Magius Casino - La cuenta del jugador ha sido cerrada sin respetar la autoexclusión.

I am writing to file a complaint against Magius Casino regarding their failure to respect my self-exclusion request and their lack of responsible gambling measures.

In the past, I requested that my account be closed. Despite this, on June 18, 2025, I lost over €1500. That same day, I sent an email asking them to self-exclude me and to refund the losses from that date, as I was in a vulnerable state and clearly stated my intention to stop gambling.

Unfortunately, they did not close my account, and on July 15, 2025, I lost €2300, which was my entire monthly salary. I should not have been allowed to continue gambling after my initial request for self-exclusion. I still have the email as proof that I asked for this well in advance.

I believe Magius Casino failed to fulfill their duty to promote responsible gambling and to act on a clear self-exclusion request.

I kindly ask Casino Guru to help mediate this situation. I would like:

My account to be permanently closed immediately.

A refund of the €2300 lost on July 15, as well as the €1500 from June 18, if possible.

Public acknowledgment that Magius Casino failed to protect a vulnerable player.

Thank you for your support.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Magius Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account isn't closed, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Magius Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@magius.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

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.

Hello Tomas,

Thank you for your reply and for trying to help me.

I still have access to my account.

The live chat function doesn’t work — when I try to open it, nothing happens. It has been like this from the beginning.

I will resend my self-exclusion request along with screenshots that show the original sending date, to your email.

My last deposits — total around €2300 — were made on July 15th, within a few hours.

I haven’t received any official response from the casino regarding my refund request. I only received an automatic confirmation that they received it.

As you recommended, I will resend the self-exclusion email again, and this time I will include you in the CC.

Thank you again for your support.

Best regards

Hello Tomas,

Thank you again for your help so far.

Since the casino has now closed my account and I haven’t received a final decision regarding my refund request, I would like to kindly ask:

Is there still any chance you could help me further with this case?

I truly appreciate your support and the time you’ve dedicated.

Best regards,

Thanks for the update.

Please note we may pursue a refund request only if you informed the casino about suffering from gambling problems and the casino didn't act to protect you.

I went over the evidence you provided and can't conclude the casino had an obligation to protect you. If there are any other requests in which you specified the need for player protection, don't hesitate to send it to me as evidence.

Looking forward to your reply.

Dear Tomas

Thank you for your response.

I would like to clarify that in my original email to the casino, I explicitly used the words:

"immediate and permanent closure"

"a full refund of the deposits made after my first request for exclusion"

"a written confirmation that my account is closed and I will no longer be able to access it"

These are not vague phrases — they clearly indicate that I was asking for exclusion and permanent restriction from gambling on their platform. I chose my words carefully and respectfully, as I considered this a personal and intimate matter. That is why I did not go into further detail about my emotional state or struggles at the time.

However, the core message was unambiguous: I wanted to stop gambling completely and to protect myself from further harm. I used the term "exclusion" intentionally and expected my request to be treated with the seriousness it deserved.

Unfortunately, the casino ignored my request. They allowed me to continue depositing and playing, which only worsened the damage I was trying to avoid.

This, in my opinion, represents a clear failure to respect my exclusion request, and I believe it warrants further review under the principles of responsible gambling.

If the casino had honored my exclusion request from June 18 and had properly closed my account, then on July 15 I would not have had the chance to irresponsibly deposit another €2300. This situation could have been entirely avoided if they had acted when I first asked.

I hope this clarification helps you reassess my case.

Best regards

I understand that the amount lost before June 18 cannot be recovered.

However, the email I sent after the losses on June 18 clearly included the words "permanent exclusion."

Everything lost after that email should have been refunded, as the casino failed to act on my clear request for exclusion.

I’ve had similar situations with other casinos, and with the same explanation, I was permanently excluded.

Even when I later tried to reopen those accounts, my requests were denied.

Here is the exact email I sent, with the specific wording I used.

At the very least, I hope this helps other players with similar issues understand that a request like mine from June 18, 2025, is not enough.

The casino will not only fail to permanently self-exclude you, but they will completely ignore your request.

"I am writing to you again regarding my repeated and ignored requests for permanent account closure and the refund of deposits made after my exclusion request.

I had explicitly requested the closure of my account and asked not to be allowed to deposit or play further. Despite this, my account remained active, and I was able to make additional deposits and lose money. None of my previous emails have received a response, which is both disappointing and unacceptable.

I hereby demand:

The immediate and permanent closure of my account.

A full refund of the deposits made after my first request for exclusion.

A written confirmation that my account is closed and I will no longer be able to access it.

If I do not receive a response within 7 days, I will be forced to escalate this matter to the relevant gambling authority and consider legal options.

Please treat this with the urgency it deserves.

Sincerely,

**********

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello ExPlayer18, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Magius Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear All,

Thank you for reaching out to us.

We will evaluate the case with the relevant department and come back to you with an update.

Thank you for your patience.

Best regards,

Magius Casino Team

Dear All,

The customer didn't specifically mention gambling addiction in their emails. After checking their communication with the casino, the first time gambling addiction was explicitly mentioned was on July 16th.

After that, the account was closed within 24 hours.

Furthermore, no reason for account closure was provided in the initial closure request emails.

As soon as the reason was provided, we closed the account within 24 hours, which is in line with our responsible gambling procedures.

Based on the above, we believe there are no grounds for a refund.

I have sent the relevant evidence to you, Matej, via email as requested.

Best regards,

Magius Casino Team

I would like to thank the Magius Casino for provided evidence, which is matching exactly the evidence provided by the player.

Dear ExPlayer18, after double-checking the evidence, I can confirm that you have requested a self-exclusion on the 16th July, and the casino claims to close the account within 24 hours. Unless they have confiscated your balance upon closure, as soon as the casino confirms your account will be not possible to re-open in the future, I will close this complaint. Is there anything else you disagree with or has not been addressed?

Dear All,

The player's account has already been closed permanently, and it won't be reopened, even after the player's personal request.

Furthermore, all marketing communications have been disabled, so the player won’t be receiving any notifications from us in the future.

Best regards,

Magius Casino Team

Dear ExPlayer18,

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,
Matej
Casino.Guru