Magius Casino - El jugador solicita un reembolso debido a que no logró autoexcluirse.

​I am filing this complaint against Magius Casino for a serious violation of player protection and Duty of Care. I am a resident of Germany and I am officially registered in the OASIS national self-exclusion database.

​Despite my self-exclusion status, Magius Casino allowed me to register, deposit, and lose approximately €4,000 without any verification or block, which is a direct violation of the regulations applicable to players in my jurisdiction. Furthermore, I have clearly communicated my gambling addiction to the casino, and my account was recently closed under the status "Suchtprävention" (Addiction Prevention).

​The casino failed to perform the mandatory OASIS check and ignored my clear signs of compulsive gambling. I have attempted to resolve this with them directly, but they refuse to refund the deposits made while I should have been protected. I am requesting a full refund of my deposits due to these systemic failures in their responsible gambling procedures.

Costel.92 Costel O.

[email address hidden by Casino Guru]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

It is important to clarify a key aspect of this case: Magius Casino operates without a German license and is not regulated under the German gambling authority. This means the casino is not part of the OASIS self-exclusion system and is not legally required to perform OASIS checks or enforce exclusions registered within Germany.

The OASIS system applies strictly to operators licensed in Germany. Since Magius Casino operates without a license, these protections do not extend to their platform.

While we fully acknowledge the seriousness of your situation and your mention of gambling addiction, from a regulatory standpoint, the casino did not breach any obligations related to OASIS, as they are not bound by German regulations.

For this reason, we are unable to support a refund request based on the failure to enforce the OASIS exclusion.

However, you also mentioned that you mentioned to the casino that you are a gambling addict.

• Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
• Did you make any deposits into this casino after you stated that you were addicted to gambling and requested account closure?

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello Veronika,

I'm having trouble finding the old emails because I deleted them for emotional reasons, to avoid being reminded of the game. But I have important points to make regarding my case with Magius:

I have informed the Magius support team about my game problems several times. Deleting the emails doesn't change the fact that they must still exist in their system.

Please review the transaction PDFs I've uploaded. They clearly show extremely compulsive behavior – numerous deposits in a very short period. A reputable casino should have intervened immediately to protect me.

I am a resident of Germany. Even if the casino does not have a German license, it is an international standard for player protection that a player who shows or expresses signs of addiction is immediately blocked.

I request that you ask the casino to review its internal chat logs and email histories. My request to close my account due to addiction will be documented there.

Hallo Veronika,

​Ich habe Schwierigkeiten, die alten E-Mails zu finden, da ich sie aus emotionalen Gründen gelöscht habe, um nicht mehr an das Spielen erinnert zu werden. Aber ich habe wichtige Punkte zu meinem Fall bei Magius:

​Ich habe das Support-Team von Magius mehrmals über meine Spielprobleme informiert. Dass ich die E-Mails gelöscht habe, ändert nichts an der Tatsache, dass sie in deren System existieren müssen.

​Bitte schauen Sie sich die Transaktions-PDFs an, die ich hochgeladen habe. Man sieht dort ein extrem zwanghaftes Verhalten – viele Einzahlungen in sehr kurzer Zeit. Ein seriöses Casino hätte hier sofort intervenieren müssen, um mich zu schützen.

​Ich bin in Deutschland ansässig. Auch wenn das Casino keine deutsche Lizenz hat, ist es internationaler Standard für Spielerschutz, dass ein Spieler, der Anzeichen von Sucht zeigt oder diese äußert, sofort gesperrt wird.

​Ich bitte Sie, das Casino aufzufordern, die internen Chat-Logs und E-Mail-Verläufe zu prüfen. Dort wird meine Anfrage zur Kontoschließung wegen Sucht stehen.

Hello Veronika,

I would like to add that this is not a closed case for me if we do not reach an amicable agreement here.

If Magius Casino is unwilling to take responsibility for the lack of player protection, I will officially report the case to the GGL (Joint Gambling Authority of the German Federal States). Furthermore, I reserve the right to initiate legal proceedings through a specialized law firm in Germany to recover my losses resulting from their illegal operation without a German license.

However, I hope we can resolve this matter fairly here via Casino Guru before I have to involve these official institutions.

Thank you very much for your efforts.

Hallo Veronika,

​Ich möchte noch hinzufügen, dass dies für mich kein abgeschlossener Fall ist, falls wir hier keine gütliche Einigung erzielen.

​Wenn Magius Casino nicht bereit ist, Verantwortung für den mangelnden Spielerschutz zu übernehmen, werde ich den Fall offiziell an die GGL (Gemeinsame Glücksspielbehörde der Länder) in Deutschland melden. Zudem behalte ich mir vor, rechtliche Schritte über eine spezialisierte Anwaltskanzlei in Deutschland einzuleiten, um meine Verluste aufgrund des illegalen Angebots ohne deutsche Lizenz zurückzufordern.

​Ich hoffe jedoch, dass wir den Fall hier über Casino Guru fair lösen können, bevor ich diese offiziellen Institutionen einschalten muss.

​Vielen Dank für Ihre Bemühungen.

Hello costelonisoru.92,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear costelonisoru.92,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Thank you very much for your patience, costelonisoru.92. Could you please advise whether you used the unsubscribe option that is provided in each promotional email?

Dear costelonisoru.92,

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,
Kristina
Casino.Guru