CasinoMega - Player’s withdrawal has been withheld.

Hello, I took the casino's non-sticky welcome offer which was €500 + €500. I won using the real money portion and my balance was €1552.50. The casino later rejected my withdrawal request, claiming that the maximum withdrawal limit is equivalent to the bonus amount, which in this case is €500. There was nothing about this in the rules. In the chat, nobody knows anything and they are complete amateurs. I tried to withdraw €500, which was also rejected, even though the chat said it was withdrawable and they would approve it. This specific casino scammed me out of my money.

Regards, Niko

Dear Niko575756565665,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CasinoMega.

I checked the rules of the first deposit bonus on the casino's website and found this:

8.The maximum withdrawable winnings from the Casino 1st Deposit Bonus shall be ten times (10x) the received bonus amount. Any amount exceeding this requirement will be deducted from the customer’s balance.

9.In case of canceling the bonus during wagering, the maximum withdrawable winnings from the Casino 1st Deposit Bonus shall be the maximum possible bonus amount.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you completed the wagering of the bonus, or have you canceled the bonus?
• Have you completed account verification in the casino?
• Have you contacted the casino as to why your withdrawal was rejected? With what result?

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,

Tomas

The bonus was non-sticky, and I actually got the winnings with the raw money portion. As far as I remember, I didn't cancel the bonus when withdrawing money unless it was mandatory. The fact that withdrawing money in a non-sticky bonus may for some reason lead to an automatic cancellation of the bonus in that casino, in which case you can only withdraw 500 euros. So this in itself is a very sick idea when you take into account that immediately when you withdraw, the winning amount is equal to the deposit, i.e. you win exactly 0 euros.

I have completed account verification at the casino. I have contacted the casino, but all they say is to try again, it should go through.

I would still like to return to the casino's welcome offer method. It's not a good offer for anyone, because you can't even win anything with your own money, as the non-sticky bonus says. I would also like to question the rule 9 addition date.

T: Niko

Could you please share your communication with the casino regarding your attempts to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Niko575756565665,

Thanks for your patience.

We discussed internally the fairness of the rule 9. in this case and decided the rule as it was applied is not unfair.

As soon as you accept the bonus, the bonus rules apply even though in your situation the outcome was not favorable.

• Is there any pending withdrawal of the 500€ have you attempted to request withdrawal more than once?

Dear @Tomas and @Niko575756565665,

Thank you for bringing this situation to our attention.

We sincerely apologize for any inconvenience you experienced with our first deposit welcome bonus. Please be assured that the terms and conditions are clearly outlined on our promotion page, and by claiming the bonus, you agree to these terms.

Our records indicate that your €500 withdrawal was successfully processed on 19/07/2024.

If you need further clarification or assistance, please do not hesitate to reach out.

Best regards,

The CasinoMega Team

Thanks for the reply to the CasinoMega representative

Dear Niko575756565665,

Could you please confirm you received the payout yet? May we consider the matter closed?

I have received a payment from the casino which was €500.

We can consider the issue resolved.

T: Niko

Dear Niko575756565665,

Thanks for the update. 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,

Tomas

Casino.Guru