Magius Casino - O levantamento dos prémios dos jogadores está atrasado.

I have made 3 withdrawal requests since 31/08/2025, two for 500 euros and one for 250 euros, but they have not yet been credited to my account. They tell me that account identification is not required in the chat and the withdrawal has been under review for over 10 days.

Έχω κάνει από τις 31/08/2025 3 αιτήματα αναλήψεων δυο ύψους 500 ευρώ και μια ύψους 250 ευρω αλλά δεν έχουν πιστωθεί ακόμη στο λογαριασμό μου. Μου λένε ότι δεν χρειάζεται ταυτοποίηση του λογαριασμού στο τσατ και εδώ και πάνω από 10 μέρες η ανάληψη είναι υπό εξέταση.

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

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

There is no development yet, no takeover has taken place.

Δεν υπάρχει καμία εξέλιξη ακόμη, καμία ανάληψη δεν έχει πραγματοποιηθεί.

Dear player, 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?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

I haven't made any withdrawals yet. It tells me that no verification is needed and I have received the winnings without a bonus. I will send you the screenshots via email.

Δεν έχω κάνει κάποια ανάληψη έως τώρα. Μου λέει ότι δεν χρειάζεται επαλήθευση και έχω αποκτήσει τα κέρδη χωρίς μπόνους. Θα σας αποστείλω κ τα στιγμιότυπα μέσω μειλ

Dear player, could you please let me know if you have received any of the requested withdrawals since your last update?

If not, has there been any change in the status of the withdrawals, or have you received any new information from the casino?

Only one of the three withdrawals has been made and 20 days have passed.

Έχει πραγματοποίηθει μόνο μια από τις τρεις αναλήψεις και έχουν περάσει 20 ημέρες

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Barbora (barbora.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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 Vasd,

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to assist you with your pending withdrawal and will provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Best regards,  

Magius team.

So I will wait for the money to be credited to my account.

Θα αναμένω λοιπόν για την πίστωση των χρημάτων στον λογαριασμό μου

Dear Magius Casino,

Thank you for your prompt response and for looking into this matter. We appreciate your efforts and will be awaiting your update regarding the pending withdrawal.

Best regards,

Barbora

Dear Vasd,

We are pleased to inform you that your withdrawal has been successfully processed, and the funds were dispatched from our end on October 2, 2025.

The funds may take between 3 to 5 business days to reflect in your account; however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

We would also want to inform that at this moment, we do not observe any pending withdrawals or an active balance associated with your account. 

We sincerely appreciate your patience during this time. Thank you for your understanding. 

Our team wishes you all the best for your future activities!

Best regards, 

Magius team.

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

Dear Vasd,

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,

Barbora