CasinoMega - Player's access to casino site has been denied.

I played with my initial deposit

I won $1800 and requested a withdrawal

But the money has not been withdrawn.

Every time I attempt to access the site, all I see is "AccessDenied"

The reason for this is entirely unclear

Dear JIN_KORO,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a 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,

Tomas

>How long have you been a casino player?

Probably a few days after registering. About 5 days? I don't know exactly

>And please let me know when exactly your account was blocked.

2024/1/15 0r 2024/1/14

＞How did you find out that your account was blocked?

Suddenly I can't log in to the site

When you log in, the attached image will be displayed.

>What games did you play to build up your current casino balance? (Slots, Live Games, Sports Betting)

slots, live games

>Did you use the bonus to reach your current balance?

Yes, I used the first deposit bonus.

Will there be any further progress regarding this matter?

Or will it end like this?

After posting the complaint here, it is now possible to access the casino site.

The problem is not resolved.

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▼Bonuses I used

Take advantage of "100% first deposit bonus"

Deposit amount 300$

Bonus 300$

▼Bonus conditions

1x the deposit amount ($300) + 30x the bonus ($9000)

→ Total $9300

▼Total amount I bet for bonus conditions

*Calculated from casino site bet history

$21626.92

▼Among $21,626,92, the amount that is not recognized as spent after betting 25% or more of the bonus

$3495.75

▼Difference (corresponding to bonus conditions)

$18131.17

I was able to make a sufficient bet of $18,131 against $9,300.

The site asks you to make an additional bet of approximately $8,800.

When I asked how they calculated the amount of approximately $8,800, they didn't tell me anything.

They just told me to bet about $8800.

"▼Bonus conditions $9300" "▼Difference (for bonus conditions) $18131"

Even if I presented the calculation formula for these two points, the only response from the site was "I don't know about that."

I was told that support would contact me, but I received no response, and even when I contacted the site again, the answer was still vague.

Even though the bonus has been completed on the site...I don't understand the meaning at all

Even if you present the exact calculation formula, if they say they don't understand, it's too opportunistic.

You can't play as a casino site, I personally feel it's very malicious!

Thanks for the clarification.

• Can you please send me a chat transcript or email correspondence you had with the casino regarding the issue with wagering of the bonus not counting properly?
• Could you please send me your gaming history? Send the information to my email at tomas@casino.guru

I'll await your reply.

We have sent you the materials by email.

Please check.

Thanks for your message, I apologize for the late response.

Please note when the rules of the bonus are broken, and the casino requests you to complete additional wagering as a result, we would consider it justifiable.

Could you please clarify if your account is still blocked?

Dear JIN_KORO,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.