CasinoMega - Player’s struggling to withdraw his bonus winnings.

Withdrawals of 909.13 USD have been repeatedly declined. Initially, I made a withdrawal request after betting 106.6 USD due to insufficient wagering requirements of 88.6 USD, but was denied due to insufficient wagering requirements of 95.7 USD. In response to this, I submitted a withdrawal request after betting 100 USD, but it was once again rejected for not meeting the wagering requirements of 187 USD. After confirming with support that I can withdraw if I clear the wagering requirements of 187 USD, I bet 200 USD and applied for withdrawal, but the withdrawal application was also rejected, and this time I will discuss the play content. I was told that I can't withdraw until the is completed. I was just playing with the bonus that I requested from support, but it is unacceptable and unfair to have wagering requirements added 3 times and then withdrawals refused.

Dear user3765,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which exact bonus you have activated and played? Ideally, please forward a screenshot of your bonus history along with your game history to petronela.k@casino.guru.

Meanwhile, I have checked the bonus terms and conditions, and this is what I found (here):

"Customers must wager their deposit once and their bonus thirty times (30x) on any casino game.

Live casino games contribute only 20% of your stake towards the wagering requirements. Example if your stake is €10 only €2 of that will contribute towards the bonus wagering."

Therefore it may look as if wagering requirements keep increasing if you play live casino games. Could you please advise if you played any live games?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I have sent a screenshot of the bonus history and December game history (pasted to Excel because I could not save the website) to petronela.k@casino.guru. From the screenshot, you can see that the bonus has cleared the wagering requirements and converted into real money. I have confirmed that the bonus has been converted to real money on the system (I can only apply for withdrawals if it is not real money, so I am sure that it has been converted to real money), and the wagering requirements have been requested three times. does not come from bonuses. However, even when I asked the support what the wagering requirements were derived from, I could not get a clear answer.

The bonus I used has a wagering requirement of 40x. Bonuses are given by contacting support every time, and I cannot use unfair methods to give bonuses to my account.

The number in the first comment was slightly wrong.

I was told I was under wagering requirements of 88.6 USD on December 7th and I wagered 132.4 USD on the slot.

I was told I was under the wagering requirements of 95.7 USD on Dec 9 and I wagered 106.6 USD on the slot.

I was told I was under wagering requirements of 187 USD on December 12th and I wagered 200.2 USD on the slot. At this time, it was the third time that the wagering requirements were added, so I confirmed with support that I could withdraw if I bet this 187 USD, and then fulfilled the wagering requirements (I needed a chat exchange at this time. I will send it to you later).

After that, I was told that it was necessary to review the play content, and the withdrawal was not established.

We understand that live games only contribute 20% to the wagering requirements. However, no matter what percentage of the contribution to the wagering requirement was, after betting the stated amount, it would be strange if the wagering requirement increased from the original amount (88.6 USD → 95.7 USD → 187 USD). .

Thank you very much, user3765, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

thank you. We're sorry to hear you're having trouble with your favorite site, but we hope that the problem is resolved.

I've been lucky enough to withdraw about 10 times from this site so far, but this time it suddenly happened and I'm confused. Thank you very much.

Hello user3765,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Welcome. I also would like to hear something (hopefully explicitly).

I am a little bit tired because I have been waiting for a response for more than three weeks.

I understand completely. Unfortunately, it takes a bit longer for the casino to respond during the holidays. So please be patient.

I am sorry but I did not intend to hurry you up. It is perfect for me that there is a "soft" time limit for an answer.

Dear user3765,

Thank you for bringing this matter to our attention.

We are currently investigating your case. To ensure all requirements were fulfilled.

Your previous Withdrawal was always processed on time. Due to the separate deposits and several bonuses working together with this withdrawal, please note that we need to investigate a little further gaming activity.

Thank you for your understanding.

Kinds regards.

CasinoMega.

Thank you for your reply. I would like kindly to know how long I have to wait. It has been a month since you first rejected my withdrawal request.

This is a minor point but my previous withdrawal requests were not always processed on time. The support repeatedly told me that in general withdrawal requests are processed within 48 hours, while my withdrawal requests sometimes took >2 weeks to proceed.

Dear user3765,

Hope you’re doing well.

Be advised that our support team should have sent you an email regarding the matter with more detail.

On further investigation of your activity please note that your account has been closed.

Your last deposit is refunded to your account by our finance team.

Thank you for your understanding.

Kinds regards,

CasinoMega

I could only confirm 100 USD deposited to my account. It is unacceptable to reduce my withdrawal by 809 USD without any explanation. At the very least I should receive an additional 300 USD because I deposited 400 USD regarding the 909 USD withdrawal.

Hello user3765,

Could you please post here the explanation from the casino?

This ticket was created on your behalf.

Ema (CasinoMega)

10 Jan 2023, 14:42 GMT

****

We become indebted to. This is the CasinoMega support team.

We have confirmed that you have contacted CasinoGuru. Thank you for taking the time to complete the confirmation.

After reviewing your account details, we regret to inform you that your account needs to be closed.

Also, according to the judgment of the finance team, we have refunded the most recent deposit amount to the deposit account, so we would appreciate it if you could confirm it.

Please contact us if you have any questions.

Casino Mega Support Team

https://www.casinomega.com/casino

To add additional comments, reply to this email.

This email is a service from CasinoMega .

Dear CasinoMega representative,

Could you please explain based on what was the player's account closed? You can't just close the account and not say the reason for that.

Dear user3765,

According to our Terms and condition of 12-1, 15-2, 15-3, our management team made a business decision that your account should be closed.

Thank you for your understanding.

Kinds regards,

CasinoMega

The mentioned rules:

12. Termination and Suspension

1) The Operator shall be entitled to close your Player Account for any reason whatsoever at any time without notifying you. Any balance in your Account will be credited to your credit/debit card or financial account, except in circumstances where:

- if you have engaged in illegal activity, we will be under no obligation to refund you any money that may be in your balance; and

- if we discover or have reasonable grounds to believe that you have participated in any Prohibited Activity then we reserve the right to withhold and/or retain any and all amounts which would otherwise have been paid or payable to you (including any deposits, winnings, bonuses, and/or any other amounts) that are attributable to that Prohibited Activity.

15. Miscarried, aborted and cancelled games

2) If the Operator suspects fraudulent activity in any particular game, then the Operator will have the right to cancel the game. A Player suspected of fraudulent activity will have their accounts suspended until further investigations are conducted. The Operator will also have the right to close a game immediately if something wrong is identified with the game settings, and refunds for purchased bets will be paid out.

3) If at the Operator’s sole determination, you are found to have cheated or attempted to defraud the service or the Operator in any way, including but not limited to game manipulation, chip dumping, transfers or payment fraud, or if you make untrue and/or malicious comments with regard to the Operator’s operation in any media or forum, the Operator reserves the right to publicise your actions, as well as to circulate this information to other online gaming sites, banks, credit card companies, and appropriate agencies. Furthermore, the Operator may close any accounts, and forfeit account balances, that you have with the Operator or any other Operator’s related Website and/or business.

Dear casino representative, please explain more carefully what happened and support your statement with some evidence. If the evidence cannot be published here, please send it to matej@casino.guru

Thanks.

Dear Matej,

We have sent more detailed information to the provided email address for your perusal.

Thank you for understanding.

Kinds regards,

CasinoMega

Dear Casino Mega representatives,

Your message contains an explanation but no proof.

Please understand that during our evaluation process, we evaluate proofs, and your word is not enough for obvious reasons. Please send me also some proofs which confirms your statement.

Thanks.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I respect the right of the Casino to close my account but I wish my deposited amount of money to be returned.

Dear Matej,

As a result, we did not hear the detailed explanation from the casino on this forum. I am not persuaded because the casino did not explain the basis for their action. I did not do anything illegal or any prohibited activity. I could not find myself doing something illegal or prohibited by myself. I cannot imagine what an illegal or prohibited action is when I can only handle games and bonuses provided by the casino. How playing slots on the website or using bonuses provided by the support team can become illegal or prohibited?

My account is still closed and my balance is still frozen. What should I do next? I do not wish my account to be resurrected but I do want my balance to be back.

Dear Matej,

Is this discussion closed? I would like to hear something from you.

Hello user3765,

I am very sorry for my delayed answer. I was busy recently. (attending a conference)

The casino didn't provide me with any proof, and in this situation, I would suggest you file your complaint to their licensing authority. (Curacao)

If you don't know how to do it, I will gladly help you.

Dear Matej,

Thank you for your reply. It is always good to attend a conference.

I will try to file my complaint to the licensing authority and I would like to know where to submit the complaint.

Dear Matej,

Thank you for your patience.

After a thorough examination and analysis of the case, we would like to inform you that we have decided to refund the full amount to the player's account.

An email has been sent to confirm their preferred withdrawal method.

Thank you again for your patience and for bringing this matter to our attention.

Kinds Regards,

CasinoMega. 

Dear casino representative,

I received that email for sure and am waiting for the actual refund. Thank you.

Dear casino representative,

Thanks for the information. We will close the case when user3765 confirms that he received the refund.

Dear casino representative,

I received the full refund. I acknowledge the casino's decision to close my account for business reasons (though I feel somewhat sad). Thank you.

Dear user3765,

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,

Matej

Casino.Guru

Dear Matej,

Thank you for your effort.

Best,

user3765