The player from Finland disputed CasinoMega's handling of the Non-Sticky Welcome Bonus, claiming that they only refunded her deposit instead of her total winnings, despite having followed the bonus rules correctly. The Complaints Team reviewed the case and determined that the casino's actions were justified based on the terms associated with the bonus, which capped the winnings. Consequently, the complaint was closed.
CasinoMega - Player's account experienced a delayed withdrawal and alleged scam.
Amount: €1,176
CasinoMega
Safety Index:Above averageSafety Index
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7.1
CasinoMega has a Safety Index of 7.1, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Hello! I played at CasinoMega on 6/11/2024 with a 500 euro deposit and opted for their first Casino Non-Sticky Welcome Bonus, making my total balance 1000 euros, with a maximum withdrawal of 5000 euros.
Everyone knows how Non-Sticky bonuses work. You play with your own money first, and if you happen to win big, you can cancel the Non-Sticky bonus, allowing you to withdraw your entire balance as long as you have wagered at least the amount of your deposit once in any casino game.
However, strange things began to happen. I played with a permitted 5€ bet and managed to win a substantial amount with my own money. I decided to cancel my Non-Sticky bonus and proceed with a withdrawal (1176.25€).
I waited a few days for my withdrawal, but then they started claiming that I had done something wrong and only returned the deposit amount to my balance, which is 500€. This is not true; I followed the Non-Sticky rules precisely and did not violate any terms. I played solely with my deposited balance and did not misuse the bonus. (As a clarification, I have thoroughly read all the rules and I understand how bonuses work).
CasinoMega then argued that with their Non-Sticky bonus, you can only withdraw the deposit amount, which doesn't make any sense. This is completely false. There is no Non-Sticky bonus in existence that prevents you from winning with your own money. This bonus also doesn't contribute to the bonus wagering, so it can't be a Sticky bonus; it's exactly what the casino advertised—Non-Sticky. A bonus where you can't win with your own money is even more absurd and worse than just depositing raw money into the casino. Essentially, their given bonus means depositing 500 euros of your own money without any bonuses and still having to wager it 30 times before you could withdraw anything. This is utterly absurd, and they misused their rights entirely without any truth or logic.
They refunded 500 euros to my account, and I immediately contacted live chat to explain that something was wrong on their end. They merely argued back, insisting I couldn't win with my own deposited money, even though it was a Non-Sticky bonus. I attempted to withdraw 500 euros, but they did not process my withdrawal and did not ask for documents. The only logical solution was to wager 1x again. I played with the 500 euros, remaining with 304.45€, which I then tried to withdraw again. This time, they started requesting documents. After submitting them and getting approved, I successfully made a withdrawal of 304.45€, which they finally paid to my Skrill wallet. In reality, I lost 871.80€ due to their scam, since I had truthfully and without breaking any rules won 1176.25€ with my own money before.
I also read on online forums that CasinoMega has possibly scammed other players using the same first Non-Sticky casino welcome bonus in a completely identical manner.
Automatic translation:
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2 months ago
Dear Eliassaloh,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CasinoMega.
Please be informed about a similar case https://casino.guru/casinomega-player-s-withdrawal-has-been-withheld, based on which we determined we accepted the casino's actions and the complaint was closed since the player confirmed receiving the amount of withdrawal. Please let me know if there are any other circumstances regarding the issue otherwise we'll reach the same conclusion and close the complaint.
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2 months ago
Translation
Hello! there's really no reason to stop complaining here! can't you see how brazenly they cheat, it doesn't matter if they refund the amount of the deposit or not, if they have already cheated hundreds of euros. they have to pay all my honestly earned profits in full. you must understand this now too.
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2 months ago
I understand your point of view, Eliassaloh, nevertheless, it seems we won't be able to argue in your favor in this situation against the particular rule that was used to cap your funds due to the circumstances I referred to earlier.
Since you accepted the bonus, the cap on winnings will apply after you cancel it as described in the terms of the bonus. Our team discussed the rule at length previously and we concluded that whether the bonus is perceived as "parachute"/"non-sticky" or not doesn't play a role.
Thank you for your understanding, I am sorry we could not be of more help on this occasion. Even though we couldn't help, please do not hesitate to contact us if you run into issues with any online casino in the future.
