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I am submitting this complaint regarding a withdrawal request made 11 days ago at Magius Casino. While the casino's stated policy for withdrawals is 3 business days, my request has remained in "processing" for over a week beyond that window.

I have been a loyal player at this casino for over two years and have successfully completed two previous withdrawals without issue. My account is fully verified, and I have not used any active bonuses that would complicate this transaction.

I have contacted customer service daily for the last 7 days. Each time, I am told the payment is "processing" and that my funds are safe, but the staff refuses to provide a specific timeline or an explanation for the delay. At this stage, the casino is failing to fulfill its own terms and conditions regarding payment windows. I am requesting that Magius Casino finalize the processing of my funds immediately.

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Dear UnicornHunter,

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 UnicornHunter,

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.

Issue has not been resolved this was my message today and there response!

Customer Support

am following up on my withdrawal request submitted 14 days ago. I have been repeatedly told by support agents that the request is in its 'final stages,' yet there has been zero movement for two weeks.

​As a loyal customer of several years with a verified account, the 'backlog' explanation is no longer acceptable for a process that typically takes three days. Please escalate this ticket immediately to a supervisor or the finance department manager. I am requesting a firm date for the transfer and a transaction ID once it is processed. I expect a response that is not a template script.

Chat started

Sabrina joined the chat

Sabrina

Hello! Welcome to Customer Support Service!

My name is Sabrina and I will be assisting you today.

Let me review your question. Please bear with me for a few minutes.

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Thanks

Sabrina

Looks like I will need a few more minutes to check this for you. I appreciate your patience.

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Np

Sabrina

I am checking your request with the relevant department, so please bear with me a little longer while I wait for an update from them.

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Ok

Sabrina

Thank you for your patience, much appreciated.

I can understand your concern, Eric. I know how it feels to wait for your funds.

Sometimes, it can take a little longer for the payment provider to process the transaction and settle it with the payee's account.

I would like to assure you that this is nothing to worry about and that your withdrawal is safe.

The department has already escalated your request to the payment provider to settle it.

The funds can take 24 to 48 hours to appear in your account; however, this is subject to the payment method used and your payment provider's standards.

I assure you it will be in your account soon. Just urge you to have a bit of patience.

Dear UnicornHunter, 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

Dear UnicornHunter,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru