Magicianbet Casino - Il prelievo del giocatore è ritardato a causa di problemi relativi alla procedura KYC (Know Your Customer).

hi, seen this casino in list on new casinos on your site.

Made few deposits with bonuses, loosed. then made 2000 usd deposit without bonus, and won, total amount on account is 5773 eur.

made withdraw, after about 10-15 minutes withdraw was declined. Then casino asked Kyc (seems standart sumsub kyc, which I passed previously a lot of times, without any problem).

Tried to pass verification I received some error, I wrote about it in casino, and they asnwered some strage thing (seems they want to steal my money).

please help

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 aleks86,

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

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please specify the date when you registered and the date your account got blocked?
• During account verification, which documents were you asked to provide?
• Could you please share with me relevant communication with the casino? Send emails or chat transcripts to my email at [email protected] or post screenshots here

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Dear aleks86,

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,
Jean
Casino.Guru

We’ve reopened this complaint at the request of aleks86. We would like to allow this case one more chance to be resolved.

Dear aleks86,

Please give an update and check my previous reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Me: last time I played about 99% wager with all lucky clovers 100 and Gift rush. may be I checked some another slot and forgot it.

Could you please specify the date when you registered and the date your account got blocked?

Me: at this moment account are unblocked (waiting for withdraw 143500 euro from 07 July). I was registred at June 11.

During account verification, which documents were you asked to provide?

Me: id, selfie, verification at this moment are passed and accepted.

Could you please share with me relevant communication with the casino? Send emails or chat transcripts to my email at [email protected] or post screenshots here

me: I will send what I have.

my transaction at this moment :

I do not know why, but now I can not access my transaction history.

Also I have conversation via telegram with Vip manager, who at this moment do not respond two weeks.

Dear aleks86,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana, ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear aleks86,

My name is Jana, and I will be assisting you in resolving your complaint moving forward. I sincerely apologize for the delay you have experienced with your withdrawal. I will reach out to the casino and do my utmost to expedite the resolution of this issue as soon as possible.

I would also like to invite a representative from Magicianbet Casino to join this conversation in order to facilitate the resolution of your complaint.

Dear casino, could you please provide an explanation for the delay in processing the player's withdrawal?

Thank you in advance for your attention to this matter.

Dear Jana,

Thank you for reaching out.

The player is currently undergoing an advanced KYC verification process, which is the reason for the delay in processing the withdrawal.

The verification is still ongoing, and the withdrawal will remain pending until the required checks have been completed. We appreciate the player’s patience and cooperation during this process.

Kind regards,

Sam

Magicianbet Casino Team

Dear Magicianbet Casino representative,

Thank you for your message. I would greatly appreciate it if you could inform us once the relevant team has completed the advanced KYC process. Your ongoing support and cooperation during this time are highly valued.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jana and aleks86,

Thank you for your patience.

We would like to confirm that the review is still ongoing. At this stage, we are awaiting the player to provide certain information requested as part of the verification process.

Once the requested information has been received, the relevant team will be able to proceed with the review. We will provide a further update once there is additional information available.

Thank you for your continued patience and cooperation.

Kind regards,

Sam

MagicianBet Team

casino deleted from my account all information about deposits and withdraws.

now asking some veriifcation for all addresses which I used to deposit and withdraw, I can not understand how they want to verify it, wallets do not have such information what they asked.

also I send my withdraw history from other casinos, like 5bet, vavada, bspin. but they ask some history where they can see addreses which was used, casinos do not have such information.

Dear Magicianbet Casino representative,

I hope this message finds you well. Could you please provide clarification on the specific information required for the player to complete their account verification? Additionally, are there any other factors contributing to the delay in the player's withdrawal request? Your continued support and cooperation are greatly appreciated.

Dear Jana and aleks86,

We would like to clarify that the player was sent a detailed email on August 28th outlining the additional information and documentation required to proceed with the advanced KYC review.

The requested information included:

• Updated Source of Funds documentation relevant to the period of the player’s activity with MagicianBet.
• Clarification regarding the player’s connection to Montenegro, as the identification and current Proof of Address provided relate to Latvia, while previously submitted Source of Funds documentation relates to Montenegro.
• Details of the cryptocurrency wallets used for deposits and/or withdrawals from MagicianBet, including wallet addresses, wallet/service names, cryptocurrency and networks used, and whether each wallet was used for deposits, withdrawals, or both.
• Verification of wallet ownership and relevant transaction history. For self-custodial wallets, a continuous screen recording was requested showing the wallet application, relevant cryptocurrency/network, wallet address used with MagicianBet, and relevant transaction history. For custodial/exchange wallets, available account ownership proof and relevant transaction records were requested.
• Information and supporting documentation regarding the source of the cryptocurrency, with the aim of establishing the transaction trail from Source of Funds → cryptocurrency acquisition → relevant wallet → MagicianBet deposits.
• One additional recent Proof of Address, issued within the last three months and confirming the player’s current residential address in Latvia.
• A short, continuous and unedited video verification of the player’s current residential address including the player, identifiable address details, passport, and the verification sheet specified in our email.

We would also like to clarify that the request is focused on the wallets actually used in connection with the player’s MagicianBet account. We are not asking the player to provide information that does not exist or cannot reasonably be obtained from unrelated casinos.

It has now been one month since these requirements were communicated on August 28th, and we have not yet received any of the requested documentation and information from the player.

At present, this is the reason the advanced KYC review cannot be completed.

We remain available should the player require clarification regarding any of the individual requirements.

Kind regards,

Sam

MagicianBet Team

you ignore all my emails

may be I need to write it here? or you can review email and answer