Magius Casino - Povlačenje igrača je odloženo i blokirano.

Dear Casino Guru,

I am writing to file a formal complaint against Magius Casino regarding a €6025 withdrawal that has been delayed for nearly two months without resolution, transparency, or meaningful support.

Timeline of Events:

On December 3rd, 2025, I won a total of €6025 at Magius Casino.

Shortly after, I was asked to verify my account before the withdrawal could be processed.

I submitted all required documents via email, as the casino's upload portal was not functioning properly on my device at the time.

It took a long time with no visible progress, but eventually, I contacted live chat and was told that my account had been successfully verified.

I then submitted a new withdrawal request — but nothing happened. Weeks passed without any updates, despite repeated reassurances from chat agents that the withdrawal was "in process" or would be handled "soon."

Later, when the site’s upload portal started working for me, I decided to re-upload the documents there as well. These documents have now been shown as "under review" for a long time — even though I was told my account had already been verified before uploading them.

Today, on January 22nd, 2026, I decided to try canceling and re-submitting the withdrawal request to see if that would make any difference. However, to my shock, I discovered that withdrawals have been completely disabled on my account.

Now, when I try to withdraw, I receive a message stating:

"Withdrawals have been blocked by the operator."

I have received no explanation, no email, no chat update or any kind of communication from Magius Casino about this action.

Live chat now ignores my requests and provides no clarification on the matter whatsoever.

Summary:

Winnings: €6025 won on December 3rd, 2025

All documents submitted (twice: first via email, later through portal)

Account confirmed verified by support, yet withdrawals remain blocked

No proper communication or explanation for the delay or block

Current status: Withdrawals completely disabled on my account, with no justification provided

This situation is extremely frustrating and feels unjust. I have fully complied with all verification requests and done everything in my power to resolve this properly. I turn to Casino Guru in hopes of getting this matter finally moving toward a resolution.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Magius Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

The first email from them is 2.12.2025 so I guess at this time.

I played slots more specifically Kluster Krystals Megaclusters by Relax Gaming and yes I played a bonus.

I dont have chat logs because they dont share this stuff.

Thanks for your reply.

Kindly share any other evidence of the incident regarding the blocking of the payout option, or alternatively, contact the casino support again and save your communication as screenshots.

Share the evidence with me at tomas@casino.guru

Thanks in advance for your cooperation.

Dear hembailal,

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.

Hello and sorry for the delay,

been busy with other stuff and somehow didnt notice this. I will try tomdeliver the requests today.

Hello again,

I sent the live chat screenshots to your email. Today I contacted the Magius live chat again and the contact was a bit confusing. They said that the account requires the complete a verification which I have conducted already twice, once via email and once through the website verification section.

The payments are still blocked by the decision of the casino administration but after the live chat figured it out for a bit they confirmed from the relevant team that the documents will be now reviewed and it shouldn't take long. Which is confusing because its has been many months now and the documents have been reviewed twice already. Also, there wasnt sny pending documents as you can see also from the one screenshot.

So I am not sure if we should wait for more or ask them to clarify this stuff here already?

Dear hembailal,

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, Jana (jana.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,

Tomas

Dear Hembailal,

I sincerely regret to learn that your account has been blocked. Please be assured that I will reach out to the casino promptly to address this matter. Additionally, I would like to invite a representative from Magius Casino to join this conversation to help resolve your complaint effectively.

Dear Magius Casino,

could you please clarify the reason behind the blocking of the player's account? It would be greatly appreciated if you could provide any relevant evidence regarding this matter. You may share your statement and the evidence here, or you can send it directly to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

Dear All,

We are writing to acknowledge that we have received your inquiry and are currently reviewing the details of your case.

Our team is currently assessing the information provided.

We sincerely appreciate your patience, cooperation, and understanding during this process.

Best regards,

Magius Team.

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 All ,

Please accept our sincerest apologies for the delay in resolving your inquiry.

We are writing to let you know that our team is still currently reviewing this matter. We appreciate your continued patience while we conduct a thorough investigation to ensure everything is handled correctly.

Best Regards,

Magius Team.

Dear hembailal,

Thank you for your patience.

We are sorry for the situation and the issue you are facing. We kindly ask you to try to log in without VPN.

Best Regards,

Magius Team.

Hello,

I have been logging in constantly without VPN, how is this related to any previous communication?

Dear hembailal,

Thank you for your patience and we acknowledge your concerns.

We are writing to inform you that we require specific documentation from you to proceed with our review. 

Please upload these documents at your earliest convenience. Once received, our team will be able to move forward with the next steps of your review.

We appreciate your cooperation and are here to help if you have any questions.

Best Regards,

Magius Team.

Dear hembailal,

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.

Dear Jana,

I just forwarded you the response I sent to Magius casino providing them with the evidence they asked. I must say here publicly that to me it is pretty incredible that now after 3 months of delaying they come up with new documents to ask. I used crypto to make the deposit and it was extremely hard and time demanding to locate this transactions after such a long time since I use a lot of wallets and change them from time to time for security reasons.

In addition, the casino had "conviniently" changed the deposit address so I couldn't even use that as help to locate them. Also, they demand these documents in PDF form but for everyone that knows anything about crypto knows that these transactions are public information anyone can access so there does not really exist documents in the form they are requiring them.

So all I can say that this is pretty clear case of casino acting in extremely bad faith towards the players using every trick in the book trying to delay and deny paying the winnings as long as possible. I wish that you can come to my support in this ridiculous battle of trying to get paid my winnings. Please, don't hesitate to ask me if you need some more information. I am so fed up with the casino that I declare to them that from now the communication will be solely done using CasinoGuru as the intermediary.

Thank you and wish you to have a nice day.

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 hembailal,

We appreciate your patience.

We would like to inform you that upon reviewing your account we were able to confirm that your account has been successfully verified. Therefore, you should now be able to process withdrawals normally.

Should you have any further questions, please feel free to reach out to us.

Best Regards,

Magius Team.

Dear hembailal,

please keep us updated when you received the funds from the casino.

Dear hembailal,

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.

Hello,

For your information I still have not received any funds from the casino. I was able to make a withdrawal request now since it is not locked anymore but have not heard anything since like 2 weeks now.

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 hembailal,

do you have any updates? Have you received the funds from the casino?

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

Dear hembailal,

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,

Jana