The player from Alberta had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. He had faced ongoing issues with document verification, having submitted the required documents multiple times without success. After persistent communication with the casino's support and the Complaints Team, the player's withdrawal was finally received after over a month. The complaint had been marked as resolved by the Complaints Team.
Igrač Alberte je na povlačenje čekao manje od dve nedelje. Nažalost, njihova isplata još nije primljena. Suočio se sa stalnim problemima sa verifikacijom dokumenata, predajući tražene dokumente više puta bez uspeha. Nakon uporne komunikacije sa podrškom kazina i Timom za žalbe, igračevo povlačenje je konačno primljeno nakon više od mesec dana. Žalba je označena kao rešena od strane Žalbenog tima.
Podneo sam zahtev za povlačenje 700 dolara 11. februara. Sledećeg dana su mi zatraženi dokumenti za verifikaciju, dokaz o ID-u transakcije adrese i čak sam morao da pokažem sliku koja drži moj ID i drži uređaj sa sajtom kazina koji je vidljiv sve na jednoj fotografiji. (Čudno) pa pošto sam otpremio sve to, moj dokaz o adresi i transakciji se stalno odbija čak iako sam morao da pozovem svoju banku i da napravim poseban obrazac za zahtev za koji sam čak morao da platim da uradim, ali obrazac prikazuje moje transakcije iz načina plaćanja koji se koristi u kazinu od datuma 11. januara/11. februara kako je traženo. Ali svaki put kada se prijavim i otprilike svaki ceo dan pokazuje da moram ponovo da otpremim adresu i istoriju transakcija iznova i iznova kontaktiram podršku putem ćaskanja uživo i e-pošte i više ne dobijam odgovore iz e-pošte i ćaskanje uživo mi svaki put kaže da sačekam i da neko odeljenje to istražuje, ali niko mi nikada ne odgovara Vidim da sam izgubio loše kritike i niske ocene sa ovom veb lokacijom za igru Verujem da je ova igra počela.
Takođe sam tražio transkripte iz evidencije ćaskanja uživo i rečeno mi je da će biti poslani e-poštom i to se nije dogodilo. Napravio sam snimke ekrana poslednjeg ćaskanja uživo koji sam postavio
I submitted a $700 withdrawal claim on February 11th I was asked for my verification documents the next day, proof of address transaction id and I even had to show a picture holding my id and holding a device with the casino site visible all in one photo. (Weird) so since uploading all that my proof of address and transaction keeps getting rejected even tho I had to call my bank and have a special request form made that I even had to pay for to do but the form shows my transactions from the method of payment used with the casino from the dates Jan 11/ feb 11 as asked. But everytime I log on and about every full day or so it shows I need to re upload the address and transaction history again and again I contact support through live chat and email and I don’t get reply’s from the emails anymore and live chat just tells me everytime to wait and that some department is looking into it but no one ever responds to me I see lost of bad reviews and low scores with this game site and I’m starting to believe it’s a scam.
Also Iv requested transcripts from the live chat records and was told they will be sent by email and that hasn’t happened I did take screenshots of the last live chat tho which I uploaded
Dear mike589111,
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
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.
Hvala vam na povratnim informacijama.
Želeo bih da istaknem da sam dostavio verifikacione dokumente, pažljivo sam pročitao uslove šta je prihvatljivo u vezi sa ovim dokumentima. Morao sam da ih otpremim sada pet puta. Zato što se svaki put kada se prijavim moj nalog prikazuje kao da ih nikada nisam otpremio. Čak sam im poslao e-poštu za podršku i ovo se nastavlja iznova i iznova. Ne razumem zašto kada pitam šta toliko traje, kažu da treba da verifikuju moje dokumente, ali svaki put kada se prijavim moram da ih postavljam iznova i iznova.. danas je 12. dan od zahteva za povlačenje pa se nadam da ću dobiti odgovor u naredna dva dana jer će biti 14 dana od tada
Thank you for your feedback.
I would like to point out that I have provided the verification documents I had carefully read the requirements of what is acceptable in regards to these documents. I have had to upload them now five times. Because each time I login my account shows as if I never did upload them. I have even emailed them to support and this keeps going on over and over again. I don’t understand why when I ask what is taking so long they say that they are needing to verify my documents but yet every time I logon I’m required to upload them again over and over again.. today is the 12th day from requesting my withdrawal so I hope I get an answer within the next two days as it will be 14 days then
Zdravo, upravo sam završio sa razgovorom sa podrškom i rečeno mi je da još uvek moram da predam svoju istoriju transakcija, a dokaz o adresi. Podneo sam ove informacije nekoliko puta i iz nekog čudnog razloga ne mogu da vide da sam to uradio svaki put kada ih pitam, ponašaju se kao da nikada još nisam podneo te obrasce. Naterao sam svoju banku da mi napravi bankovni izvod koji pokazuje od 11. januara do 25. februara kao što je od mene traženo .i ta izjava pokazuje transakciju koju sam napravio, a to je depozit u kazino koji je od mene zatražen da uključim. Potpisan je sa datumom i pečatom poslat mi je pdf iz moje banke. Zatim sam im to otpremio bez da sam ga na bilo koji način menjao. Učinio sam to nekoliko puta putem e-pošte putem ćaskanja uživo preko veze za verifikaciju na sajtu. ovi obrasci su razlog zašto još nisam primio svoje povlačenje i ne znam na drugi način da im pokažem da sam ih otpremio. Poslao sam im bilo koji mogući način na koji znam kako da im ih pošaljem. Ne znam šta da radim.
Hello, so I have just got done with talking to support and I am being told that I need to submit my transaction history still, and my proof of address I have submitted this information a number of times now and for some odd reason, they are unable to see it that I have done so each time I inquire they act like I have never submitted those forms yet. I have had my bank make me a bank statement showing from Jan 11/25 to feb 11/25 like Iv been asked for .and that statement shows the transaction that I made which is a deposit to the casino that I been asked to include. It’s signed dated and stamped sent pdf from my bank to me. I then uploaded that to them without modifying it in anyway I have done this a number of times through email through live chat through the verification link on the site these forms are the reason why I have not received my withdrawal yet and I don’t know any other way to show them that I have uploaded these. I have sent them any possible way that I know how to send them to them. I don’t know what to do.
Dear mike589111,
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.
zdravo i hvala vam što ste dosledni i pouzdani u ovom procesu. Voleo bih da imam dobre vesti, ali ne.. Od mene se i dalje traži da priložim dokumente iznova i iznova, kao da nestaju u vazduhu svaki put kada ih postavim na svoj profil na sajtu igre. Ne dobijam nikakve druge informacije i kada pokušam da se javim da li je to ćaskanje uživo ili imejl, a onda moram svaki put da otpremim svoje dokumente. Dokumenti su bili fizički komadi pošte izvod iz banke izvoda kreditne kartice. Čak sam poslao T4 sa adresom samo da vidim da li bi to nešto promenilo dokument istorije transakcija koji je kreirala moja banka za ovu situaciju jer su od mene tražili datume koje još nisam primio na svom izvodu pa su mi ljubazno napravili poseban obrazac koji pokazuje traženi vremenski period od traženog metoda depozita koji prikazuje sve tražene transakcije od vremena do isteka. (od 11/25. januara do 25. februara) tako da ne znam šta drugo mogu da uradim sa svoje strane jer nastavljam da ih pitam zašto ne mogu da vide moje otpremanje. Sve što mogu da uradim je samo da ga postavljam iznova i iznova i ne znam kako bih drugačije postavio datoteku direktno na ćaskanje uživo. Poslao sam datoteke e-poštom. Samo ne znam šta će još funkcionisati, a oni mi samo nastavljaju da mi govore da im nisam poslao, zaista ne razumem. Hvala vam i molim vas da me odmah obavestite ako treba da pružim bilo koju drugu informaciju kako bih to mogao da uradim što je pre moguće kako bih se nadam da bih mogao da rešim ovo i da provedem 14 dana. Igram na mnogo sajtova i nikada ne čekam ovoliko nikada nikada nisam imao ovakvih problema sa verifikacijom
hi and thank you for being consistent and reliable with this process. I wish I had good news, but no.. I continue to be asked to produce the documents over and over again it’s like they vanish into thin air every time I upload them on my profile on the game site. I don’t get any other information and times I try reaching out weather it live chat or email other then I have to upload my documents every time. The documents have been physical pieces of mail a credit card statement of bank statement I even sent a T4 with the address on it just to see if that would change anything the transaction history document has been created by my bank for this situation because I was asked to provide dates that I had not yet received on my statement so they kindly made me up a special form showing the required time period from the required method of deposit showing all the transactions in and out from the asked period of time. (Jan 11/25 to feb 11/25) so I don’t know what else I can do on my part because I continue to ask them why they are unable to see my uploads. All I can do is just upload it over and over again and I don’t know how else I’ve uploaded the file directly onto the live chat I’ve sent the files email. I just don’t know what else will work and they just keep continuing to tell me that I have not sent them I really don’t understand. Thank you and please let me know right away if I need to provide any other information so I can do so as quickly as possible so I can hopefully get this resolved and spend 14 days now I play a lot of sites and never do I ever wait this long never do I ever have issues like this with verification
Zdravo mike589111,
Da li ste pokušali da prosledite dokumente njihovoj podršci putem e-pošte umesto da ih otpremite na svoj kazino nalog?
Ako ne, pokušajte to da uradite i obavestite nas o ishodu.
Radujemo se Vašem odgovoru.
pozdrav,
Nick
Hello mike589111,
Did you try to forward the documents to their e-mail support rather than uploading them to your casino account?
If not, please try to do it and let us know the outcome.
Looking forward to hearing from you.
Regards,
Nick
Da jesam. Dva puta sam ih poslao putem e-pošte i dobro sam ih postavio na ćaskanje uživo sa predstavnikom Magiusa koji je prisutan u realnom vremenu. I ja sam to radio u više navrata.
Yes I have. I had sent them via email twice and I have uploaded them well on live chat with a Magius representative present in real time. I have done that on multiple occasions also.
Hvala mike589111 za sve date informacije. Sada ću vašu žalbu proslediti mojoj koleginici Nataliji ( natalia.b@casino.guru ) koji će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
pozdrav,
Nick
Thank you mike589111 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Dragi mike589111, upravo sam pregledao vaš slučaj i žao mi je što se suočavate sa ovim izazovom verifikacije. Ja ću se obratiti kazinu i videti šta se može učiniti da vam pomogne kada mi odgovore.
Dragi Magius Casino, želeo bih da vas pozovem da se pridružite ovom razgovoru i pomognete nam u rešavanju žalbe igrača. Da li biste mogli da podelite više informacija u vezi sa slučajem? Konkretno, molimo vas da potvrdite da li ste primili sve tražene dokumente od igrača. Prema mike589111, dokumenti su otpremljeni na ovaj nalog i poslati na vašu e-poštu.
Radujem se što ću čuti od vas. Ako imate bilo kakav dokaz, pošaljite ga na moju e-poštu na natalia.b@casino.guru .
srdačan pozdrav,
Natalia
Dear mike589111, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply.
Dear Magius Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, please confirm if you have received all the requested documents from the player. According to mike589111, the documents were uploaded to this account and sent to your email.
I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.
Kind regards,
Natalia
Zdravo Natalia.
Bio sam u kontaktu sa live chat-om rekao bih oko 15 puta u poslednjih mesec dana i svaki put kada mi se jedino traži da pošaljem 2 dokumenta na verifikaciju, moju adresu i istoriju transakcija, poslao sam im svoju adresu u obliku bankovnog izvoda, izvod kreditne kartice svoj t-4 od vlade za porez na prihod, sve sa mojom adresom na njoj i fizičke kopije. Pokušao sam da pošaljem preko svog profila, putem e-pošte za podršku, preko alternativne kic e-pošte na koju su tražili da pošaljem. Čak sam i otpremio svoje dokumente tokom ćaskanja uživo dobro razgovarajući sa predstavnicima sajta. Tako da smatram da je skoro nemoguće da mogu da kažu da ih nisu videli, ponašaju se kao da nisam ni jednom pokušao da ih otpremim, iako sam to uradio oko 2 tuceta puta. To su ispravni dokumenti iz pdf-a moje banke i snimci ekrana kao što je navedeno i mogu ih poslati. Moja istorija transakcija je od tada prihvaćena, ali moja adresa još uvek nije, smešna stvar je što moj dokument o transakciji koji je prihvaćen ima moju adresu koju tražim. Kako to ima smisla hvala vam što ste mi pomogli i nadam se da ću konačno ovo ostaviti iza sebe i dobiti svoj novac koji sam s pravom osvojio.
Hello Natalia.
I have been in contact with live chat I would say about 15 times in the last month and every time the only thing I get asked is to send in the 2 documents for verification, my address and transaction history, I have sent them my address in form of bank statement, credit card statement my t-4 from the government for income taxes all with my address on it physical copies as well. Iv tried sending via my profile, through support email, through a alternative kyc email they requested I send to. I even uploaded my documents during live chat well speaking with representatives from the site. So I find it almost impossible that they can say they haven’t seen them, they act as if I have not once even tried uploading them even tho Iv done so about 2 dozen times. They are correct documents strait from my bank pdf and screen shots as specified I could send them as. My transaction history has since been accepted but my address still hasn’t, funny thing is my transaction document that was accepted has my address on it that there looking for. How does that make any sense thank you for helping me and I hope to finally put this behind me and just get my money I rightfully won.
Takođe imam poslate mejlove ako treba da ih vidite
Also I have the sent emails if you need to see them
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.
zdravo Natalija, poslao sam ti nekoliko e-poruka sa nekim fotografijama datoteka i snimaka ekrana, zajedno sa prosleđenom kopijom razgovora putem e-pošte koji sam vodio sa članom podrške koji predstavlja maguis, nadam se da će to malo više pomoći u razumevanju moje situacije
hello Natalia I have sent you a couple emails with some photos of files and screen shots along with a forwarded copy of a email conversation I had with a support member representing maguis I hope that helps a little bit more with understanding my situation
Dragi mike589111, hvala vam na vašim mejlovima, primio sam ih.
Takođe sam kontaktirao predstavnika kazina i podelio vaše podatke kako bi mogli da provere vaš nalog. Nadamo se da ćemo se uskoro čuti od njih.
Dear mike589111, thank you for your emails, I received them.
I have also contacted the casino representative and shared your details so they can check your account. Hopefully, we will hear back from them soon.
Od jutros sam konačno primio svoje povlačenje. Nisam siguran da li je podnošenje ove žalbe imalo ikakve veze sa tim, ali hvala vam Natalija i Nik i ko god da je bio uključen, trebalo je više od mesec dana, ali upornost se isplati i konačno sam to dobio. Čuvaj se
As of this morning I finally received my withdrawal. I’m not sure if submitting this complaint had anything to do with it but I thank you Natalia and nick and whoever else may of been involved, it took well over a month but persistence pays off and I got it finally. Take care
Poštovani mike589111,
Drago nam je da čujemo da je vaš problem rešen. Označićemo žalbu kao „rešenu" u našem sistemu. Cenimo vašu saradnju i potvrdu. Ako ikada naiđete na probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, slobodno se obratite našem Centru za rešavanje žalbi. Tu smo da pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam veoma zahvalni ako biste odvojili trenutak i podelili svoje iskustvo sa našim uslugama na Trustpilot https://vvv.trustpilot.com/evaluate/casino.guru. Iskren pregled, zajedno sa svim predlozima za poboljšanje, bio bi od neprocenjive vrednosti. Vaše povratne informacije mogu pomoći drugima koji možda razmišljaju da nas kontaktiraju za pomoć u vezi sa problemima vezanim za onlajn kazino.
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Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Natalia
Casino.Guru
Dear mike589111,
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,
Natalia
Casino.Guru
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
