Magius Casino - Η ανάληψη του παίκτη καθυστερεί και ο λογαριασμός βρίσκεται υπό έλεγχο.

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 [email protected]. 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 ([email protected]). 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.