Magius Casino - El jugador aún no ha recibido las ganancias.

This casino delayed my first withdrawal many months ago. At that time, they asked me to verify my account by logging in and reporting it to customer service. After that, a large number of document requests suddenly appeared on my account, for which there was no explanation and customer service refused to tell me anything for several weeks about what was wrong with the documents.

When I finally got a response, I was told that I also had to send proof of card ownership and a card statement from a certain period of time, which they did. After this, another document request appeared on the account, asking me to send proof of address, which I had already sent them about 2 months ago. Now there is a request on the account, telling me to send a selfie, which also shows the casino pages and an ID. After all, it is a picture that you can't practically send so that everything is clearly visible, so the only purpose of the request is to delay the withdrawal again and not pay it in the end. The instructions they added also do not open anything at all and the request is also completely unfounded. I have managed to win more during this whole process, so that will definitely make them harass more customers.

Tämä kasino jäi viivyttelemään ensimmäistä kotiutustani jo monta kuukautta sitten. Tuohon aikaan pyydettiin todentamaan tili kirjautumalla ja ilmoittamalla siitä asiakaspalveluun. Tämän jälkeen tiliille ilmestyi yhtäkkiä iso määrä asiakirjapyyntöjä, joista ei ollut mitään selvitystä ja asiakaspalvelu ei suostunut kertomaan moneen viikkoon mitään siitä, että mikä dokumenteissa on vikana.

Kun sain vihdoin vastauksen, minulle kerrottiin, että pitää vielä lisäksi lähettää todiste kortin omistajuudesta ja kortin tiliote tietyltä aikaväliltä, jotka toimitiin. Tämän jälkeen tilille ilmestyi taas asiakirjapyyntö, jossa pyydettiin lähettämään osoitetodistus, jonka olen lähettänyt heille jo noin 2 kuukautta sitten. Nyt tilillä on pyyntö, jossa kerrotaan lähettämään selfie, jossa näkyy myös kasinosivut ja henkilöllisyystodistus. Kyseessähän on kuva, jota ei pysty käytännössä lähettämään niin, että kaikki näkyisi siinä selvästi, eli pyynnön ainoa tarkoitus on jälleen viivyttää kotiutusta ja olla lopulta maksamatta sitä. Heidän lisäämistään ohjeista ei myöskään aukea yhtään mitään ja pyyntö on myös täysin perusteeton. Olen onnistunut voittamaan lisää tämän koko prosessin aikana, joten sekin varmasti laittaa heidät kiusamaan lisää asiakasta.

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

Hello,

I just got a ready-made answer from customer service without any additional information, as has almost always happened with them so far. Customer service is not helpful with problems. It would seem that there is only one impossible document request left on my account, where the same selfie should also show my ID and the casino's website. There is no way to send something like that so that everything is clearly visible in the picture, and the request is also completely unfounded. Apparently the casino has an Anjouan license and the licensee in question does not require such documents under any circumstances, and despite my questions, I have not been given a reason why it is being asked. So the whole thing is just to not pay out the winnings. For the same reason, customer service has also constantly given just copied answers to my questions, which do not help at all. Magius is also sadly ruining the reputation of other Anjouan sites, some of which are quite decent places to play.

Hei,

Sain pelkän valmisvastauksen asiakaspalvelulta ilman minkäänlaista lisätietoa, kuten melkein aina heidän osaltaan on tähänkin asti tapahtunut. Asiakaspalvelu ei auta ongelmien kanssa. Näyttäisi siltä, että tililläni on enää jäljellä tuo yksi mahdoton asiakirjapyyntö, jossa samassa selfiessä pitäisi saada näkymään myös henkilöllisyystodistus ja kasinon sivut. Tuollaistahan ei millään pysty lähettämään niin, että kaikki näkyisi kuvassa selvästi, ja pyyntö on myös täysin perusteeton. Ilmeisesti kasinolla on tuo Anjouanin lisenssi ja kyseinen lisenssinmyöntäjä ei ainakaan missään olosuhteissa vaadi pyytämään tällaisia asiakirjoja, eikä minulle ole kysymyksistäni huolimatta perusteltu, että miksi sitä kysytään. Eli koko homman tarkoitus on ainoastaan jättää voitot maksamatta. Samasta syystä myös asiakaspalvelu on antanut jatkuvasti pelkkiä kopioituja vastauksia kysymyksiini, jotka eivät auta yhtään mitään. Magius pilaa ikävästi muidenkin Anjouan-sivustojen mainetta, joista osa on ihan kelpo pelipaikkoja.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please clarify why exactly you're unable to provide the requested selfie with your ID and the casino website?

Also, can you confirm whether this selfie is the only remaining requirement preventing the withdrawal from being processed? Or are there any other pending document requests from the casino?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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.

Hello,

I have not made any previous withdrawals. These Anjouan casinos have not asked me for any documents for withdrawals before, but with Magius I then stepped into a minefield.

I didn't use the bonuses because for some reason I wasn't given a welcome bonus. I played at the casino first, but I won more from betting later.

A selfie now seems to be the only remaining requirement. There are many things involved. 1. You can't send a picture where all those things are clearly visible. I tried many times and came to the conclusion that it is just a way to not pay the customer. The most ridiculous thing is that a link to instructions has been added to that section, which does not take you to a page where there are no instructions + the link is only in written form without a link 2. It feels humiliating after all these months when the casino has hidden my winnings without telling me what was wrong with my previous documents. It took weeks until I got a response. 3. Nothing other than unwillingness to pay out winnings requires the casino to request that document.

The email chain is long because it just repeats the same thing and I'm finally frustrated with their actions. There are no concrete answers to my questions except for one message.

These are tricky places whenever it comes to a casino that basically doesn't want to pay out winnings.

Hei,

En ole tehnyt aiempia kotiutuksia. Nämä Anjouan-kasinot eivät ole aiemmin pyytäneet minulta mitään asiakirjoja kotiutusta varten, mutta Magiuksen kohdalla astuin sitten miinaan.

En käyttänyt bonuksia, koska minulle ei jostain syystä annettu tervetuliaisbonusta. Pelasin ensin kasinolla, mutta voitin enemmän vedonlyönnistä myöhemmin.

Selfie näyttäisi nyt olevan ainoa jäljellä vaatimus. Tähän liittyy montakin asiaa. 1. Ei sellaista kuvaa saa lähetettyä, missä kaikki nuo asiat näkyisi selvästi. Kokeilin monet kerrat ja tulin siihen tulokseen, että kyseessä on pelkkä keino olla maksamatta asiakkaalle. Naurettavinta on, että kyseiseen osioon on lisätty linkki ohjeisiin, joka ei vie sivulle, missä ei ole mitään ohjeita + linkki on ainoastaan kirjoitetussa muodossa ilman linkkiä 2. Tuntuu nöyryykseltä näiden kaikkien kuukausien jälkeen, kun kasino on pimittänyt voittojani kertomatta, mitä aiemmissa dokumenteissani oli vikana. Tähän meni viikkoja, kunnes sain vastauksen. 3. Mikään muun kuin haluttomuus maksaa voittoja ei edellytä kasinoa pyytämään kyseistä asiakirjaa.

Sähköpostiketju on pitkä, koska siinä on pelkkää saman asian toistamista ja lopulta olen turhautunut heidän toimintaansa. Siellä ei ole yhtä viestiä lukuun ottamatta mitään konkreettisia vastauksia kysymyksiini.

Nämä ovat hankalia paikkoja aina silloin kun kyseessä on kasino, joka ei lähtökohtaisesti halua maksaa voittoja.

Dear player, have you eventually been able to complete the verification process successfully, or is your account still considered unverified by the casino?

The casino is still holding my withdrawal on hold due to an impossible and unfounded request for documentation.

Kasino pitää edelleenkin kotiutustani jumissa mahdottoman ja perusteettoman asiakirjapyynnön perusteella.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Ilpo247,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Magius Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Could a Magius representative also tell me why my questions were not answered in any meaningful way for several weeks when I tried to ask what was wrong with the documents I had already sent?

Voisiko Magiuksen edustaja samalla kertoa, että miksi kysymyksiini ei vastattu moneen viikkoon mitään asiallista, kun yritin aikoinaan kysellä, että mitä jo lähettämissäni dokumenteissa oli vikana?

Dear Ilpo247,

We fully understand how frustrating this situation may feel, and we appreciate you taking the time to share your thoughts.

Please note, however, that the verification process is a standard procedure carried out in the interest of our players’ security and in line with regulatory and anti-fraud obligations. As per section 5.5 of our Terms and Conditions, by using our services, you agree that we may carry out additional security checks — including facial verification — to ensure account safety and compliance.

We recommend logging in via Google Chrome after clearing your cache and cookies, as this often helps avoid technical issues during the upload process.

Should the link still not work for you, you are welcome to send us the required selfie photo via email.

The selfie is simple to take: please hold your valid ID document in your hand, and make sure that our website is visible in the background on a screen.

Thank you again for your patience and cooperation.

Best regards,

Magius Casino Team

Again, you are not replying to my actual question - exactly the same when my withdrawals delayed for weeks before without your support telling me anything what is wrong the documents I have already sent. Now I'm asking how it is even possible to send the type of document you are requesting for and what is the actual reason for that, and you are giving me uploading instructions. It's funny that on your page there's a link for these type of instructions which leads to a totally irrelevant page without any helpful content.

Please kindly note that it took over a month that I even got into a situation where I got real answers for my questions about the documents. It's probably hard for you to explain these things if your employer's agenda is just not to pay out players' winnings.

Dear Ilpo247,

Thank you for your message.

We would like to reiterate that all verification requests are in line with our Terms and Conditions, as well as legal obligations. You were provided with detailed instructions, and we also offered an alternative method for submitting the required document via email.

Unfortunately, we are unable to proceed with your withdrawal until the verification process has been successfully completed.

Should you still wish to complete it, we remain at your disposal.

Best regards,

Magius Casino Team

It seems impossible to give you a factual answer. I will clarify and elaborate my question:

1. Why was my withdrawal delayed for a week before, without ever giving a proper answer when I asked what was wrong with the documents that were initially rejected? Each time the answer was just "I noticed that your account has not been verified" without answering my question.
2. Why are you asking for a document that is impossible to provide in a way that would show all the requested information together, other than because you don't want to pay out players' winnings? (No other operator asks for such things + your licensor certainly doesn't expect it).

If this time you could answer what was asked, I would be pleased.

Teille on näköjään mahdotonta antaa asiallista vastausta. Tarkennan ja erittelen vielä kysymykseni:

1. Miksi kotiutustani viivyteltiin aiemmin viikko tolkulla antamalla kertaakaan asiallista vastausta tiedustellessani, mitä alunperin hylätyissä dokumenteissa oli vikana? Joka kerta vastaus oli vain "Huomasin, ettei tiliäsi ole todennettu" vastaamatta kysymykseeni.
2. Miksi pyydätte asiakirjaa, jota on mahdotonta toimittaa niin, että siinä näkyisi yhdessä kaikki pyydetyt tiedot muuta kuin siitä syystä, ettette halua maksaa pelaajien voittoja? (Yksikään muu operaattori ei pyydä tällaisia + teidän lisenssinmyöntäjä ei missään nimessä sitä oleta).

Jos tällä kertaa onnistuisitte vastaamaan siihen, mitä on kysytty, niin olisin tyytyväinen.

Dear Ilpo247,

Thank you for reaching out. We understand your concerns and would like to address the points you've raised regarding your withdrawal.

Regarding Withdrawal Timelines and Delays-(question 1)

As outlined in our Terms and Conditions 6.14, the Company reserves the right to manage payments according to an individual schedule, setting minimum/maximum transaction amounts and processing times. These can vary based on the withdrawal method, your account level, or other relevant factors. Therefore, any extended processing time due to necessary security checks cannot be classified as a delay. When additional verification processes are required, the standard processing period will naturally be extended. This is a standard procedure to ensure the security and integrity of all transactions.

Regarding Document Rejections

When a document is rejected by our system, the exact reason for the rejection is clearly indicated to the player. If the system requests a document to be re-uploaded, the necessary instructions and reasons are transparently displayed in the comments section. We ensure that our players are always informed about the precise reasons for any document's non-acceptance.

Regarding Document Submission (question 2)

We understand your feedback concerning the difficulty in providing a single photograph that meets all requirements, despite your attempts. When such specific technical challenges arise, we frequently suggest alternative methods, such as sending the required image via email, to facilitate the verification process. This option is offered to help overcome the very difficulties you've described and ensure the most straightforward verification possible, as sending a clear photo via email is a widely accepted and secure method for document submission in online services.

We strive to provide clear instructions and support throughout the verification process. To ensure your withdrawal can be processed, it's essential that the requested documentation is provided. We kindly ask for your cooperation in submitting this information through the suggested alternative methods, as this remains the final step in resolving your case.

We hope this response addresses all your questions.

Best regards,

Magius Casino Team

Are you aware that you can't see any information in the comments section about the reason for the document rejection?

You can also check the matter yourself before you give false information here. Of course you can try to make it look good here, but the fact is that there is nothing to be found there, and the customer service did not agree to provide help for many weeks. It does show what documents are missing, but not what is wrong with the documents already sent. And I did not receive any answer to this for a long time despite my numerous messages. There is of course a clear reason for this, namely the delay of payments in the hope that the player will cancel their withdrawal and lose the money.

And "the operator takes its own time", what do you think is the appropriate time to wait for a player to cancel their withdrawal? Is it 3 days, 1 week, or over a month like in my case"?

That is my reason for seeking help and visibility for this case through this channel, because if everything had gone smoothly with you and you understood that the idea of the casino is that the player might also win something sometimes, we wouldn't need to be here. After all this, it is quite ridiculous to explain that things would have gone properly and fairly on your part. The below average security rating also reinforces this claim.

You also keep repeating the technical problem and I wonder why? I have not had any technical problems and I don't know why you have ever concluded that. My complaint is about your lousy casino and not about downloading files.

You are actually ruining the reputation of other Novaforge casinos with this action, because there is not much information about Anjouan's license in the iGaming world yet, and such vile actions inspire anything but trust among players.

Oletko tietoinen, että kommenttiosiosta ei näe mitään tietoa syystä asiakirjan hylkäämiselle?

Voit itse myös tarkistaa asian ennen kuin annat väärää tietoa täällä. Voit tietysti yrittää sen saada sen täällä näyttämään hyvältä, mutta fakta on se, että sieltä ei löydy mitään, eikä myöskään asiakaspalvelu suostunut antamaan apua moneen viikkoon. Siinä kyllä näkyy, että mitä asiakirjoja puuttuu, mutta ei sitä, että mikä jo lähetetyissä dokumenteissa on vikana. Ja tähän en saanut pitkään aikaan mitään vastausta huolimatta lukuisista viesteistäni. Tähän on tietysti selkeä syy, eli maksujen viivästyttäminen siinä toivossa, että pelaaja peruuttaa kotiutuksensa ja häviää rahat.

Ja "operaattorilla kuluu oma aikansa",mikähän mielestäsi on sopiva aika odottaa, että pelaaja peruisi kotiutuksensa? Onko se 3 päivää, 1 viikko, vai yli kuukausi niin kuin minun tapauksessani`?

Sille on syyni, miksi haen apua ja näkyvyyttä tälle tapaukselle tätä kautta, koska jos kaikki olisi mennyt teidän kanssanne putkeen ja ymmärtäisitte, että kasinon idea on, että pelaaja saattaa myös joskus voittaa jotain, ei meidän tarvitsisi olla täällä. Kaiken tämän jälkeen on ihan naurettavaa selittää, että asiat olisivat menneet asianmukaisesti ja oikeudenmukaisesti teidän osaltanne. Alle keskitason turvallisuusluokitus myös vahvistaa tätä väitettä.

Toistelet myös edelleen teknistä ongelmaa ja ihmettelen miksi? Minulla ei ole ollut mitään teknisiä ongelmia, enkä tiedä, mistä syystä olet ikinä niin päätelty. Valitukseni koskee teidän viheliäistä kasinoa eikä tiedostojen lataamista.

Pilaatte oikeasti myös muidenkin Novaforgen kasinoiden mainetta tällä toiminnalla, koska Anjouanin lisenssistä ei ole vielä paljon tietoa iGaming-maailmassa, ja tällainen viheliäinen toiminta herättää kaikkea muuta kuin luottamusta pelaajien keskuudessa.

Dear Ilpo247,

Since offering you the alternative option of sending the required photograph via email, we have received no progress on your side.

As previously explained, this single photograph – you holding your ID, with our website visible in the background – is the only outstanding requirement to complete your verification and release your withdrawal.

Given that this alternative submission method was provided to make the process easier for you, we fail to understand what is currently preventing you from sending it and allowing us to finalize your case without further delay.

Best regards,

Magius Casino Team

If you really don't understand what I think is wrong with the way how you are dealing with the players, it's a hopeless case. I still haven't been provided a valid reason for these intentional delays and actions. How many times do I have to repeat that it's not a technical issue with uploading the documents.

It's about intentional delays with withdrawals without any proper responses given which also seems to continue here + an impossible document request with all those details visible in the photo.

Please also understand that I have been patient with this issue for around 2 months, before I decided to contact Casino Guru. So, I can say I have tried my best to solve these issues directly.

I haven't seen any progress from your side either. My question about why I was not given any support with the documents for a long time has still been ignored.

Dear Jana,

Please kindly review the email we have sent regarding this case.

Best Regards,

Magius Casino Team

How does it help? No actual content as usual. Template answers are not support. Just a got a new template answer as a follow-up.

The only thing that actually helps here is to review the entire thread and see what has happened, and how my questions have been ignored with these template answers for a long time + process the withdrawal.

If you familiarize yourself with all the communication I have had with your support including the latest message, you will understand that I'm not complaining without a reason. I have never had to come here about any other casino.

And one more time about the remaining document request you have:

1. It's impossible to fit everything in photo (I tried this)
2. It's unfounded (Not asked by any other casino and I haven't been provided any valid reason for the request)
3. Your licensor does not require it (They basically don't require any verification documents)
4. It's extremely humiliating after how I have been treated when I had questions about the other documents.

Dear Ilpo247,

We would like to remind you once again that the requested selfie with your ID document and our website open in the background is a mandatory part of the verification process.

Please be aware that according to our Terms and Conditions:

5.1: You must provide all information and documents we may request in order to manage your account and verify your identity and payment methods.

5.2: We may, at our sole discretion, use any additional procedures we deem fit to verify your identity (KYC), both before and after deposits or withdrawals.

5.3: You must provide these documents within 30 days after the request. We reserve the right to withhold payment and/or suspend your account until full cooperation is received, and to permanently close your account if you fail to comply.

5.5: By accepting our Terms, you explicitly agreed that we are entitled to carry out additional security checks, including face verification or other such methods, to ensure account security and compliance.

At this point, the successful completion of your verification depends entirely on your cooperation. We have provided you with clear instructions and full assistance. Unless the requested document is submitted, we will not be able to finalize the process.

Thank you for your understanding.

Best Regards,

Magius Casino Team

That's clear.

There is still no explanation for the delays and misleading responses from customer service, which lasted over a month, but instead there is a demand and a threat as a counterbalance.

It's also a bit of a bad sign that your answers are starting to sound provoked. And it's still no help how you can even take that impossible picture that fits all the requested information. Your example link doesn't lead anywhere on the verification pages.

You can close this case, but hopefully it won't at least raise the security rating of this casino.

Asia selvä.

Ei edelleenkään minkäälaista selitystä viivyttelylle ja harhaanjohtaville vastauksille asiakaspalvelun osalta, joka kesti yli kuukauden, mutta sen sijaan vastapainoksi on tarjolla vaatimus ja uhkaus.

On myös hieman huono merkki, että vastauksenne alkavat kuulostaa provosoituneilta. Eikä myöskään edelleenkään apua siihen, että miten kyseisen mahdottoman kuvan voi edes ottaa niin, että kaikki pyydetty tieto mahtuu siihen. Esimerkkilinkkinne ei johda mihinkään todennussivuilla.

Voitte sulkea tämän tapauksen, mutta toivottavasti se ei ainakaan nosta tämän kasinon turvallisuusluokitusta.

Dear Ilpo247,

would it be possible from your side to upload a photo that a casino requires? After this, it will be easier to proceed the verification.

Hi Jana,

I have tried to explain here that everyone can try taking the picture in question so that their face, ID and the casino website are visible in the background. And this is exactly why fair online casinos do not ask for such documents to verify their account. I feel that I have every reason to suspect that it is something other than identity verification based on the treatment I received at this casino and other genuine user reviews. Furthermore, I no longer trust this casino to send such personal documents - I am afraid of the lack of information security and the spread of documents for the wrong purposes.

For verification, honest online casinos will only require proof of identity, proof of address, proof of payment method and possibly a payment transaction. In addition to all of these, I have also provided them with proof of ownership of my payment card. Casinos operating under a reliable license do not make impossible document requests to their customers and Magius' previous message gives a good indication of what kind of operator this is.

I would rather live with the wasted 326 euros than the fear of my documentary being in the wrong hands or being laughed at because the picture doesn't work either. It's a shame for the entire industry that there are still operators like this.

Hei Jana,

Olen yrittänyt tässä selittää, että jokainen voi itse kokeilla kyseisen kuvan ottamista niin, että kasvot, henkilötunnus ja kasinon sivusto näkyy siinä taustalla. Ja juuri tästä syystä reilut nettikasinot eivät pyydä tämänkaltaisia dokumentteja tilin vahvistamistamiseksi. Koen, että minulla on täysi syy epäillä, että kyse on aivan jostain muusta kuin henkilöllisyyden vahvistamisesta perustuen saamaani kohteluun tällä kasinolla sekä muihin aitoihin käyttäjäarvioihin. Lisäksi en myöskään luota enää tähän kasinoon niin, että lähettäisin näin henkilökohtaisia dokumentteja - Pelkään tietoturvan puutetta ja asiakirjojen leviämistä vääriin käyttötarkoituksiin.

Vahvistukseen riittää rehellisillä nettikasinoilla henkilöllisyystodistus, todistus osoiteesta, todistus maksutavasta ja mahdollisesti maksutapahtumasta. Näiden kaikkien lisäksi olen toimittanut heille myös todisteen maksukorttini omistajuudesta. Luotettavan lisenssin alla toimivat kasinot eivät aseta mahdottomia asiakirjapyyntöjä asiakkailleen ja Magiuksen edellinen viesti antaa hyvin suuntaa, millainen toimija on kyseessä.

Pystyn elämään mieluummin hukkaan heitetyn 326 euron kanssa kuin pelon siitä, että dokumenttini olisi väärissä käsissä tai naurun aiheena, koska kuvan ottaminen ei myöskään onnistu. Harmittavaa koko alalle, että tällaisia operaattoreita vielä löytyy.

Dear Ilpo247,

We are sorry to hear about this situation in regards to your account. Our priority is to complete your verification process as quickly as possible so that we can proceed with your withdrawal.

However, we would like to kindly remind you that we are still waiting to receive the required documentation in order to move forward with your verification process. Specifically, we need a selfie photo of yourself holding your ID document making sure our website is visible in the background on an alternative screen or device.

As mentioned before, without this required documentation, we are unable to finalize the verification process, which is required before your withdrawal can be processed. This requirement is part of our commitment to maintaining a secure and trustworthy environment for all players.

Thank you for your understanding.

Best regards,

Magius Casino Team.

Dear Ilpo247,

will you please provide the casino with the required document in order to fully verify your account?

Hello,

As I said, I wouldn't have any problem with it if it was a normal document request. I think I've encountered a situation once before with a reliable operator where I had to send just a selfie without any weird casino pictures in the background.

I believe that we all know in this discussion that there has been a deliberate delay in my repatriation in the past, and this type of document request is mainly to ensure that the repatriation cannot be approved because not all those elements can be clearly seen in the picture.

I also haven't received any answers to my questions about customer service's unwillingness to help with previous documents, which took weeks before I received any information.

So the case can be closed for me. If the casino is doing so badly that 326 euros is the reason for this kind of action, I don't think anyone should put their money here. I have to be more careful with these casinos that operate on this same basis in the future.

Hei,

Kuten jo sanoin, niin minulla ei olisi asian kanssa mitään ongelmaa, jos kyseessä olisi normaali asiakirjapyyntö. Olen tainnut kerran aiemmin luotettavalla operaattorilla törmätä tilanteeseen, jossa piti lähettää pelkkä selfie ilman mitään älyttömiä kasinokuvia taustalla.

Uskon, että me kaikki tiedämme tässä keskustelussa, että kyse on ollut aiemmin kotiutukseni tahallisesta viivyttelystä ja tämäntyyppinen asiakirjapyyntö on lähinnä sitä varten, ettei kotiutusta voi edelleenkään hyväksyä, koska kuvaan ei saa näkymään selkeästi kaikkia noita elementtejä.

En myöskään ole saanut mitään vastauksia kysymyksiini asiakaspalvelun haluttomuudesta auttaa aiempien dokumenttien kanssa, jota kesti viikkoja ennen kuin sain mitään tietoa.

Tapauksen voi puolestani siis sulkea. Jos kasinolla menee niin huonosti, että 326 euron takia tällainen menettely niin en usko, että kenenkään kannattaa tänne rahojaan laittaa. Pitää olla itsekin jatkossa varovaisempi näiden tällä samalla pohjalla toimivien kasinoiden kanssa.

Dear Ilpo247,

the selfie with the background of the casino is a standard procedure that the casino could require. Would it be possible for you to take the selfie so the casino can finish the verification process?

Hello,

I think I already kindly asked to close this case.

There can be many opinions about the "normality" of the document, but I would say that 99% of players would not go to the casino if they knew that an absurd amount of documents were required to withdraw, including the selfie in question, which would have to fit both the casino website and an ID card 🙂 (Adding to that, the documents were initially rejected one after the other, and they refused to tell us what was wrong with them).

This is also not part of the practices of reliable operators operating under licenses from, for example, Malta or Estonia. And considering that Magius has no obligations as a licensee to this request, this is just a continuation of the chain of events in delaying my withdrawal.

Hei,

Mielestäni pyysin jo ystävällisesti sulkemaan tämän tapauksen.

Asiakirjan "tavallisuudesta" voidaan olla montaa mieltä, mutta sanoisin, että 99% pelaajista ei lähtisi pelaamaan kasinolle, jos he tietäisivät, että kotiuttamiseen vaaditaan tolkuton määrä asiakirjoja mukaan lukien kyseinen selfie, johon pitäisi saada mahtumaan seka kasinosivut että henkilöllisyystodistus 🙂(Siihen kun vielä lisätään, että dokumentteja hylättiin aluksi yksi toisensa jälkeen, eikä suostuttu kertomaan, että mikä niissä oli vialla).

Tämä ei myöskään kuulu esimerkiksi Maltan tai Viron lisenssien alla toimivien luotettavien operaattorien toimitapoihin. Ja ottaen huomioon, että Magiuksella ei ole minkäänlaisia lisenssin myöntäjän velvoitteita kyseiseen pyyntöön, on tämä vain jatkoa tapahtumasarjalle kotiutukseni viivyttelyssä.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.