Magicianbet Casino - El retiro del jugador se retrasa debido a problemas con el proceso KYC (Conozca a su cliente).

hi, seen this casino in list on new casinos on your site.

Made few deposits with bonuses, loosed. then made 2000 usd deposit without bonus, and won, total amount on account is 5773 eur.

made withdraw, after about 10-15 minutes withdraw was declined. Then casino asked Kyc (seems standart sumsub kyc, which I passed previously a lot of times, without any problem).

Tried to pass verification I received some error, I wrote about it in casino, and they asnwered some strage thing (seems they want to steal my money).

please help

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.

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Dear aleks86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please specify the date when you registered and the date your account got blocked?
• During account verification, which documents were you asked to provide?
• Could you please share with me relevant communication with the casino? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here

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

Best regards,

Jean

Dear aleks86,

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,
Jean
Casino.Guru

We’ve reopened this complaint at the request of aleks86. We would like to allow this case one more chance to be resolved.

Dear aleks86,

Please give an update and check my previous reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Me: last time I played about 99% wager with all lucky clovers 100 and Gift rush. may be I checked some another slot and forgot it.

Could you please specify the date when you registered and the date your account got blocked?

Me: at this moment account are unblocked (waiting for withdraw 143500 euro from 07 July). I was registred at June 11.

During account verification, which documents were you asked to provide?

Me: id, selfie, verification at this moment are passed and accepted.

Could you please share with me relevant communication with the casino? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here

me: I will send what I have.

my transaction at this moment :

I do not know why, but now I can not access my transaction history.

Also I have conversation via telegram with Vip manager, who at this moment do not respond two weeks.

Dear aleks86,

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,

Jean

Dear aleks86,

My name is Jana, and I will be assisting you in resolving your complaint moving forward. I sincerely apologize for the delay you have experienced with your withdrawal. I will reach out to the casino and do my utmost to expedite the resolution of this issue as soon as possible.

I would also like to invite a representative from Magicianbet Casino to join this conversation in order to facilitate the resolution of your complaint.

Dear casino, could you please provide an explanation for the delay in processing the player's withdrawal?

Thank you in advance for your attention to this matter.

Dear Jana,

Thank you for reaching out.

The player is currently undergoing an advanced KYC verification process, which is the reason for the delay in processing the withdrawal.

The verification is still ongoing, and the withdrawal will remain pending until the required checks have been completed. We appreciate the player’s patience and cooperation during this process.

Kind regards,

Sam

Magicianbet Casino Team

Dear Magicianbet Casino representative,

Thank you for your message. I would greatly appreciate it if you could inform us once the relevant team has completed the advanced KYC process. Your ongoing support and cooperation during this time are highly valued.

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.