Maggico Casino - Se ha retrasado el pago de las ganancias del jugador.

Gentlemen of Guru Casino:

Along with sending my greetings, I would like to file a formal complaint regarding the situation I am experiencing with Mágico Casino Online.

For several days I was asked to provide various documents to verify my account. I promptly fulfilled all the requirements and submitted all the requested documentation.

Subsequently, on September 25th, I received an email and a notification expressly informing me that my account had been successfully verified.

However, after receiving this confirmation, I requested that a payment of 100,000 CLP be processed, and I have been repeatedly told that my account is still undergoing an alleged "internal verification." This contradicts the confirmation I received on September 25th.

Since then, I have made inquiries practically every day and the responses have been successively that the situation would be resolved "in a little while", "tomorrow" or "in a few days", without having received a concrete solution up to this point.

I believe this situation deserves to be reviewed, as there is a clear contradiction between the written confirmation that my account was successfully verified and the subsequent responses indicating that the verification was still pending.

For this reason, I respectfully request that Guru Casino review the background of my case, especially the verification confirmation received on September 25, subsequent communications, and responses provided by Magic Casino Online, and clearly inform me of the actual status of my account and why I have been given contradictory information.

I attach, if necessary, screenshots, emails and other background information that support what has been stated.

I appreciate your attention in advance and hope you can intervene to obtain a clear and definitive answer regarding my case.

Sincerely,

[redacted]

Señores de Guru Casino:

Junto con saludar, quiero presentar un reclamo formal respecto de la situación que estoy viviendo con Mágico Casino Online.

Durante varios días se me solicitaron distintos documentos para realizar la verificación de mi cuenta. Cumplí oportunamente con todos los requerimientos y envié la totalidad de la documentación solicitada.

Posteriormente, el día 25 de septiembre, recibí un correo y una notificación en los que se me informó expresamente que mi cuenta había sido verificada exitosamente.

Sin embargo, después de recibir dicha confirmación, he solicitado que se concrete una gestión que se encuentra pendiente mi pago que son 100.000 CLP y se me ha respondido reiteradamente que mi cuenta todavía estaría siendo sometida a una supuesta "verificación interna". Esto resulta contradictorio con la confirmación que recibí el día 25 de septiembre.

Desde entonces, he realizado consultas prácticamente todos los días y las respuestas han sido sucesivamente que la situación se resolvería "en un rato", "mañana" o "en unos días", sin que hasta este momento haya recibido una solución concreta.

Considero que esta situación merece ser revisada, ya que existe una evidente contradicción entre la confirmación escrita de que mi cuenta fue verificada exitosamente y las posteriores respuestas indicando que la verificación todavía estaría pendiente.

Por este motivo, solicito respetuosamente a Guru Casino que revise los antecedentes de mi caso, especialmente la confirmación de verificación recibida el 25 de septiembre, las comunicaciones posteriores y las respuestas entregadas por Mágico Casino Online, y que me informe claramente cuál es el estado real de mi cuenta y por qué se me ha entregado información contradictoria.

Adjunto, si es necesario, capturas de pantalla, correos electrónicos y demás antecedentes que respaldan lo señalado.

Agradezco desde ya su atención y espero que puedan intervenir para obtener una respuesta clara y definitiva respecto de mi caso.

Atentamente,

[redacted]

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 Lilibeth1979,

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

I would like to provide more information; I have more documents where they contradict each other.

Quisiera dar más información tengo más documentos porfavor dónde se contradicen

Help...they're still withholding my money and not giving me a solution. They don't answer emails, they just contradict themselves on chat, and I don't know what else to do. Please help me or tell me what steps to take. I've already contacted them repeatedly (email, chat, I tried to contact Curacao, etc.). I filed a complaint here, and you're my only hope.

Ayuda ...siguen reteniendo mi dinero y no me dan solución..el correo no contestan ..el chatt solo se contradicen y ya no hayo que más hacer porfavor ayúdenme o díganme que pasos seguir ...ya les he hablado hasta el cansancio ..( correo , chatt ..trate de comunicarme con curacao ..etc..) puse una queja aquí.. y ..son mi única salvación

I am still waiting for the evidence against me, which is based on unjust accusations, and also for proof and clarification regarding the amounts provided by Magic Casino.

Aún a la fecha esperando las pruebas dónde se me acusa injustificadamente ..y también pruebas y aclaración de esos montos que proporcionaron maggico casino

Dear Lilibeth1979,

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.

Good afternoon Jean

Still nothing. I insisted again via email that they provide legible proof of everything I'm accused of, and there's no response. It's truly frustrating. I've read posts on other platforms, and I'm not the first. They have many complaints and tend not to respond. And those people ask or look for where they can file a lawsuit or complaint. I really thought it was a reputable casino, but as the days go by, the evidence and other people's complaints... this casino, Magico Casino, is clearly a scam through and through.

Buenas tardes jean

Aún nada volví a insistir al correo de que me demuestren con pruebas legibles de todo lo que se me acusa ..y no hay respuesta ..de verdad que es frustrante ..y he leído post en otras plataformas y no soy la primera ..tienen muchas quejas y tienden a no responder ..y esas personas piden o buscan dónde se puede hacer demanda o queja ..realmente pensé que era un casino serio pero al pasar los días las pruebas y las quejas de otras personas....con todas sus letras este casino...maggico casino son estafadores por dónde se les mire ..

Dear Guru Casino moderators:

I want to inform you that the Magic Casino team has already contacted me; however, unfortunately, they continue to maintain the same position and repeat the same arguments, without taking into account what I unfortunately suffered, the loss of my equipment and with it that account that is inactive, without providing the evidence or concrete background that supports the accusation they are making against me.

I have repeatedly requested that they provide me with the records, documents, and histories that supposedly prove I gambled simultaneously on multiple accounts, as well as a clear and verifiable explanation of the origin of the amounts attributed to me. To date, I have not received a response accompanied by evidence that would allow me to verify their claims.

I believe it is unfair to be accused of violating the platform's rules while simultaneously being denied access to the background information supporting that accusation. If the company is confident it acted correctly, it should be able to explain its decision transparently and back it up with verifiable records.

I want to make it clear that I am not willing to consider this matter closed until I receive a serious, clear, and properly substantiated response. I will continue to pursue this through the appropriate channels until the background of my case is reviewed, the requested evidence is provided, and I receive a satisfactory explanation.

I'm not asking for any special treatment or for the rules to be ignored. I'm demanding something basic: transparency, evidence, and an answer that clarifies what happened.

For this reason, I respectfully request that the moderators of Guru Casino continue to follow up on my complaint and help me obtain a concrete response from Magic Casino, since so far the company has limited itself to reiterating its decision without providing documentary evidence of the facts it attributes to me.

I hope that my case will not simply be closed with a generic response and that the importance of any accusation being supported by verifiable evidence will be considered.

I will continue to insist until I have exhausted all available avenues of redress, because I believe I have the right to know the grounds for a decision that directly affects my account and my money.

I appreciate your attention and hope you can help me get a transparent answer and a fair solution to this situation.

Estimados moderadores de Gurú Casino:

Quiero informarles que el equipo de Mágico Casino ya se ha comunicado conmigo; sin embargo, lamentablemente, siguen manteniendo la misma postura y repitiendo los mismos argumentos, sin tomar en cuenta de lo que lamentablemente sufrí, la perdida de mi equipo y con ella esa cuenta que está en desuso sin entregar las pruebas ni los antecedentes concretos que respalden la acusación que están realizando en mi contra.

He solicitado en reiteradas oportunidades que me proporcionen los registros, documentos e historiales que supuestamente demostrarían que jugué de manera simultánea en varias cuentas, así como una explicación clara y verificable sobre el origen de los montos que me atribuyen. Hasta el momento, no he recibido una respuesta acompañada de pruebas que me permita comprobar la veracidad de sus afirmaciones.

Considero que no es justo que se me acuse de infringir las normas de la plataforma y que, al mismo tiempo, se me niegue el acceso a los antecedentes que fundamentan dicha acusación. Si la empresa está segura de que ha actuado correctamente, debería poder explicar su decisión de manera transparente y respaldarla con registros verificables.

Quiero dejar en claro que no estoy dispuesta a dar este asunto por terminado mientras no reciba una respuesta seria, clara y debidamente fundamentada. Voy a continuar insistiendo por las vías correspondientes hasta que se revisen los antecedentes de mi caso, se me entreguen las pruebas solicitadas y se me dé una explicación satisfactoria.

No estoy pidiendo ningún trato especial ni que se pasen por alto las normas. Estoy exigiendo algo básico: transparencia, pruebas y una respuesta que permita esclarecer lo ocurrido.

Por este motivo, solicito respetuosamente a los moderadores de Gurú Casino que continúen dando seguimiento a mi reclamo y que me ayuden a obtener una respuesta concreta por parte de Mágico Casino, ya que hasta ahora la empresa se limita a reiterar su decisión sin demostrar documentalmente los hechos que me atribuye.

Espero que mi caso no quede simplemente cerrado con una respuesta genérica y que se considere la importancia de que cualquier acusación esté respaldada por antecedentes comprobables.

Voy a seguir insistiendo hasta agotar las vías de reclamación disponibles, porque considero que tengo derecho a conocer los fundamentos de una decisión que afecta directamente a mi cuenta y a mi dinero.

Agradezco su atención y espero que puedan ayudarme a conseguir una respuesta transparente y una solución justa a esta situación.

Good afternoon,

Thank you for bringing this matter to our attention. Please rest assured that I have forwarded the information to the relevant department for further clarification and will get back to you with an update as soon as possible.

Dear Magic Casino team:

Greetings. I want to make it clear that I have no interest in recovering my account or playing on your platform again. I hope you will understand that my only request is for clarification regarding the accusation of using multiple accounts simultaneously. I explained that my phone, which contained my other account (which I no longer use), was stolen. Therefore, I reiterate my request for evidence to support this accusation and a detailed explanation of the amounts mentioned in your initial response. Furthermore, I demand a resolution regarding the payment of the prize I legitimately won in your platform's lottery. I would appreciate a formal, clear response supported by evidence, as my priority is to defend my reputation and receive the money that is rightfully mine.

Sincerely,

[redacted]

Estimado equipo de Mágico Casino:

Junto con saludar, quiero dejar claro que no me interesa recuperar mi cuenta ni volver a jugar en su plataforma. Espero que tomen en cuenta que mi única solicitud es que se aclare la acusación de uso de cuentas simultáneas, ya que expliqué que fui víctima del robo del teléfono donde se encontraba la otra cuenta, la cual no utilizo. Por ello, solicito nuevamente que me entreguen pruebas que respalden dicha acusación y que expliquen detalladamente los montos que señalaron en su primera respuesta. Asimismo, exijo una solución respecto del pago del premio que obtuve legítimamente en la lotería de su plataforma. Agradezco una respuesta formal, clara y respaldada por antecedentes, ya que mi prioridad es defender mi reputación y recibir el dinero que me corresponde.

Atentamente,

[redacted]

Good afternoon Jean

I sent message to you via Teams

Dear Lilibeth1979,

Thank you for your patience throughout the complaint process. I understand how disappointing this outcome may be, especially after the time and effort you have spent trying to resolve the issue.

We have carefully reviewed the evidence provided by the casino, and unfortunately, it confirms that both of your accounts were accessed and used during September and October 2026. This contradicts your explanation that your previous account had remained inactive after your phone was stolen.

While we understand your explanation regarding the stolen phone and your decision to create another account, players are generally not permitted to maintain multiple accounts at the same casino. If you lost access to your original account, you should have contacted the casino to recover it or requested permission to create a new account after closing the previous one.

Duplicate accounts are a serious violation of casino rules and can result in the cancellation of winnings, including promotional prizes.

Based on the evidence confirming the use of both accounts and the casino's duplicate-account restrictions, we are unable to support your request for the disputed winnings.

Unfortunately, we must reject your complaint as unjustified.

I understand that this is not the outcome you were hoping for, but I hope our explanation helps clarify the reasons behind our decision.

Thank you for your understanding.

Best regards,

Jean

Casino Guru