I made a withdrawal of ￡300 the next day it was gone on contacting them they claimed the bank had rejected it and it would go back to my account they now claim I cancelled it and wagered the money but I have screenshots that show it disappeared in one minute.

please check the date and time money was there and one minute later it was gone

Dear Bigtree29,

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.

• Could you please forward me the game history from the day of this incident? My email address is [email protected].
• Do you currently have any remaining balance in your casino account?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

I have emailed the answers to the questions

Thank you for your reply, Bigtree29. If you cannot download the game history from your casino account, please contact the casino support, and they should provide it to you.

I’ll try and drive unload the history

Unfortunately, I have not received any additional emails from you yet.

michelle

Well, you still haven't provided the game history I requested almost two weeks ago. Please understand that this is essential evidence in this specific case.

I don’t know how to do this request of game history

The casino is not answering me back to get the history

I’ve tried over the last two weeks to obtain what you require but getting a dead end from casino. Please understand I took your requests seriously.

michelle

Thank you very much, Bigtree29, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) 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.

Hi  Bigtree29,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Magius Casino to the conversation to participate in the resolution of this complaint.

Hello Peter,

We have sent an email to you with the evidence.

We are waiting for your update.

Kind regards,

Magius team

Thank you Magius Casino team for your email and evidence.

Dear Bigtree29,

According to your game history, there were quite a few withdrawals that were later cancelled. Could you please tell me the exact date and time the disputed withdrawal was made and the same for when it was cancelled?

Dear Bigtree29,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.