Magius Casino - El jugador cree que el reintegro se ha retrasado.

Hello,

I would like to file a formal complaint against Magius Casino.

I have my account verified, as confirmed by the casino's own support. I have made two successful withdrawals previously, but a third withdrawal made recently has been pending for more than 5 working days, and so far has not been processed.

I've contacted support several times. They inform me that the request has been forwarded to the finance department, but refuse to give any concrete deadline or clear update.

I'm not using bonuses, my account complies with the casino's terms, and I'm just waiting for the casino to fulfill its basic obligation: to pay out the amount withdrawn.

I request Casino Guru's help to mediate this situation and ensure that the amount of my withdrawal is finally paid out. I can provide screenshots, proof of the withdrawal request and all conversations with support, if necessary.

Thank you in advance for your attention and help.

Olá,

Gostaria de registrar uma reclamação formal contra o Magius Casino.

Tenho minha conta verificada, conforme confirmado pelo próprio suporte do cassino. Já realizei dois saques com sucesso anteriormente, mas um terceiro saque feito recentemente está pendente há mais de 5 dias úteis, e até o momento não foi processado.

Já entrei em contato com o suporte várias vezes. Eles informaram que a solicitação foi encaminhada ao departamento financeiro, mas se recusam a dar qualquer prazo concreto ou atualização clara.

Não estou usando bônus, minha conta está em conformidade com os termos do cassino, e estou aguardando apenas o cumprimento da obrigação básica do cassino: o pagamento do valor sacado.

Solicito a ajuda do Casino Guru para intermediar essa situação e garantir que o valor do meu saque seja finalmente pago. Posso fornecer capturas de tela, comprovantes do pedido de saque e todas as conversas com o suporte, caso necessário.

Agradeço desde já pela atenção e ajuda.

Dear Viis,

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


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.

Thank you for your reply and explanation.

I'll wait the 14 days as indicated. I hope that the payment will be made within this period. If not, I will contact you again to ask for your help.

Thank you in advance for your attention and support.

Best regards,

Obrigado pela resposta e pela explicação.

Vou então aguardar os 14 dias, conforme indicado. Espero que o pagamento seja feito dentro desse prazo. Caso contrário, entrarei em contato novamente para pedir a vossa ajuda.

Agradeço desde já pela atenção e apoio.

Cumprimentos,

I would like to update my complaint regarding the withdrawal requested on May 22.

I have already made two previous withdrawals, both for larger amounts than the current one, and they were paid within 3 working days, which makes the current delay unjustified.

After opening a complaint, I contacted casino support and received contradictory information:

One assistant informed me that there was an expectation to resolve the payment by Friday,(I have this documented )

Other support staff denied having any information from the finance department to confirm this deadline, and that the colleagues had given me false information (I also have this documented).

By chat, they said that the delay was due to a high volume of transactions,

By email, I was told that the delay was related to KYC (Know Your Customer) verification processes, although support confirmed that there is nothing wrong with my account and that it doesn't need any additional documentation.

These contradictions and the lack of transparency show a clear internal disorganization, leaving the player without concrete answers and in limbo.

I ask that Casino Guru continue to monitor this case, as the lack of communication and excessive delays seriously damage trust in Magius Casino.

Thank you for your attention.

Gostaria de atualizar minha reclamação referente ao saque solicitado em 22 de maio.

Já realizei dois saques anteriores, ambos de valores maiores que o atual, e foram pagos em até 3 dias úteis, o que torna o atraso atual injustificado.

Após abrir reclamação, entrei em contato com o suporte do casino e recebi informações contraditórias:

Um assistente informou que havia a expectativa de resolver o pagamento até sexta-feira,(tenho isso documentado )

Outros membros do suporte negaram ter qualquer informação do departamento financeiro para confirmar esse prazo, e que os colega me tinham passado falsas informações (também tenho isso documentado)

Por chat, disseram que o atraso se devia a um alto volume de transações,

Já por email, foi-me comunicado que o atraso estava relacionado a processos de verificação KYC (Conheça Seu Cliente), embora o suporte tenha confirmado que não há nada de errado com a minha conta e que não precisa de documentação adicional.

Essas contradições e a falta de transparência mostram uma clara desorganização interna, deixando o jogador sem respostas concretas e no limbo.

Peço que o Casino Guru continue acompanhando este caso, pois a falta de comunicação e atrasos excessivos prejudicam seriamente a confiança no Magius Casino.

Obrigado pela atenção.

I would like to update my complaint. After some delay, and much insistence and communication with customer support, Magius Casino has processed my withdrawal and I have now received payment.

Although the process took longer than expected, I am pleased that it has been resolved. I would like to close the complaint.

Thank you for your support throughout this process.

Gostaria de atualizar a minha reclamação. Após algum atraso, é de bastante insistência e comunicação com o apoio cliente o Magius Casino processou o meu levantamento e já recebi o pagamento.

Apesar de o processo ter demorado mais do que o esperado, fico satisfeito por ter sido resolvido. Gostaria de encerrar a reclamação.

Agradeço o apoio durante todo este processo.

Dear Viis,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru