At Magius Casino, we pride ourselves on providing outstanding customer support to every player. Whether you have a question about your account, need help with a deposit or withdrawal, want to learn more about our promotions or have a concern you would like to raise, our dedicated support team is ready to assist you. We are operated by Altacore N.V. (registration number 151002) under Anjouan Gaming Authority licence AGA/2024/0451.
We offer multiple channels of communication to ensure you can reach us in the way that suits you best. Our team is trained to handle enquiries efficiently, professionally and with the utmost discretion. Your satisfaction and trust are fundamental to everything we do at Magius Casino.
Response Times and Service Standards
We are committed to providing timely and effective support to all Magius Casino players. The table below summarises our support channels, their availability and our target response times.
| Support Channel | Availability | Initial Response | Full Resolution | Best For |
|---|---|---|---|---|
| Live Chat | 24/7, 365 days a year | Under 2 minutes | Most issues resolved in first session | Quick queries, account status, bonus info, technical help |
| Email ([email protected]) | 24/7 monitoring | Within 4 hours | Within 24 hours (48h for complex cases) | Document submissions, formal requests, detailed enquiries |
| FAQ / Self-Service | Always available on website | Instant | Instant | Common questions, account guides, policy information |
| Formal Complaint | Via email with subject 'Formal Complaint' | Within 24 hours | Within 10 working days | Unresolved disputes, escalation requests |
During exceptionally busy periods, such as major promotional events or weekends, response times may be slightly longer than our stated targets. In such cases, we prioritise urgent matters including account security concerns, payment issues and responsible gambling requests. We appreciate your patience during peak times and assure you that every enquiry is important to us.
To help us assist you as quickly as possible, please provide clear and complete information when contacting us. Include your username, a detailed description of your issue, any relevant screenshots or documents and the steps you have already taken to resolve the matter. This allows our team to begin investigating immediately without the need for follow-up questions.
Regulatory and External Contacts
Magius Casino is licensed and regulated by the Anjouan Gaming Authority under licence number AGA/2024/0451. If you wish to contact our regulator regarding a matter that has not been resolved through our internal complaint procedure, you may do so through the official channels provided by the Anjouan Gaming Authority.
Below is a list of key regulatory bodies and external organisations you may need to contact:- Anjouan Gaming Authority — Our licensing regulator (licence AGA/2024/0451). Contact for unresolved complaints after exhausting our internal procedure.
- GamCare — gamcare.org.uk — National helpline 0808 8020 133, counselling and live chat, available 24/7.
- BeGambleAware — begambleaware.org — Information, treatment directory and self-assessment tools.
- GamStop — gamstop.co.uk — UK national self-exclusion scheme for all licensed operators.
- Gambling Therapy — gamblingtherapy.org — Multilingual online support, live chat and mobile app.
- Information Commissioner's Office (ICO) — ico.org.uk — For data protection and privacy complaints under UK GDPR.
For responsible gambling support and advice, the following independent organisations offer free, confidential assistance: GamCare (gamcare.org.uk) — national helpline and counselling services available 24/7; BeGambleAware (begambleaware.org) — information, tools and treatment directory; GamStop (gamstop.co.uk) — national self-exclusion scheme for UK players; Gambling Therapy (gamblingtherapy.org) — multilingual online support and live chat.
For data protection enquiries or to exercise your rights under the UK GDPR, please contact us at [email protected]. If you are unsatisfied with our response to a data protection request, you may lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk. We take all regulatory and data protection matters seriously and are committed to full compliance.
Formal Complaint Procedure
If you wish to file a formal complaint about any aspect of your experience at Magius Casino, please send a detailed written complaint to [email protected] with the subject line 'Formal Complaint'. Include your username, a chronological description of the issue, the outcome you are seeking and any supporting evidence such as screenshots, transaction IDs or previous correspondence.
Upon receipt of your formal complaint, we will send an acknowledgement within 24 hours confirming that your complaint has been registered and assigned to a senior member of our support team. We aim to provide a full and final response within 10 working days. If you are not satisfied at any stage, you may follow this escalation procedure:- Step 1: Contact Support — Raise your issue via live chat or email at [email protected]. Our agents will attempt to resolve the matter immediately.
- Step 2: Formal Complaint — If unresolved, submit a formal written complaint by email with the subject line 'Formal Complaint'. Include your username, chronological description and supporting evidence.
- Step 3: Senior Review — Your complaint is assigned to a senior support manager who will investigate independently and respond within 10 working days.
- Step 4: Alternative Dispute Resolution (ADR) — If still dissatisfied, you may escalate to an approved independent ADR provider. Details will be supplied upon conclusion of Step 3.
- Step 5: Regulatory Authority — As a final resort, you may contact the Anjouan Gaming Authority (licence AGA/2024/0451) directly with your complaint and all prior correspondence.
If you are dissatisfied with the resolution of your complaint, you have the right to escalate the matter to an independent alternative dispute resolution (ADR) provider or to our licensing authority, the Anjouan Gaming Authority. We will provide full details of the escalation process and relevant contact information upon the conclusion of our internal complaint procedure.
Live Chat Support — Instant Assistance
Our live chat feature is the fastest way to get help at Magius Casino. Available directly on our website, live chat connects you with a trained support agent in real time. Simply click the chat icon in the bottom-right corner of any page to start a conversation. Live chat is available 24 hours a day, 7 days a week, ensuring you can always reach us when you need assistance.
Live chat is ideal for quick enquiries such as account verification status, bonus queries, payment processing updates, game-related questions and technical support. Our agents are equipped to resolve most issues during the initial conversation, with an average response time of under 2 minutes during normal operating hours.
For privacy and security, our live chat agents may ask you to verify your identity before discussing account-specific details. Please have your registered email address or username ready when initiating a chat. All live chat conversations are logged for quality assurance and training purposes.
Email Support — Detailed Enquiries
For more detailed or complex enquiries, we recommend contacting us by email at [email protected]. Email is particularly suitable for matters that require documentation, such as identity verification submissions, withdrawal queries, formal complaints and data protection requests. Please include your username and a clear description of your issue to help us respond efficiently.
Our email support team aims to acknowledge all enquiries within 4 hours and to provide a full response within 24 hours. During peak periods or for particularly complex matters, response times may extend to 48 hours. If your enquiry is urgent, we recommend using live chat for an immediate response while awaiting our email reply.
When submitting documents via email, please ensure that all files are clear, legible and in a commonly supported format (JPEG, PNG or PDF). For security purposes, we recommend sending sensitive documents as password-protected attachments and providing the password in a separate email. Never share your account password with our support team — we will never ask for it.
Frequently Asked Questions and Self-Service
Before contacting our support team, we encourage you to check our comprehensive FAQ sections available on each page of our website. Many common questions about account registration, deposits, withdrawals, bonuses, verification and responsible gambling tools are answered in detail throughout our help resources.
Our FAQ content covers topics including: how to register an account, how to verify your identity, which payment methods are available, how to claim and use bonuses, how to set deposit and session limits, how to self-exclude, how to submit a complaint and how to request your personal data. Each legal page on our website includes a dedicated FAQ section for quick reference.
If you cannot find the answer to your question in our FAQ sections, our live chat and email support teams are always happy to help. We continuously update our FAQ content based on the most common enquiries we receive, ensuring that the information available to you is always relevant and up to date.
