Maggico Casino - L'elaborazione del prelievo delle somme vinte dal giocatore è in ritardo.

It's been 10 days and they haven't deposited my money. Every day I get the same response (verification), but for that amount, there's no verification according to their own terms and conditions. Today I canceled the withdrawal and submitted a new request. I need to file a complaint; this is real money, not bonus funds. It's been a nightmare, the worst experience ever. How can I resolve this, please?

Hoy se cumplieron 10 dias y no depositan mi dinero, a diario mismas respuestas (verificación) por esa cantidad no hay verificación según sus propios terminos y condiciones. Hoy cancelé el retiro e hice una nueva solicitud. Necesito hacer denuncia, es dinero real no de bonos. Ha sido uma pesadilla, peor experiencia. Como soluciono por favor???

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 Carolina1carolina,

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

According to their own terms and conditions, verification is only required for amounts over $1,000 USD, and mine is less (8.11.4). Please, let's be serious. Imagine if it were more money???

Según sus propios terminos y condiciones la verificación es cuando es mas de 1.000 USD y lo mio es menos ( 8.11.4. ) por favor seamos serios. Imaginense fuese mas dinero???

I am someone who is bedridden with cancer and I had to go to the bank in person for the documents they demanded; it's a mockery of the customer.

Soy alguien q esta con un cancer en cama y tuve que acudir presencial al banco por los documentos que me exigieron, es una burla al cliente.

Dear Carolina1carolina,

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.

Hello. No, still nothing. Every day they reject my request and/or ask for something different. It's a vicious cycle to avoid giving me my money back. At this point, I think it must be a scam. I also filed a complaint in my country with the Gaming Control Board and I won't withdraw it until they hold the full $800,000 CLP.

Thank you for your assistance.

I'll be waiting.

Hola. No, aún nada. A diario rechazan y/o piden algo diferente. Es un espiral para no entregar mi dinero. A esta altura creo debe ser una estafa. También hice denuncia en mi país a la Superintendencia de casinos de juego y no la retiraré mientras retengan el total $800.000.- CL

Se agradece gestión,

Quedo atenta.

They accepted the verification today, but surprise! We have to wait 5 more days for the "supposed" deposit 🤣. (as players from my country informed me)

Hoy aceptaron la verificación, pero sorpresa! Hay que esperar 5 días más para el "supuesto" depósito 🤣. (como me informaron jugadores de mi país)

Dear Carolina1carolina, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected] , 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.

Karla

Karla,

I sent an email

Thank you so much 🍀

Karla,

envié correo

Muchas gracias 🍀

What's going on, Casino Guru, why aren't you approving my posts? I understand you're not part of that Magico Casino mafia.

Y que pasa casino guru que no aprueban mis post??? Uds entiendo no son parte de esa mafia de maggico casino

Dear Carolina1carolina,

Thank you for your message. I would like to reassure you that we are completely independent and we are here to help both parties reach a fair resolution. There is absolutely no connection between us and the casino.

Regarding your previous message — unfortunately, I am unable to locate your email in my inbox. It may not have been delivered successfully.

For this reason, I kindly ask you to please answer the following questions again directly here in the complaint thread (or resend the email to [email protected], making sure to include your complaint ID in the subject line):

• Have you made any successful withdrawals from this casino before?

• Did you play casino games or place sports bets?

• Could you please share screenshots of your communication with the casino regarding the delayed withdrawal and the account block?

This information is essential for us to properly assess the situation and proceed with mediation.

Thank you very much for your cooperation. I look forward to your reply so we can move this case forward.

Karla

Yes, I've made withdrawals before. It was real money, not bonuses or sports betting winnings. I sent the screenshots here, and you marked them as confidential.

They say the reason is that I had another account, and that's how I realized what it was. I probably logged in with a different email address sometime. But obviously, the same name, and most importantly, just one RUT (Chilean tax ID) and one bank account. I checked that account, and there were only deposits, never a withdrawal. And I imagine that must be part of it—making registration easy and then preventing withdrawals. Because we operate with one name, one RUT, one bank account, and that makes it impossible to duplicate an identity. For me, Casino Maggico is a fraud and a mafia. They keep people's real money, in my case using a shady tactic, since my identity can't be cloned. And I'm still pursuing the complaint in my country. I know they won't return my money. At least someone else will find out how corrupt Casino Maggico is, and the people who had the same experience were right. I hope that entities like this are eventually banned from operating in my country. From the beginning, they created problems; it was because of the amount. They never thought about depositing money... their goal is to steal.

Si he retirado antes. Fue de dinero real no de bonos, tampoco de apuestas deportivas. Las capturas las envié por acá y ustedes las pusieron confidenciales.

Dicen que el motivo es que tenia otra cuenta y asi me di cuenta que era. Seguro entre algun dia con otro correo. Pero obvio mismo nombre y lo mas importante. Solo un rut y una cuenta bancaria.. en dicha cuenta revisé y solo habia depositos.. nunca un retiro. E imagino que debe ser parte de esto, osea facilitar el registro para luego impedir retiros. Por que nosotros funcionamos con 1 nombre, un rut, una cuenta bancaria y ahi es imposible duplicar la identidad.. para mi Casino Maggico es un fraude y una mafia. Que se quedan con el dinero real de las personas, en mi caso usando un recurso picante, pues mi identidad no es clonable. E igual sigo la denuncia en mi país..se que no regresaran mi dinero. Por lo menos alguien más se enterará de lo mafiosos que son casino maggico y las personas que pasó lo mismo tenían razón. Ojalá se impida alguna vez en funcionamiento de entidades asi en mi pais. Desde un principio pusieron inconvenientes, era por el monto. Nunca pensaron en depositar.. su fin es robar.

Dear Carolina1carolina,

Thank you for reaching out to us. Unfortunately, we are unable to assist with your complaint due to the fact that you had two active accounts with the same casino. It’s important to note that one of the basic rules of gambling is to create only one account per person. Additionally, players should create their accounts in their own name, using their own device and payment methods.

If you would like to learn more about the responsibilities of players using online casinos, I encourage you to review our article here:

https://casino.guru/fair-gambling-codex-for-players#tips-for-fair-and-safe-casinos

As per our policies, we are closing this complaint. I’m sorry we couldn’t be of more assistance on this occasion, and I appreciate your understanding.

Best regards,

Karla