Magius Casino - El retiro del jugador se ha retrasado y su cuenta está bajo revisión.

I would like to file a complaint against Magius.com.

I deposited a small amount (€150) and initially received a few withdrawals of €500 each for a total of €1500, which made me believe the platform was reliable.

However, when I tried to withdraw a larger amount, my withdrawals were blocked. I currently have €1,500 pending.

The platform required KYC verification. I provided all the required documents, including proof of residence and an original PDF bank statement.

Despite this, the platform continues to delay the process indefinitely, claiming that my account is "under review" without providing any clear timeline or explanation.

I believe this is an unfair practice aimed at delaying or avoiding payments.

I am requesting assistance to resolve this issue and receive my pending withdrawals.

Vorrei presentare un reclamo contro Magius.com.

Ho depositato una piccola somma (150 €) e inizialmente ho ricevuto alcuni prelievi da 500 € ciascuno per un totale di 1500€, il che mi ha fatto ritenere la piattaforma affidabile.

Tuttavia, quando ho cercato di prelevare una somma più consistente, i miei prelievi sono stati bloccati. Al momento ho 1500 € in sospeso.

La piattaforma ha richiesto la verifica KYC. Ho fornito tutti i documenti richiesti, compresa la prova di residenza e un estratto conto bancario in formato PDF originale.

Nonostante ciò, la piattaforma continua a ritardare il processo a tempo indeterminato, sostenendo che il mio conto è "in fase di revisione" senza fornire alcuna tempistica chiara o spiegazione.

Ritengo che si tratti di una pratica sleale volta a ritardare o evitare i pagamenti.

Chiedo assistenza per risolvere la questione e ricevere i miei prelievi in sospeso

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings (e.g., slots, live casino games, or sports betting)?
• Have you passed the full KYC verification, or has the casino not yet informed you about the outcome of your verification process?
• When was the last time you uploaded an identity document to the casino for verification?
• Have you been asked to re-upload any documents because they could not be approved during KYC?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

Thank you for your reply and for helping me with this matter.

Here are the required details:

- I played mainly live casino games, especially live prestige roulette.

- I've tried completing KYC verification several times, but the casino keeps rejecting my documents without providing a clear explanation.

- I uploaded the required documents several times via the platform and also sent them via email as instructed.

- Today I uploaded a new bank statement (proof of address) in original PDF format.

-They also have a PDF statement and a screenshot of my Skrill and Wirex e-wallets showing my residence.

- Despite this, my withdrawals (which were pending since 01/03/2026) have now been cancelled by the casino.

- All my winnings were generated from real balance, without any bonuses.

At this point, it seems impossible to complete the verification process, as the casino keeps delaying and rejecting valid documents without justification.

I would appreciate it if you could help me resolve this issue and ensure my withdrawals are processed.

Thank you in advance for your support.

Best regards,

Marco L.

Ciao Veronika,

Grazie per la tua risposta e per l'aiuto che mi stai dando in questa vicenda.

Ecco i dettagli richiesti:

- Ho giocato principalmente a giochi di casinò dal vivo, in particolare alla live prestige roulette.

- Ho provato più volte a completare la verifica KYC, ma il casinò continua a rifiutare i miei documenti senza fornire una spiegazione chiara.

- Ho caricato i documenti richiesti diverse volte tramite la piattaforma e li ho anche inviati via e-mail come da istruzioni.

- Oggi ho caricato nuovamente un nuovo estratto conto bancario (prova di indirizzo) in formato PDF originale.

-In loro possesso anche estratto conto pdf e screen del e-wallet skrill e wirex dove si evince la mia residenza.

- Nonostante ciò, i miei prelievi (che erano in sospeso dal 01/03/2026) sono stati ora annullati dal casinò.

- Tutte le mie vincite sono state generate dal saldo reale, senza alcun bonus.

A questo punto, sembra impossibile completare il processo di verifica, poiché il casinò continua a ritardare e a rifiutare documenti validi senza giustificazione.

Vi sarei grato se poteste aiutarmi a risolvere questo problema e garantire che i miei prelievi vengano elaborati.

Grazie in anticipo per il vostro supporto.

Cordiali saluti,  

Marco L.

Thank you for your reply.

To proceed with the investigation, please forward the most recent documents you submitted to the casino that have not yet been verified to veronika.f@casino.guru. Additionally, kindly include all communication between you and the casino’s customer support regarding the verification of your account and the issues with your withdrawal requests.

Hi Veronika,

Thanks for your help.

As requested, I have emailed you all the relevant documents and email correspondence with the casino.

I now await your response and the results of the investigation. Should further information or documents be needed, I remain at your complete disposal to provide them.

Best regards,

Marco L.

Ciao Veronika,

Grazie per il tuo aiuto.

Come da richiesta, ti ho inviato via e-mail tutti i documenti pertinenti e la corrispondenza via e-mail con il casinò.

Attendo ora un tuo riscontro e i risultati dell'indagine. Qualora fossero necessarie ulteriori informazioni o documenti, resto a tua completa disposizione per fornirteli.

Cordiali saluti,  

Marco L.

Hi Veronika,

I'd like to provide you with another update regarding the verification process.

The casino has now informed me that "digital banking services are not accepted" for address verification purposes.

However, the bank statement I submitted was issued by a traditional Italian bank (Monte dei Paschi di Siena), not a digital banking service.

At this point, the requirements and explanations provided by the casino appear inconsistent, and the verification process continues to be delayed, while the ability to withdraw remains blocked.

Best regards,

Marco L.

Ciao Veronika,

Vorrei fornirti un altro aggiornamento riguardo alla procedura di verifica.

Il casinò mi ha ora comunicato che "i servizi bancari digitali non sono accettati" ai fini della verifica dell’indirizzo.

Tuttavia, l’estratto conto che ho inviato è stato emesso da una banca tradizionale italiana (Monte dei Paschi di Siena), non da un servizio bancario digitale.

A questo punto, i requisiti e le spiegazioni fornite dal casinò appaiono incoerenti e il processo di verifica continua a subire ritardi, mentre la possibilità di prelevare rimane ancora bloccata.

Cordiali saluti,

Marco L.

Dear Biondo21

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, Lucia (lucia.s@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,

Veronika

Hello Biondo21,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Magius Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Biondo21,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Magius Casino Team.

Dear all,

We are pleased to inform you that our team has successfully reviewed and approved your documents. Your account is now fully verified and in good standing.

Thank you for your cooperation and patience throughout this standard security check. If you have any pending transactions, they will now be processed accordingly.

Should you have any further questions or require additional assistance, please feel free to reach out to us directly.

Best regards,

Magius Casino Team.

Hello,

I’m happy to hear things are moving in the right direction. I will leave this complaint open until I receive confirmation from Biondo21 that all funds have been received.

Dear Biondo21,

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.

Hi Lucia,

Thank you for keeping the complaint open.

I'd like to provide an update on the situation. Although the casino has publicly confirmed that my account has been fully verified and that pending transactions will be processed, to date, withdrawal requests made on May 22, 23, and 24, 2026, have not yet been processed, and I have not received any payments.

Withdrawals are currently still pending, even though account verification has been approved by the casino.

I'm waiting for the casino to process my withdrawals and disburse the funds. I'll update the complaint as soon as I receive further developments.

Thank you for your support and for choosing to keep the claim open until the funds are actually received.

Best regards,

Marco L.

Ciao Lucia,

grazie per aver mantenuto aperto il reclamo.

Vorrei fornire un aggiornamento sulla situazione. Sebbene il casinò abbia confermato pubblicamente che il mio account è stato completamente verificato e che le transazioni in sospeso sarebbero state elaborate, ad oggi le richieste di prelievo effettuate il 22, 23 e 24 maggio 2026 non sono ancora state processate e non ho ricevuto alcun pagamento.

Attualmente i prelievi risultano ancora in attesa, nonostante la verifica del conto sia stata approvata dal casinò.

Resto in attesa che il casinò proceda con l’elaborazione dei prelievi e con il pagamento dei fondi. Provvederò ad aggiornare il reclamo non appena riceverò ulteriori sviluppi.

Grazie per il supporto e per aver deciso di mantenere aperto il reclamo fino all’effettiva ricezione dei fondi.

Cordiali saluti,

Marco L.

Dear Magius Casino Team,

I would greatly appreciate it if you could provide an update regarding the current status of the players' withdrawals.

Dear Biondo21,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Magius Casino Team.

Hi Lucia,

I'd like to update you on the situation. Today I successfully received three withdrawals of €500 each, for a total of €1,500.

I would like to thank you for your support to date. Since the casino has publicly confirmed that my account is fully verified, I kindly ask that future withdrawals be processed within the normal timeframes, avoiding further undue delays.

Since the remaining balance on the account is still significant, I kindly ask you to keep the claim open until all due funds have been received in full.

I will continue to update you on further developments.

Best regards,

Marco L

Ciao Lucia,

vorrei aggiornarvi sulla situazione. Oggi ho ricevuto con successo i tre prelievi da 500€ ciascuno, per un totale di 1.500€.

Desidero ringraziarvi per il supporto fornito fino ad oggi. Considerato che il casinò ha confermato pubblicamente che il mio account è completamente verificato, chiedo gentilmente che i futuri prelievi vengano elaborati nel rispetto delle normali tempistiche previste, evitando ulteriori ritardi ingiustificati.

Poiché il saldo residuo sul conto è ancora significativo, vi chiedo cortesemente di mantenere aperto il reclamo fino alla completa ricezione di tutti i fondi dovuti.

Continuerò ad aggiornarvi sugli ulteriori sviluppi.

Cordiali saluti,

Marco L

Dear all,

Thank you for the patience.

We would like to inform you that the player's latest withdrawal request was submitted on June 10th and is currently processing. All subsequent withdrawal requests will be approved and processed accordingly.

Best Regards,

Magius Casino Team.

Hello Biondo21,

I wanted to follow up and ask if the funds have arrived.

Hi Lucia,

I confirm that I have successfully received my first three withdrawals of €500 each, for a total of €1,500.

Subsequently, in compliance with the casino's limits, I made three further withdrawal requests of €500 each on 10/06/2026, 11/06/2026, and 12/06/2026, for a total of €1,500.

To date, however, these three requests have not yet been processed and are still pending.

Since the casino has publicly confirmed that my account is fully verified and that pending transactions will be processed, I kindly ask you to keep the complaint open and continue monitoring the situation so that future withdrawals are processed within the normal timeframes.

I will continue to update you on any further developments.

Best regards,

Marco L

Ciao Lucia,

confermo di aver ricevuto con successo i primi tre prelievi da 500€ ciascuno, per un totale di 1.500€.

Successivamente, nel rispetto dei limiti previsti dal casinò, ho effettuato ulteriori tre richieste di prelievo da 500€ ciascuna nelle date 10/06/2026, 11/06/2026 e 12/06/2026, per un ulteriore importo complessivo di 1.500€.

Ad oggi, tuttavia, queste tre richieste non sono ancora state elaborate e risultano ancora in attesa.

Poiché il casinò ha confermato pubblicamente che il mio account è completamente verificato e che le transazioni in sospeso sarebbero state processate, vi chiedo gentilmente di mantenere aperto il reclamo e di continuare a monitorare la situazione affinché anche i futuri prelievi vengano elaborati nel rispetto delle normali tempistiche previste.

Continuerò ad aggiornarvi su ogni ulteriore sviluppo.

Cordiali saluti,

Marco L

Hi Lucia,

I would like to provide an update on the situation.

Yesterday I successfully received three withdrawals of €500 each, for a total of €1,500, credited correctly.

After receiving these payments, I have already made new withdrawal requests and will submit another tomorrow, subject to the casino's limits and withdrawal methods.

I appreciate the payments being processed, but there is still a significant balance in the account that needs to be withdrawn. Therefore, I kindly ask you to keep the claim open until all funds are received.

I will continue to update you on developments and future payments received.

Thank you for your support.

Best regards,

[Edited]

Ciao Lucia,

vorrei fornire un aggiornamento sulla situazione.

Ieri ho ricevuto con successo tre prelievi da 500€ ciascuno, per un totale di 1.500€, accreditati correttamente.

Dopo aver ricevuto questi pagamenti, ho già effettuato nuove richieste di prelievo e domani ne presenterò un’ulteriore, nel rispetto dei limiti e delle modalità di prelievo previste dal casinò.

Apprezzo il fatto che i pagamenti stiano procedendo, tuttavia sul conto è ancora presente un saldo significativo da prelevare. Per questo motivo vi chiedo gentilmente di mantenere aperto il reclamo fino alla completa ricezione di tutti i fondi.

Continuerò ad aggiornarvi sugli sviluppi e sui futuri pagamenti ricevuti.

Grazie per il vostro supporto.

Cordiali saluti,

[Redacted]

Hello Biondo21,

Thank you very much for the update. I look forward to hearing from you in the next one.

Hi Lucia,

I would like to provide you with a new update.

First of all, I would like to confirm that I have successfully received my previous withdrawals totaling €3,000. I thank you again for your support.

I subsequently continued to follow the casino's procedures, making three new withdrawal requests of €500 each on 18/06/2026, 19/06/2026, and 20/06/2026.

To date, however, these three requests are still pending and have not been processed.

Since my account has been declared fully verified by the casino representative and previous payments have been processed, I kindly ask you to verify with the casino the reason for this new delay and to expedite the processing of withdrawals, so that payments continue regularly.

Thank you again for your support and I remain available for any further information.

Best regards,

Marco L

Ciao Lucia,

vorrei fornirvi un nuovo aggiornamento.

Desidero innanzitutto confermare di aver ricevuto con successo i precedenti prelievi per un totale di 3.000€, per i quali vi ringrazio nuovamente per il supporto fornito.

Successivamente ho continuato a seguire le procedure previste dal casinò, effettuando tre nuove richieste di prelievo da 500€ ciascuna nelle date 18/06/2026, 19/06/2026 e 20/06/2026.

Ad oggi, però, queste tre richieste risultano ancora in attesa e non sono state elaborate.

Poiché il mio account è stato dichiarato completamente verificato dal rappresentante del casinò e i precedenti pagamenti sono stati eseguiti, vi chiedo cortesemente di verificare con il casinò il motivo di questo nuovo ritardo e di sollecitare l’elaborazione dei prelievi, affinché i pagamenti continuino con regolarità.

Vi ringrazio ancora per il vostro supporto e resto a disposizione per qualsiasi ulteriore informazione.

Cordiali saluti,

Marco L

Dear Magius Casino Team,

I would like to kindly request an update regarding the current status of player withdrawals. Additionally, if there are any issues that require our attention, please let us know. Thank you for your assistance.

Hi Lucia,

I would like to provide you with a new update.

I would like to confirm that the casino has successfully processed my last three withdrawals of €500 each. I received one payment yesterday and two more today, for a total of €1,500.

Thank you again for your continued support and assistance, as I believe your efforts have helped ensure the withdrawals continue to be processed smoothly.

In the meantime, I will continue to request withdrawals within the casino's limits and will keep you updated on any developments.

I kindly ask you to keep the complaint open until all funds remaining in the account have been received.

Thanks again for your valuable support.

Best regards,

Marco L

Ciao Lucia,

vorrei fornirvi un nuovo aggiornamento.

Desidero confermare che il casinò ha elaborato con successo gli ultimi tre prelievi da 500€ ciascuno. Ho ricevuto un pagamento ieri e altri due pagamenti oggi, per un totale di 1.500€.

Vi ringrazio ancora per il supporto e l’assistenza che mi state fornendo, poiché ritengo che il vostro intervento abbia contribuito a far proseguire correttamente l’elaborazione dei prelievi.

Nel frattempo continuerò a richiedere i prelievi nel rispetto dei limiti previsti dal casinò e vi terrò aggiornati sugli sviluppi.

Vi chiedo gentilmente di mantenere aperto il reclamo fino alla completa ricezione di tutti i fondi ancora presenti sul conto.

Grazie ancora per il vostro prezioso supporto.

Cordiali saluti,

Marco L

Dear Biondo21,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Magius Casino Team.

Dear Biondo21,

We are pleased to inform you that your withdrawal requests have been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

Magius Casino Team.

Dear Biondo21,

We kindly ask that you inform us once the funds have been received. Thank you for your attention to this matter.

Hi Lucia,

I would like to provide you with a new update.

After successfully receiving my last three withdrawals totaling €1,500, I have now received a total of €4,500 in casino-processed withdrawals. Thank you again for your continued support and assistance.

I subsequently continued to follow the casino's procedures and made three new withdrawal requests of €500 each on 04/07/2026, 05/07/2026, and 06/07/2026.

To date, however, these three requests have not yet been processed and are still pending.

Since my account has been verified and my previous withdrawals have been paid out, I kindly ask you to check with the casino representative about the reason for this new delay and to urge the payment processing to continue as normal.

Thank you again for your continued support and I will continue to update you on any developments.

Best regards,

Marco L

Ciao Lucia,

vorrei fornirvi un nuovo aggiornamento.

Dopo aver ricevuto con successo gli ultimi tre prelievi per un totale di 1.500€, ad oggi ho ricevuto complessivamente 4.500€ tramite i prelievi elaborati dal casinò, per i quali vi ringrazio nuovamente per il supporto e l’assistenza che mi state fornendo.

Successivamente ho continuato a seguire le procedure previste dal casinò e ho effettuato tre nuove richieste di prelievo da 500€ ciascuna nelle date 04/07/2026, 05/07/2026 e 06/07/2026.

Ad oggi, tuttavia, queste tre richieste non sono ancora state elaborate e risultano ancora in attesa.

Poiché il mio account è stato verificato e i precedenti prelievi sono stati regolarmente pagati, vi chiedo gentilmente di verificare con il rappresentante del casinò il motivo di questo nuovo ritardo e di sollecitare l’elaborazione dei pagamenti, affinché il processo continui con regolarità.

Vi ringrazio ancora per il continuo supporto e continuerò ad aggiornarvi su ogni sviluppo.

Cordiali saluti,

Marco L