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Titã VIP Account Blocked from Withdrawals After Winning a Prize in the World Cup Tournament

Dear Casino Guru Team,

I am writing to formally file a complaint against Magius Casino regarding an unjustified block on withdrawals from my account. I am currently a Titan VIP player (Level 3) on their platform.

On July 21, 2026, I won a prize in a global World Cup Tournament, finishing in a legitimate position. My current active balance is €31,350.31.

Following my victory, my withdrawals were completely blocked by the operator, displaying the message "Withdrawals are restricted by the operator." On July 23, I successfully submitted all my required KYC verification documents (ID card, selfie, proof of address, and my official online banking PDF with IBAN confirmation) directly through the verification section of the website. The platform currently states: "It appears your account does not require verification," which means all files have been received.

According to the casino’s terms and my VIP Manager (Felipe), the standard processing time for KYC and withdrawals is up to 3 business days. This legal deadline has already expired, and my account remains frozen.

On Monday, I contacted Live Chat support, and an agent named Eshal promised that my case had been forwarded to the relevant department as an "absolute priority" and that I would be notified by email. Despite this promise, I have not received any updates or emails, and my balance of €31,350.31 remains frozen.

I have played entirely by the rules, I have no duplicate accounts, and I have kept my balance completely untouched while I wait. I kindly request that Casino Guru intervene to mediate this issue, compel Magius Casino to complete the manual review, lift the restriction, and allow me to begin my daily withdrawals in accordance with my VIP level.

Thank you for your help.

Best regards,

[redacted]

Conta VIP Titã bloqueada de levantamentos após ganhar prémio no Torneio do Mundial

Cara equipa do Casino Guru,

Escrevo para apresentar formalmente uma reclamação contra o Magius Casino relativamente a um bloqueio injustificado de levantamentos na minha conta. Atualmente, sou uma jogadora VIP Titã (Nível 3) na plataforma deles.

No dia 21 de julho de 2026, ganhei um prémio num Torneio global do Mundial, terminando numa posição legítima. O meu saldo ativo atual é de 31.350,31 €.

Após a minha vitória, os meus levantamentos foram totalmente bloqueados pelo operador, exibindo a mensagem 'Os levantamentos estão restritos pelo operador'. No dia 23 de julho, submeti com sucesso todos os meus documentos de verificação KYC obrigatórios (cartão de cidadão, selfie, comprovativo de morada e o meu PDF oficial do homebanking com o comprovativo de IBAN) diretamente através da secção de verificação do site. A plataforma indica atualmente: 'Parece que a sua conta não requer verificação', o que significa que todos os ficheiros foram recebidos.

De acordo com os termos do casino e o meu Gestor VIP (Felipe), o prazo padrão de processamento para o KYC e levantamentos é de até 3 dias úteis. Este prazo legal já expirou e a minha conta continua congelada.

Na segunda-feira, contactei o apoio do Chat ao Vivo e uma agente chamada Eshal prometeu que o meu caso foi encaminhado para o departamento relevante como uma 'prioridade absoluta' e que eu seria notificada por e-mail. Apesar desta promessa, não recebi nenhuma atualização, nenhum e-mail, e o meu saldo de 31.350,31 € continua bloqueado.

Joguei totalmente de acordo com as regras, não tenho contas duplicadas e mantive o meu saldo completamente intocado enquanto aguardo. Peço gentilmente a intervenção do Casino Guru para mediar este problema, forçar o Magius Casino a concluir a revisão manual, retirar a restrição e permitir-me iniciar os meus levantamentos diários de acordo com o meu nível VIP.

Obrigada pela vossa ajuda.

Melhores cumprimentos,

[redacted]

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.

Dear AnaPereira90,

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 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

Dear AnaPereira90,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear AnaPereira90,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean