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Subject: Formal Complaint – Delayed Withdrawal from Magius Account

Message:

Dear Magius Management,

My name is [mohamed **** ], and I am the account holder registered with the email [hidden by Casino Guru team].

I submitted a withdrawal request of [500€] on [15/08/2025], and it has now been more than three weeks without receiving the funds. I have contacted your support team multiple times, but the issue remains unresolved.

I request immediate action to process my withdrawal or provide a formal explanation for the delay. Attached are all relevant documents and screenshots proving my withdrawal request and the prolonged delay.

I expect a prompt response to avoid escalating this matter to regulatory authorities and specialized complaint platforms.

Sincerely,

[mohamed **** ]

[08/09/2025]

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Magius Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Have you made any successful withdrawals before using the same payment method?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

The first time was successful, but now I have been waiting for more than three weeks.

Yes, I passed the [KYC] test successfully.

No, without profits

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear Merine.11,

Thank you for being so patient with us! We really appreciate it.

We are pleased to inform you that your withdrawal has been successfully processed, and the funds were dispatched from our end on September 10, 2025.

The funds may take between 3 to 5 business days to reflect in your account; however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

We would also want to inform that at this moment, we do not observe any pending withdrawals or an active balance associated with your account. 

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards, 

Magius team.

Thank you for checking the player's issue, Magius Casino.

Dear player, can you please confirm if you have received your withdrawal from the casino?

Dear Merine.11,

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,
Natalia
Casino.Guru