CasinoMega - The player's winnings were confiscated.

I'm waiting my money for a long time.

They usually process within 48 hrs, but more than 2 weeks have already passed.

They said the reason is increasing withdrawals via Vega wallet at Japanese market. Transferring Venus point to Vega wallet occurred that congestion. (But that phenomenon is not in other casinos. Withdrawals will be carried out smoothly)

I think they are lying.

Even if it's true, but still, too late.(Huge amount of withdrawal requests?)

May I ask you to help me?

Hello ryosyou,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CasinoMega. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hello, thanks for getting back to me.

Regarding the questions.

My account is already verified.

I made it on 5 July, and it is from real money.

I contacted casino today. As above, no progress.

Is there a problem with my reply?

Can you confirm since when is your account verified?

More than a month ago.

It is my 2nd withdrawal at this casino.

Thank you ryosyou for all the information. I will now forward your complaint to my colleague Stefan who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear ryosyou,

I am so disappointed to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a CasinoMega representative to join this conversation and participate in the resolution of this complaint.

Dear CasinoMega,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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’.

No response.

Seem to be ignoring me.

Dear ryosyou,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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. I wish I could be of more help.

Kind regards,

Stefan

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.

Dear Peter,

Thank you for reopening the complaint as requested.

We would like to inform you that after a thorough investigation of the case, we can see that the user in question has taken advantage of our Second Deposit bonus and claimed it with their deposit.

As per the corresponding bonus' Terms and conditions:

11. This promotion cannot be used in conjunction with any other promotion or bonus.

Upon closer investigation of the user's gaming activity we have found that they have bought a bonus within the game they were playing and have therefore breached our bonus Terms and Conditions.

As such, we have adjusted their balance and issued a full refund of their originally deposited amount, which

has since been processed on 16th of August.

Thank you once again for your assistance in clarifying the matter.

Kinds regards,

CasinoMega

Thank you  CasinoMega for the explanation.

Dear ryosyou,

I've looked at the evidence provided by the casino and it seems that you found and intentionally exploited a loophole in the game played and therefore managed to gain an unfair advantage over the casino. We agree with the casino's decision to refund your deposits. I'm afraid your complaint will be rejected. If you disagree with our decision, please turn to the Curacao Gaming Authority for further help (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter