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I have requested 3 withdrawals of 500 euros, theoretically the first 2 should have been completed, something has not happened, the total amount I want to withdraw from my account is 5100 euros, seeing the comments of other users, I am very worried about losing my money and falling for scammers, please advise me on how to proceed.

Εχω ζητήσει 3 αναλήψεις των 500 ευρω θεωρητικά οι 2 πρώτες θα έπρεπε να έχουν ολοκληρωθεί κατι που δεν έχει συμβεί το σύνολο του ποσού που θέλω να πάρω απο το λογαριασμό μου ειναι 5100 ευρω βλέποντας και τα σχόλια άλλων χρηστών ανησυχώ πολύ μη χάσω τα χρηματα μου και να έπεσα σε απατεώνες παρακαλώ πολύ συμβούλεψεμαι πως να κινηθώ

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, 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.

Good morning, 14 days have passed and I still don't have my money, can you do something about this??

Also, assuming that the issue with these withdrawals is resolved, will the same problem exist with future withdrawals that I want to make?

Καλημέρα σας πέρασαν οι 14 μέρες και ακόμα δεν εχω τα χρηματα μου μπορειτε να κάνετε κάτι για αυτο ;;

Επίσης αν υποθέσουμε ότι θα λυθεί το θέμα με αυτες τις αναλήψεις θα υπάρχει το ιδιο πρόβλημα και στις μελλοντικές αναλήψεις που θα θέλω να κανω ;

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Unfortunately, I have not made any progress with my request. I would be very grateful if you could help me so that I can get the 1500 and later the remaining money in total is 5100 euros. Thank you very much. You are my last hope because I think I have gotten involved with scammers.

Δυστυχώς δεν εχω καμία εξέλιξη με το αίτημα μου θα παρακαλούσα πολύ να με βοηθήσετε ώστε να καταφέρω να πάρω τα 1500 και αργότερα τα υπόλοιπα χρήματα συνολικά ειναι 5100 ευρω σας ευχαριστώ πολυ είστε η τελευταία ελπίδα μου γιατί νομίζω ότι εχω μπλέξει με απατεωνες

Good morning, sorry to bother you again, do we have any developments??

Καλημέρα σας συγνωμη που ενοχλώ πάλι έχουμε κάποια εξέλιξη;;

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

No, I have not made any withdrawals in the past.

Yes, it has been checked.

No, my money is not tied up in bonuses.

Οχι δεν εχω κάνει αναληψεις στο παρελθόν

Ναι έχει ελεγχθεί

Οχι τα χρηματα μου δεν δεσμεύονται απο μπονους

Do you need anything else?

Χρειάζεστε κάτι αλλο;

Good morning, is there anything else you need from me???

I have other screenshots in case you need them.

Καλημέρα σας είναι κάτι αλλο που χρειάζεστε απο εμένα;;;

Εχω και αλλα στιγμιότυπα οθόνης σε περίπτωση που τα χρειάζεστε

I would like to inform you that I received the first 1500 euros. I hope to be able to receive the rest as soon as possible. I will update you again with any updates.

Θα ήθελα να σας ενημερώσω ότι έλαβα τα πρώτα 1500 ευρω ελπίζω να καταφέρω σε συντομότερο χρόνο να παρω και τα υπόλοιπα για ότι νεότερο θα σας ενημερώσω ξανα

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Karla (karla.m@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 Dimitrios13,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution. I am happy to hear that you already received part of your requested withdrawal, please keep me updated with any future payouts.

To ensure full transparency, I would like to invite a representative from Magius Casino into this conversation.

Dear Magius Casino,

Could you provide additional details regarding remaining payments and clarify the current status of the transactions? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

Good evening and thank you very much for contacting me. My account has a total of 5100 euros. The casino allows me to make 3 withdrawals of 500 euros per day. In order to make a new withdrawal, the previous ones must have been completed. Yesterday I received the money from my first three withdrawals and today I asked for another 500 euros. Tomorrow I will ask for another 500 and the day after tomorrow another 500 and I hope that I will receive my money first and that they do not give me this money after 20 days like the previous ones.

Καλησπερα σας και ευχαριστώ πολυ για την επικοινωνία ο λογαριασμός μου έχει συνολικά 5100 ευρω το καζίνο με αφήνει να κανω 3 αναληψεις των 500 ευρω ανα ημέρα και για να κάνω νέα αναληψη θα πρέπει να έχουν ολοκληρωθεί οι προηγούμενες εγώ εχθές έλαβα τα χρήματα απο τις τρεις πρώτες αναληψεις μου και σημερα ζήτησα ακομα 500 ευρω αυριο θα ζητήσω ακομα 500 και μεθαύριο ακομα 500 και εύχομαι αρχικα να παρω τα χρηματα μου και να μη μου δώσουν και αυτά τα χρηματα μετα απο 20 ημέρες όπως τα προηγούμενα

Dear Dimitrios13,

Thank you for your patience and for keeping us updated on the progress of your withdrawals. I am glad to hear that you have already received part of your requested amount. Please continue informing me whenever you receive another payout, and I will be here to follow your case closely until the entire €5,100 is successfully paid.

I will remain in contact with both you and the casino throughout this process to ensure everything moves forward as smoothly as possible.

Best regards,

Karla

Thank you very much for your interest and of course I will keep you informed.

Σας ευχαριστώ πολυ για το ενδιαφέρον και εννοείται θα σας ενημερώσω

Dear Dimitrios13,

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to assist you with your pending withdrawal and will provide you with an update at the earliest opportunity.

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

Best regards,  

Magius team.

Dear Magius Casino,

Thank you for your reply. I will be waiting for your next update regarding the status of the player’s pending withdrawals.

In case you require any further details or documents from the player to proceed, please make sure to write or send your request as soon as possible to the player, so the process toward completing the payout can move forward without unnecessary delays.

Best regards,

Karla

Dear Dimitrios13,

Upon conducting a review of your account concerning your concerns regarding your withdrawal request, we have observed that your prior pending withdrawal requests were cancelled, and the corresponding amount was appropriately utilized in the slots.

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.

Dear Dimitrios13,

Thank you very much for your patience so far.

Could you confirm if this information is correct from your side?

Specifically, we would like to know if you cancelled any of your withdrawals yourself and if you indeed have no pending withdrawals left in your casino account at this moment.

Your confirmation will help us to clarify the situation and move this case forward in the most accurate way possible.

Thank you for your cooperation.

Best regards,

Karla

Yes, after all this waiting, I finally played all the money again and canceled my withdrawals. It's really a shame about the way they take care of our money.

Ναι μετα απο όλη αυτή την αναμονή τελικά έπαιξα ξανά ολα τα χρηματα και εκανα ακύρωση των αναλήψεων μου πραγματικά ντροπή για το τρόπο που φροντίζουν να παίρνουν τα χρηματα μας

Dear Dimitrios13,

Thank you for your patience during the review of your case.

After carefully assessing the information provided by Magius Casino, it has been confirmed that your previous withdrawal requests were cancelled and the funds were returned to your casino balance.

We understand this may not be the outcome you were hoping for, and we are sorry for any disappointment this may cause.

Since the withdrawals were cancelled and there are no active payouts remaining, we are unable to assist you further in this matter.

For these reasons, this complaint will now be rejected.

Thank you for your understanding, and please don’t hesitate to contact us again if you face any issues with this or any other casino in the future.

Best regards,

Karla