CasinoMega - Player Unable to Withdraw Winnings.

I am experiencing the same withdrawal delays as shown in the attached image.

When I press the withdrawal button, an error message is displayed, preventing me from withdrawing.

My last withdrawal request was on October 10th of last year, which also got cancelled.

Hello Charlie333,

Thank you very much for submitting your complaint and I’m sorry to hear about your problem with CasinoMega. Please allow me to ask you a few questions before we would move forward.

When was the last time you processed a withdrawal successfully? Could you please confirm that you have passed the KYC verification and if yes, when exactly?

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,

Nick

My name is Charlie333.

I believe that Mr. Osushi was the first to submit a similar complaint.

Last successful withdrawal 2022.9.27

Date of KYC certification passed Unknown on the site

You have used your bonus to win money and have achieved a bonus rollover.

Thank you.

P.S.

Winning prize money

Since the casino urged me to make a deposit with the condition of withdrawal, I have made several deposits.

In addition, since the type of bonus is a separate bonus, in some cases the winnings are obtained in cash and the bonus is canceled.

Hello Charlie333,

Please forward the communication between you and the casino regarding this issue to nikolas.b@casino.guru and a few screenshots of the mentioned problem if possible.

I have sent a screenshot of the interaction with the casino to nikolas.b@casino.guru.

Thank you for your confirmation.

Also, I am a person who is registered with Casino Guru at Charlie333, and Mr. Osushi is another person who was previously consulted about similar damage.

It seems that the address of the reply from Casino Guru to me is wrong, so please correct it.

Thank you Charlie333 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Charlie333,

I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite CasinoMega to join the conversation.

Dear CasinoMega,

Can you please provide more information on why is the player unable to withdraw?

Dear Charlie333,

Thank you for bringing this matter to our attention.

We wish to inform you that we conducted a thorough investigation into your account activity in order to ensure the safety and integrity of our platform. This investigation has been prompted by the identification of an IP address matching that of another CasinoMega player.

We would like to remind you that our General Terms and Conditions, specifically section 7-7, explicitly prohibit multiple participation in the same bonus campaign from the same device, household, or IP address. In instances where there is evidence of bonus abuse or other promotional misconduct, the associated bonus or promotion will be forfeited, and any funds held within the player’s account will be temporarily frozen. Additionally, the Operator reserves the right to close the customer account at its discretion.

Regrettably, due to the aforementioned reason, we must inform you that we are obligated to confiscate the balance in your account, with the exception of the last deposit. We will communicate the details of this refund to Charlie333 via email within 72 hours.

Kind regards,

The CasinoMega Customer Support Team

Dear CasinoMega,

Thank you for your response. Please provide supporting evidence of your claim to me at michal.k@casino.guru

Dear Michal,

We have sent the requested information to the above mentioned email.

Please let us know if any further information should be required.

Kind regards, 

The CasinoMega Customer Support Team

Dear CasinoMega team,

Thank you for your email. I have replied back and am waiting for further information.

Dear Charlie333,

Can you please confirm if anyone else from your family or friends has an account in CasinoMega?

You don't have any connection to "Mr. Osushi", right?

There is a relationship. I am a friend of mine who enjoys playing the casino together.

However, each person has their own account to enjoy the casino, and not from the same device, household, or IP address.

Enjoying the casino with friends should not be a violation of the rules.

If this is a violation of the rules, friends will not be able to introduce good casinos to each other, and they will not be able to have fun together.

I think this is a baseless and unfair withdrawal refusal.

Dear Charlie333,

Thank you for the confirmation.

Yes, I can agree with you that playing with friends in the same casino should not be a problem, however, there are different factors that are looked at by the casino security team when checking the player's information, game history, and documents for KYC and AML processes.

I am awaiting more information from the casino team to gain a better understanding of the situation.

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.

Dear Michal,

We have sent the requested information via email.

Please let us know if any further information should be required.

Kind regards,

The CasinoMega Customer Support Team

Thank you for your email CasinoMega Team.

I have replied back, and I'm awaiting further information.

Dear Charlie333,

Just to give a quick update, we are still discussing your case with the casino team and are trying to find a suitable consensus.

After a thorough discussion and consideration of all the facts, we have come to the following conclusion:

Although we agree that the casino has indeed the rule 7-7, (explicitly prohibit multiple participation in the same bonus campaign from the same device, household, or IP address. In instances where there is evidence of bonus abuse or other promotional misconduct, the associated bonus or promotion will be forfeited, and any funds held within the player’s account will be temporarily frozen. Additionally, the Operator reserves the right to close the customer account at its discretion.) mentioned in its General Terms and Conditions, however, according to our beliefs and from the perspective of a safe and fair user experience, we can't consider this rule to be fair. This rule can be (and in this case was) misused in situations where family members or friends are playing in the same casino and claiming the same bonuses to just not pay out their winnings, despite no breach of other terms being detected. We believe that if a player uses their own personal information to create a casino account, doesn't have duplicate accounts, and follows all of the rules in the T&Cs, they should be able to use a casino bonus that has been given to them. It is absolutely natural for friends and family to share information about attractive bonuses and games, and it is not uncommon for them to play at the same casino. This, on its own, we cannot consider a reason for not paying out the players their winnings.

We have communicated our position to the casino team repeatedly, but the casino team decided to strictly enforce this rule, and sadly, we have to close this complaint as unresolved.

We will now mark the complaint as "unresolved" in our system. We understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

If you feel you want to take this complaint further you can contact the Curaçao/Antillephone Gaming Authority (complaints@gaminglicences.com , certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru 

We can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. Sorry, we could not be of more help on this occasion.

The casino can reopen and resolve this complaint anytime

We’ve reopened this complaint at the request of CasinoMega. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Charlie333,

As Casino Mega, we would like to address the recent concerns regarding your withdrawal attempt. We understand that this situation has been challenging and want to ensure that our resolution is communicated clearly and with the utmost respect for your experience.

Firstly, we are pleased to inform you that after a detailed review of the documents you provided and your gameplay, we have decided to proceed with the refund of all deposits that have been associated with the winnings in question, amounting to 1200 USD, which has already been added back and successfully processed to your Jeton wallet. This decision reflects our commitment to customer satisfaction and responsible gaming practices.

However, regarding the winnings obtained from the bonus, we regret to inform you that we will not be able to proceed with their payout. This decision is based on a breach of our terms and conditions, specifically regarding the rule that prohibits multiple participation in the same bonus campaign from the same IP address. We understand that players often share information about games and bonuses with friends and family, leading to shared gaming experiences. However, as a casino, we must enforce our rules consistently to ensure fairness and integrity in all our gaming activities.

We recognise that this decision might be disappointing. Still, it is imperative for us to maintain a fair and secure gaming environment for all our players. We strive to be transparent in our policies and their enforcement and hope this situation can highlight the importance of adhering to the terms and conditions set forth by our casino.

We sincerely apologise for any inconvenience this situation has caused.

Thank you for your understanding.

Best Regards,

The Casino Mega Team

Thank you for your response, Casino Mega Team.

Dear Charlie333,

In light of the Casino Mega Team's reply and our email discussion, I'm pleased that we've reached a mutual understanding regarding the situation. After considering all the information and evidence in this situation, we believe the return of your deposit of $1200 seems fair on this occasion.

Kindly confirm the receipt of the funds so that we can officially close this complaint as resolved.

Dear Casino maga

Dear Michal

We have now received a refund of $1,200.

With this, we hope to resolve this complaint.

thank you.

Thank you for your cooperation.

Dear Charlie333,

I'm glad that you received the refund successfully and that both parties involved were able to reach a satisfactory conclusion.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru