The player from Germany deposited funds but found that he could not access the casino due to a restriction on players from his country. He demanded an immediate refund of his deposit, expressing frustration over the misleading information regarding player acceptance. The issue was resolved when the player received a link that allowed him to log in again. The Complaints Team marked the complaint as 'resolved' and appreciated the player's cooperation.
CasinoMega - Player's deposit is blocked due to account restriction.
Amount: €100
CasinoMega
Safety Index:HighSafety Index
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8.4
CasinoMega has a Safety Index of 8.4, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
I deposited yesterday, wanted to play today, it said, not available in your country, you say you accept players from Germany, what is this crap, who is kidding who here?! I can't log in or do anything else and can only write an email to casinomega.
I hope you will make sure that my deposit is paid out immediately, it's the same as debt, I read here that the casino accepts players from Germany, and after my deposit no longer accepts them, right!!!
Take care of it thanks
Automatic translation:
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1 month ago
Dear marcoleitner389,
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 create the account?
Did you play with the deposited money?
Did you accumulate any winnings?
Did you use a VPN?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
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1 month ago
Translation
I deposited on March 5th, 2025, no I didn't use a VPN, why would I? Everything worked without a VPN, only when I played yesterday did I suddenly keep getting errors and then nothing worked anymore.
Yes, I have 100 euros in my account
Automatic translation:
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1 month ago
Dear marcoleitner389,
Thank you for bringing this matter to our attention.
Upon reviewing the your account, we can confirm that there has been a non-sticky reload bonus with your deposit.
Please note that for the bonus balance to become available, you must first exhaust your deposit balance. At the time it would appear that you have still had 2 open bets, which had yet to be settled, which is why the bonus balance was not yet available for betting.
Seeing as how the previously pending bets have been settled and the deposit balance exhausted, be advised that currently you should not be having any difficulties to place bets with your bonus balance.
Please note that we have also contacted you via email regarding the matter.
We hope this has helped to shed some light on the matter.
If you do experience any difficulties, please do not hesitate to contact us anytime.
Best regards,
Casino Mega
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1 month ago
Translation
It's been resolved now, I received a link with which I could log in again
Automatic translation:
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1 month ago
Dear marcoleitner389,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
