Magius Casino - O pedido de retirada do jogador está atrasado.

This is the second time I am trying to withdraw. They only allow 3 withdrawal requests and then you have to wait. I have contacted Live Chat several times again on this set of withdrawals and keep getting the same "Thank you so much for being so patient" answer from their agents. Their terms are 3 business days. I am now over 9 days and 6 business days. They have also conveniently downgraded my VIP level since I withdrew the first 3 withdrawals so I cannot request as much this time.

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Hello,

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 within 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.

Best regards,

Tomas

Hi Tomas,

I have submitted my complaint a few days early because of Casino Guru's poor rating of this Casino and the multiple other complaints for the same issue I have been reading about. I'm concerned I will never get my money because this seems to be a more and more frequent occurrence for players and this particular casino. In 3 days, it will be 2 weeks.

Today I want to add that when I tried to go to Live Chat again, they say they are now doing a technical update and cannot check my account. This is 12 days since my withdrawal requests. Every day I check with them and they give me the same generic reply with apologies. (Except today) Still no money in my account. Withdrawal status is still "Under Review" and I have been told many times that all verification is fine, just waiting for the finance team to pay.

Hi Tomas, today is 2 weeks, still nothing.

I've had no response from Casino Guru, are you actively working on this?

Hi,

Can I please get an update on this. We are past two weeks as per your request of waiting. I still have nothing in my account, there is no further updates on my account besides live chat telling me my money is safe and will be processed shortly. And now I have not heard back from you.

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.

Hi Barbora,

As of 4:27 am this morning, I just received 2 of the 3 withdrawals. They still owe me the third of $750. I had been reaching out to live chat every day after the 3 business days payment terms. I had also sent a complaint to their support email with no response there.

Good morning,

The remaining withdrawal was completed early this morning. I now have all my funds requested. Thank you.

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

Dear RanchAnnie,

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