por diversas vezes, mas as respostas que recebo são vagas e repetitivas, referindo apenas que há "atrasos" sem fornecer qualquer previsão concreta ou informação adicional sobre o estado do meu levantamento.

Neste momento ainda tenho em saldo para levantamento cerca de 1900€ e exijo apenas que os meus fundos sejam pagos conforme prometido e de acordo com as regras básicas de transparência e respeito pelo jogador.

Gostaria que a vossa equipa pudesse intervir para ajudar a resolver esta situação o mais rapidamente possível. Posso fornecer comprovativos do levantamento, extratos bancários ou qualquer outra informação necessária para apoiar esta reclamação.

Agradeço desde já a vossa atenção e ajuda.

Com os melhores cumprimentos,

Dear player,

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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Update:

I've already received my first withdrawal request for €490.

I'm currently waiting for the other 3 withdrawal requests for €500 each

Atualização:

Já recebi o meu primeiro pedido de levantamento no valor de 490€.

Neste momento, estou a aguardar os outros 3 pedidos de levantamento de 500€ cada

Dear player,

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 Dominica,

I've already received 1 payment of €490 and 1 of €500, of this complaint I still need to make 1 payment of another €500 to be settled, but they have complied with the transfers although they always take 1 week.

Thank you.

Olá Domínica,

Já recebi 1 pagamento de 490€ e 1 de 500€, desta reclamação falta me fazerem 1 pagamento de mais 500 € para ficar regularizada, mas têm cumprido com as transferências embora demorem sempre 1 semana.

Obrigado.

Dear player, have you received the last €500 withdrawal as well, or is it still pending?

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

Dear player,

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,

Dominika