Magius Casino - Povlačenja igrača su odložena.

Hey guys im still waiting on my withdrawal by over a 10 days now. Did the first one 500€ in 27 December 2025, the second one 500€ in 28 December 2025 and the last one 300€ in 29 December 2025.

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear manguru,

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,

Kristina

Ok i will wait another week then. I've yet to receive any email saying that the withdrawal was cancelled so..

About the KYC they didnt ask for that and everything was verified. My account is under review right now i cant access it

Still didnt receive any withdrawal in my account

They cancelled my withdrawals today and i cant access my account

I did manage to get in contact with my VIP agent and they checked and said i need to send documents to them and i will be able to withdraw the money. I asked what documents i need to send and didnt get an answer. Will update here as soon as i get a response.

Already got the response saying i need SOF documents but didn't reply what email should i send to. Asked for the email and got no response for 2 days now. Sended a request to the support.

Also should i send the bank statement that funded my revolut or the revolut statement is enough? Thanks

Thank you for your reply. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When was the last time you accessed your casino account?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

The last time i accessed the casino was on 29 December 2025. Only played slots and no bonus was used

Magius Support has replied and stated they are currently unable to locate my account using the registered email address, despite this being the same email where I previously received withdrawal cancellation notifications and other account-related messages. I have replied to confirm that the email is correct and provided additional identifying information (registered phone number) to assist them in locating the account. The matter appears to be a technical or account-matching issue, and I am currently awaiting their next response.

I have submitted all requested KYC documents to Magius, including ID (front and back), a selfie holding the ID, and proof of payment card ownership. I am now waiting for their verification and response.

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Magius requested account verification documents via email, including:

ID (front and back)

Selfie holding the ID

Proof of ownership of the payment card used

I have submitted all requested documents and complied with their verification requirements.

There has been some confusion previously, as Magius initially stated they could not locate my account, despite prior account-related emails and support confirmations. I have provided the necessary details to help them identify the correct account.

At this stage, I am awaiting their verification review and next steps.

All the screenshots are below:

Dear manguru,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello manguru,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite Magius Casino to join the conversation.

Dear Magius Casino,

Could you please provide an update regarding the status of the player’s verification process? At this time, it appears that the verification has not yet been finalized.

We understand that the player initially contacted you using an email address different from the one registered with the casino account. However, this matter seems to have since been clarified, and the player has also provided their phone number.

If there is anything further required from the player to complete the verification, please let us know so the situation can be resolved as smoothly as possible.

Thank you in advance for your assistance.

Dear manguru,

Thank you for the clarification.

Dear Magius Casino,

We are looking forward to your timely response.

Dear manguru,

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 request as expediently as possible.

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

Best regards,   

Magius Casino team.

Dear Magius Casino,

We look forward to your timely and more detailed response.

Dear manguru,

Please provide the additional documentation required to complete your account verification.

We require the following items:

• A transaction history in PDF format for the month of December 2025, showing all transactions and deposits made (including deposits to us) via MBWAY.

• A photograph of yourself holding your identification document with our website visible in the background. It should look like this - https://prnt.sc/U7uYMZgKwLuf

We recommend that you provide your transaction history exclusively in PDF format. Please attach the document as a reply to the email we recently sent to you

Please ensure that the transaction history provided is original and has not been edited or modified. The document must be exactly as issued by MBWAY, as it is necessary to review all transactions and deposits, including those made to our account, without any alterations or hidden details.

We look forward to receiving these details at your earliest convenience.

Kind regards, 

Magius Casino team.

Hi Michal / Magius team,

Thank you for the update.

I confirm I received the same verification request by email on 20 Feb 2026.

You requested:

• A transaction history in PDF format for December 2025 (your message mentions MBWAY), and
• A selfie holding my identification document with the Magius website visible in the background.

Clarification: I did not use MBWAY for this transaction. The deposit was made using my Revolut card/account and appears as "PalWallet – €1,200" (payment processor descriptor). I am attaching the deposit screenshot showing this.

I will provide the requested selfie as well. The example link you provided (https://prnt.sc/U7uYMZgKwLuf) does not open from my side, but I will submit the selfie with the Magius website clearly visible in the background.

Please confirm what exact PDF statement is needed for December 2025 given the deposit method was Revolut (not MBWAY).

Thank you.

Hi Michal,

To move this forward, I’m ready to provide everything requested.

• Selfie with ID + Magius website visible: I can send/upload it to the Casino Guru admin privately (please advise the correct way to submit it).
• December 2025 transaction history in PDF: Casino Guru doesn’t allow me to attach the PDF in the public thread, but I can provide it privately as soon as you confirm the email address / upload method to use.

Thank you.

Dear manguru,

I appreciate your cooperation. Please feel free to share the documentation with me privately at michal.k@casino.guru

Thank you.

I remain hopeful that after the casino team reviews the documentation, we will witness advancements towards a resolution.

Hi Michal, thank you.

I will send the requested documentation to you privately by email now.

Also, I have emailed Magius the requested selfie + deposit proof and asked them to confirm the correct statement requirement (Revolut, since MBWAY wasn’t used). I’ll update once they reply.

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.

Dear manguru,

Thank you for providing the requested documents and the detailed explanation.

We have forwarded these details to the relevant department for review. We kindly ask for your continued patience as we await their update.

Please be assured that we are working to ensure compliance with all necessary protocols and are making every effort to resolve this matter as expediently as possible.

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

Warm regards, 

Magius Casino team.

Dear Magius Casino Team,

We eagerly anticipate your team's swift review of the player's documents and the subsequent processing of the withdrawal.

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.

Dear manguru,

We kindly ask for your continued patience as we await an update from the relevant department regarding your request. 

Please be assured that we are working to ensure compliance with all necessary protocols. We are making every effort to resolve this matter as expediently as possible.

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

Kind regards,

Magius Casino team.

Dear Michal,

Thank you for your assistance. I would like to note that I submitted the requested documents around one month ago, and Magius already provided a very similar response about two weeks ago. Their latest reply appears to repeat the same information without any concrete timeframe for processing the withdrawal.

I remain fully available if anything further is needed from my side, but at this stage I kindly ask the casino to provide a specific update regarding the status of my withdrawal.

Kind regards.

Dear Magius Casino Team,

I understand that the verification and investigation processes can sometimes take longer than anticipated; however, I would like to express my concern as this matter has now significantly exceeded the usual timeframe. It has been over two months since this case was opened.

I kindly and respectfully request that the player's verification be finalized at your earliest convenience. Once the verification is successfully completed, I would greatly appreciate your prompt action in processing the withdrawal.

Please note that any further unwarranted delays from your end may lead to this case being closed as unresolved due to what now seems to be intentional stalling on your part.

I'm looking forward to your prompt action.

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.

Dear manguru,

We kindly request you to attach the necessary documents to complete the verification of your account, enabling us to proceed with your request accordingly. 

In our previous correspondence sent on February 20, 2026. We had clearly requested the following:- 

• A transaction history in PDF format for the month of December 2025, showing all transactions and deposits made (including deposits to us)

We recommend that you provide all of your transactions for the entire month of December 2025, exclusively in PDF format. Please attach the document as a reply to our recent email sent on March 31, 2026. 

Please ensure that the transaction history provided is original and has not been edited or modified. The document must be exactly as issued by the payment provider. 

It is necessary to review all transactions and deposits, including those made to our account, without any alterations or hidden details.

We look forward to receiving these details at your earliest convenience.

Kind regards,

Magius Casino team.

Hi Michal,

I've just forward the requested documentation to Magius.

Please let me know if anything further is required from my side.

Thank you.

Dear manguru,

Thank you for the update.

Dear Magius Casino Team,

We are looking forward to your prompt action.

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.

Dear manguru,

We confirm receipt of your documents, which have been forwarded to the relevant team for review. 

We should be able to provide you with an update at the earliest as possible.

We sincerely appreciate your patience, understanding, and cooperation. Thank you very much. 

Kind regards,

Magius Casino team.

Dear Magius Casino Team,

Thank you for your response. We anticipate your swift evaluation of the documents and the subsequent processing of the payment to the player.

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.

Dear Michal,

We have sent an email attached evidences for your further review.

We look forward to your update.

Kind regards,

Magius Casino team.

Dear Michal,

Thank you for your assistance. I understand that Magius has now provided information by email for your review.

If possible, could you please indicate the general nature of the information they submitted, and whether it relates to the December 2025 transaction history or any other allegedly missing document?

I remain fully available to provide any further clarification or document if needed from my side.

Kind regards.

Dear Magius Casino Team,

Thank you for your email, I have responded back.

Dear manguru,

After reviewing the complaint thread, it appears that the casino’s requirement may not have been fully addressed on our side. I apologize for the oversight.

The casino requested a Revolut account statement covering the entire month of December, whereas the document provided so far only includes the period from 15 December. Could you please arrange to send the full statement covering the entire December 2025, including all transactions, in PDF format?

When sending the document, I would appreciate it if you could include my email michal.k@casino.guru in CC so I can confirm receipt and help monitor the timeliness of the casino’s review.

Thank you in advance.

Hey Michal,

As you can see in the Revolut account statement my account was created in that day 15/12/2025 so thats why it only starts in that day!

I will leave you with a screenshot attached here (but you can check yourself in the PDF)

It says account ative since: 15/12/2025

I'm also attaching the Revolut account confirmation stating the same date. If you want i can send you the PDF.

Hope this solves the confusion.

Kind Regards

Dear Manguru,

Thank you for your clarification. In this case, in line with the "source of funds" verification, please provide a PDF statement covering the full month of December 2025, including all transactions, for the other payment method you use and that was used to top up/recharge your Revolut account.

I would appreciate it if you could Cc my email, michal.k@casino.guru, when sending the document to the casino team so I can confirm receipt and help track the timeliness of the casino’s review.

Thank you in advance.

Hi Michal,

I want to be transparent about what the Revolut statement shows so there are no surprises.

The €1,200 transfer from my son Luís on 27 December was a repayment of a personal loan I had previously given him. That money was originally mine, and he was simply paying me back. I then used that amount to deposit at Magius.

On the same day I also received two payments of €500 each from VERSER PAY LTD, which are winnings from another casino. On 30 December I transferred €1,000 back to my son as a separate personal transaction between us.

So the source of the funds used to deposit at Magius was money owed to me by my son — not a third-party contribution.

Already sent the email to Magius team and you in Cc. I remain fully available to provide any further clarification if needed.

I also want to note that this process has now been ongoing for nearly 4 months over a €1,300 withdrawal. I have cooperated fully and promptly at every step, and I respectfully ask that this be brought to a conclusion without further unnecessary delays.

Kind regards

Dear Manguru,

Thank you for the additional information and the provided bank statement via email.

Dear Magius Casino Team,

I'm looking forward to your timely review of the additional information and evidence provided by the player, and I remain hopeful we can move this case towards resolution.

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.

Dear manguru,

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

We have forwarded your document for further review from the relevant department.

We believe we should be able to provide you an update at the earliest as possible.

Kind regards,

Magius Casino team.

Dear Magius Casino Team,

We are looking forward to your timely response or, ideally, processing the player's withdrawal.

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.

Dear manguru,

We have sent an email asking for your bank details to return the balance amount of 1,300 EUR.

We look forward to your update.

Kind regards,

Magius Casino team.

Hey Michal,

Already answered the email from Magius.

I will leave you the confirmation here.

Hope we can solve this for good.

Best Regards

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.

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

Dear manguru,

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,

Michal

Casino Guru