Magius Casino - La cuenta del jugador ha sido reabierta sin su consentimiento.

Hello, in May 2025 I closed my account at this casino due to gambling-related problems.

My account was reopened without my consent, resulting in losses of €162 in a single day. I contacted the chat service to request a refund, but they closed my account and the chat service itself. I emailed support, but they haven't responded yet.

Salve, a Maggio 2025 avevo chiuso account in questo casinò, per problemi legati al gioco d' azzardo.

Il mio account è stato riaperto senza il mio consenso, portando a perdite di €162 in un solo giorno. Ho scritto alla chat per chiedere un rimborso e hanno chiuso account e pure la chat stessa. Ho inviato mail al supporto, ma non mi hanno ancora risposto

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Magius Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when did the casino reopen your account, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@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.

Best regards,

Attila

My account was closed in May 2025. Yesterday, while browsing my inbox, I noticed I was receiving emails with reload bonuses, etc., about this casino. This led me to deposit €162 in total yesterday, as I can also demonstrate from the screenshots. This morning, they responded to my refund request email. They told me they had reopened it due to a technical error and that they will not reopen it, but I will not receive any refund of the funds.

Il conto era stato chiuso a Maggio 2025, ieri navigando tra la mail ho notato che mi arrivavano mail con bonus ricarica, eccetera su questo Casinò. Ciò mi ha portato a depositare ieri €162 in totale, come posso anche dimostrare dagli screenshot. Sta mattina mi hanno risposto alla mail di Richiesta di rimborso. Mi hanno scritto che l' avevano riaperto per un errore tecnico e che non lo riaprono più, ma non riceverò alcun rimborso dei fondi

I attach here the email they sent me

Allego qui mail che mi hanno inviato loro

I'm attaching an email where I sent a request for self-exclusion, which was accepted by them. May 2025

Allego mail dove invio richiesta di autoesclusione e da loro accettata. Maggio 2025

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello, what's new? The casino isn't replying to my emails anymore.

Salve, novità? Il Casinò non mi risponde più alle mail

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, Martin (martin.l@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,

Attila

Okay, but maybe there's a typo in the case title. The account was reopened without consent, not closed without consent.

Va bene, comunque forse c'è un errore nel titolo del caso. L' account è stato riaperto senza consenso, non chiuso senza consenso

Hello JOEJANET90,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Magius Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the account seems to have been reopened due to a technical issue, please reconsider the refund of funds deposited after this point.

In case there is any additional information relevant to this case, please let us know here or via email at martin.l@casino.guru.

Thank you in advance for providing us with your view of the issue.