Magius Casino - Акаунтът на играча е отворен отново без съгласието му.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Magius Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at [email protected]
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Magius Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Thanks for your reply and the information provided.

Has the casino closed your account since your last post?

Please let me know.

I would like to inform you that Magius Casino has reviewed my case and agreed to a refund of €1,724.

I have already sent you my bank details as requested and copied you in via email.

Thank you so much for your great support in solving this problem!

Sincerely,

Costel ****

​ich möchte Sie informieren, dass Magius Casino meinen Fall überprüft hat und einer Rückerstattung von 1.724 € zugestimmt hat.

​Ich habe ihnen bereits meine Bankdaten wie angefordert zugesendet und Sie per E-Mail in CC gesetzt.

​Vielen Dank für Ihre großartige Unterstützung bei der Lösung dieses Problems!

​Mit freundlichen Grüßen,

Costel ****

Dear costelonisoru.92,

Thank you very much for the update. We will keep this complaint open until you confirm that your refund has been successful.

Please keep me informed about any further developments.

Hello Tomas,

Thank you very much for your support so far.

Magius Casino has now promised me a refund of €1,724 (for deposits since the last account reopening), and I have sent them my bank details (they were credited).

However, I would like to address the following: If you check your records, you will see that I already filed a complaint against Magius Casino about 5-6 months ago concerning approximately €5,000. My total losses at this casino amount to over €9,000, despite my gambling addiction and multiple requests to be excluded.

I understand that a full refund of the entire sum might be difficult. However, I believe it is fair to find a compromise – such as a refund of at least half of the remaining losses from the previous period.

Is there any way to negotiate this further through Casino Guru, since the casino has ignored my gambling addiction and self-exclusion requests from the beginning?

Thank you in advance for your assessment and help.

Sincerely,

Costel ****

​Hallo Tomas,

​vielen Dank für die bisherige Unterstützung.

​Magius Casino hat mir nun eine Rückerstattung in Höhe von 1.724 € zugesagt (für die Einzahlungen seit der letzten Konto-Wiedereröffnung), und ich habe ihnen meine Bankdaten übermittelt (Sie waren in CC).

​Ich möchte jedoch noch Folgendes ansprechen: Wenn Sie in Ihren Unterlagen nachsehen, habe ich vor etwa 5–6 Monaten bereits eine Beschwerde gegen Magius Casino über rund 5.000 € eingereicht. Insgesamt belaufen sich meine Verluste bei diesem Casino auf über 9.000 €, obwohl ich spielsüchtig bin und mehrfach um Sperrung gebeten hatte.

​Mir ist bewusst, dass eine vollständige Rückerstattung der gesamten Summe schwierig sein könnte. Dennoch halte ich es für fair, einen Kompromiss zu finden – wie beispielsweise eine Erstattung von mindestens der Hälfte der übrigen Verluste aus der vorherigen Periode.

​Gibt es eine Möglichkeit, dies über Casino Guru weiter zu verhandeln, da das Casino meine Spielsucht und Sperranfragen von Anfang an missachtet hat?

​Vielen Dank im Voraus für Ihre Einschätzung und Hilfe.

​Mit freundlichen Grüßen,

Costel ****

Thanks for your reply.

If there is any further evidence you haven't provided that would allow us to pursue your net deposits from before March 2026, please forward the evidence to me at [email protected]

From what I understand, your previous complaint relied on your OASIS registration, which a casino without a license won't abide by and cannot be used as a basis to pursue a refund.

Please let me know if there is any news.

Dear costelonisoru.92,

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,
Tomas
Casino.Guru