CasinoMega - Player is unable to make a withdrawal due to an error.

On September 27, 2022, the withdrawal was denied.

I was able to withdraw the money until then.

After the denial, when I open the withdrawal tab, it shows an error.

Now I can't even apply for a withdrawal.

I have contacted support.

But support only says "investigating the error".

It has been 10 months now.

Are they really investigating the error?

Other people seem to be able to withdraw their money.

Please don't lie to me.

Please withdraw the money.

Dear osushi,

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. When did you make the last successful withdrawal? Could you please confirm that you have passed the KYC verification?

Have you accumulated 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

The last withdrawal was made on September 24, 2022.

KYC has been completed.

As for "did you save your winnings regardless of bonus activity?" As for the "I am sorry, but I do not understand the question.

I have played games and increased my balance while withdrawals were pending.

Thank you for your reply, osushi. Could you please post here a screenshot of the error you see when you try to request a withdrawal and a screenshot of your withdrawal history?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I sent you a screenshot.

Thank you very much, osushi, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.  

Hello there,

Thank you osushi for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CasinoMega for their help in resolving this complaint. We would like to know why is the player unable to withdraw and if we can do anything to help resolve this issue.

Thank you!

Dear osushi,

Thank you for bringing this matter to our attention.

Please note that we needed to investigate a little further your account activity for the safety of our platform.

Be advised that our Customer Support Team has sent you an email regarding your query requesting some additional information.

Could you provide the requested information so we can look into resolving the matter and instructing a payout of your funds.

Kinds regards,

CasinoMega Customer Support Team

I checked my email.

It seems that the verification process is over.

I have applied for withdrawal now.

I will report when the payment is confirmed.

Dear osushi,

We would like to inform you that your request has been processed. Your winnings should have arrived in your payout account. Our Customer Support Team has sent you an email regarding to this case.

Thank you for your patience and have a good day.

Kinds regards,

CasinoMega Customer Support Team

I have confirmed that $3326 has been deposited into my account.

Emma from Casino Mega, thank you for your prompt response.

I also appreciate the support of Casino Guru.

I am very happy that I was able to solve the problem.

Dear osushi,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter