Magius Casino - La cuenta del jugador permanece activa a pesar de la solicitud de autoexclusión.

Dear Nicowach1995,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@magius.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Do I understand correctly that you still have access to your casino account? Could you please forward me all the self-exclusion requests that you sent to the casino? My email address is kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, I have sent you the proof I have regarding my self-exclusion as well as proof of deposits since that date.

yours faithfully.

Bonjour, je vous ai envoyé la preuve dont je dispose concernant mon auto-exclusion ainsi que la preuve des dépôts depuis cette date..

bien à vous.

Thank you very much for your reply, Nicowach1995. Do you currently have access to your casino account, please?

Yes, I still have access to it and I have sent several emails to self-exclude myself since then and I have lost money again... I don't know what to do anymore.

Oui j’y ai toujours accès et j’ai refais plusieurs mail pour m’auto-exclure depuis et j’ai encore perdu de l’argent.. je ne sais plus quoi faire

Thank you very much, Nicowach1995, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 okay thank you have a nice day

bonjour d’accord merci bonne journée

Hello Nicowach1995,

My name is Michal 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,

Michal

Good morning,

Thank you for your email.

I have been trying to self-exclude myself from this casino for several weeks or even months and sometimes I get a response and sometimes not and I still have access to my account.

I have lost a lot of money since these requests because I am addicted and it is harmful to me and my private life.

I would like to recover at least €7,000, because since the requests and opening of disputes, I have lost more money.

that the casino reimburses me and bans me, attached, other recent proof of my self-exclusion requests, I don't know how to put them all but here are a few.

Nicolas Wachowski.

Bonjour,

merci pour votre mail.

cela fait plusieurs semaines voir mois que j’essaie de m’auto-exclure de ce casino et j’ai parfois de réponses et parfois non et j’ai toujours accès à mon compte.

j’ai perdu énormément d’argent depuis ces demandes car je suis addict et c’est nocif pour moi et ma vie privée.

j’aimerai récupérer 7000€ minimum, car depuis les demandes et ouvertures de litiges, j’ai encore perdu de l’argent.

que le casino me rembourse et me bannisse, ci-joint, d’autres preuves récentes de mes demandes d’auto-exclusion, je ne sais pas toutes les mettre mais en voici quelques unes.

nicolas Wachowski.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Nicowach1995,

We first received an email about account closure on the 26th of April. We will check with our relevant team for the refund request. We will contact you again as soon as we have an update from them.

We appreciate your patience.

Best regards,

Magius team

You see clearly that it is not.

The first requests for self-exclusion date from April 9!

Vous voyez bien que non.

les premières demandent d’auto-exclusion datent du 9 avril !

Dear Nicowach1995,

Please confirm with us when you have received your refund.

Thank you for your patience and cooperation.

Best regards,

Magius team

Good morning,

I received the payment of €5,000, I accepted this offer but I had asked for €7,000 so I would like to recover €2,000 more given the excessive delay there was in my exclusion.

Since my request for the 7000) I have lost much more money.

Bonjour,

j’ai bien reçu le versement des 5000€, j’ai accepté cette proposition mais j’avais demandé 7000€ donc j’aimerais récupérer 2000€ de plus vu le retard excessif qu’il y a eu pour mon exclusion.

depuis ma demande des 7000) j’ai perdu bien plus d’argent.

Dear Magius Casino,

Can you tell me when exactly the player's account was permanently closed?

Good morning,

My account was suspended only on Tuesday, May 20th.

Bonjour,

mon compte a été suspendu la mardi 20 mai seulement.

So when I opened the dispute here at the end of April asking for €7,000 and more in losses, the account suspension dragged on for almost a month!

I therefore claim the remaining €2,000 and agree not to claim any additional losses.

Du coup quand j’ai ouvert le litige ici fin avril en demandant 7000€ et plus de perte, la suspension du compte a encore traîné pendant pratiquement un mois !

je réclame donc les 2000€ restants et j’accepte de ne pas réclamer les pertes en plus.

Dear Nicowach1995,

Based on the evidence I have reviewed, it is clear that you agreed to a refund amount of €5,000. While I understand that circumstances may change, it is important to maintain consistency between private communications with the casino and the statements made in a public complaint.

Given that an agreement was reached between you and the casino, and the agreed-upon amount has already been paid, I will now proceed to close the complaint.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.