CasinoMega - Player's withdrawal requests are being delayed.

Hello, I am facing an issue with Casino Mega Casino. I am a VIP player and frequently play at their casino. My account is fully verified, and previous withdrawals have been successfully processed. However, since my last win on 24.12.2024, my withdrawal requests have been rejected 7 times, despite repeated assurances that the payment would be made.

The communication with the casino has been frustrating and repetitive. They reject the withdrawal, then claim everything is fine and promise to resolve it quickly, yet the same issue keeps recurring. Their email responses appear to be generic and copy-pasted each time. Could we address this issue so I can receive the assistance I need to resolve it?

Dear Gandalf1k,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please let us know if you chose to withdraw using the same method you have successfully used before?

Has the casino customer support explained why your withdrawal was canceled?

Have you tried choosing a different payment method for your most recent withdrawal?

Are all your payment methods verified?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Veronika,

Thank you for your response.

Yes, I used the same withdrawal method I have successfully used before—bank transfer to the same bank I have consistently used for deposits. Unfortunately, the casino has not provided any clear explanation for why my withdrawals were canceled. I am attaching a screenshot of their email, which simply states they are sorry and will resolve the issue. However, after seven rejected withdrawal attempts and over a month of waiting, no progress has been made, which has been incredibly discouraging.

All payment methods linked to my account are fully verified, as this was a requirement for successfully processing previous withdrawals. I have not attempted to use a different payment method, as bank transfer has always been a convenient and reliable option for me.

I appreciate your assistance in helping me resolve this matter and look forward to hearing back from you.

Thank you very much, Gandalf1k, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Gandalf1k, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite CasinoMega representative to join this conversation. 

Dear CasinoMega, could you please provide more information about this case? 

Looking forward to your reply.

Hello, I just received an email saying my account was closed due to failed phone verification. However, I contacted them multiple times, and they only mentioned resolving the issue of my withdrawal being canceled. They never mentioned anything about a phone call, and I have no missed calls on my phone. Please find screenshots of their emails attached.

Dear Gandalf1k,

thank you for your message.

Do I understand correctly, that you have never scheduled the verification call with casino?

Dear CasinoMega,

could you please provide more information about this entire situation?

Yes, that's correct. We've never scheduled a call, and I can share our entire conversation to confirm this.

Dear CasinoGuru,

We would like to provide clarification regarding the customer’s concerns about our account closure decision.

We must emphasize that we do not schedule calls for security verifications for obvious reasons. Our Security Department attempted to contact the customer on multiple occasions, both in the morning and evening. Due to GDPR and privacy compliance, we cannot disclose the exact dates and times of these attempts. However, we can confidently confirm that these calls were made, and a signal was present during each attempt.

As outlined in our prior communication with the customer, the decision to permanently close their account was made following a thorough review and is final. We will not engage in further discussions about this matter, as significant security concerns regarding the customer remain.

Please note that the customer’s initial deposit has been refunded, and we trust they can confirm this on their end.

We appreciate your understanding and cooperation. If you require any further information that aligns with our confidentiality obligations, please feel free to contact us.

Best regards,

Casino Mega

Hello,

I am writing to address an issue concerning my account. The phone number I originally registered with has been inactive for months. I now have a new number and realize I had not updated it with your casino. As such, any claim that there was a signal when you attempted to contact me is inaccurate, and I can confirm this.

Furthermore, my account, which had a balance, was closed after I made a public complaint. Closing my account without notifying me about your intention to make a call is both unprofessional and deeply disappointing.

I find this situation highly disappointing, especially considering I was a VIP player, regularly played at your casino, and spent a substantial amount of money.

This is a serious matter, and I have documented all our previous conversations and relevant facts.

Given these circumstances, I will be pursuing further action to address this matter.

Hello Gandalf1k,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Gandalf1k,

thank you for your messages.

There are several questions that have arisen during the analysis of this case.

Could you please indicate when you first opened an account at CasinoMega?

How long has your previous phone number been inactive?

Have you received the deposit that the casino referenced in their earlier communication?

Hello, I created my CasinoMega account on June 24, 2023. My previous phone number has been inactive for several months. I haven’t received my deposit, and I’m unable to log in to my account anymore.

Dear Gandalf1k,

thanks for the update.

Dear CasinoMega,

in light of this new information, would you be open to conducting one additional verification call for this client, please?

Dear Casino Guru,

We appreciate your continued efforts in mediating this case and would like to reiterate our position regarding the customer's concerns.

As previously stated, the decision to permanently close the customer's account was made following a thorough internal review and remains final due to security concerns. We must emphasize that we do not schedule calls for security verifications, as doing so would compromise our internal procedures. Our Security Department made multiple attempts to contact the customer, both in the morning and evening, and a signal was present during each attempt.

Additionally, we would like to highlight a key point in our Terms & Conditions, which the customer has read and agreed to:

4. Players’ Account

4.2. You are required to keep Your registration details up to date at all times. If You change Your address, e-mail, phone number, or any other contact or personal information, please contact [email protected] in order to update Your Account information. The name that You provide to the Operator at registration must be identical to that listed on Your government-issued identification.

The customer has explicitly acknowledged that their registered phone number had been inactive for several months and that they had not updated their details as required by our T&Cs. This confirms that the responsibility to maintain accurate account information rests with the player, and any failure to do so does not warrant an exception to our established security procedures.

Furthermore, we can reconfirm that the customer’s last deposit has been refunded. If they require further details, they are welcome to contact our support team, and we will provide the ARN number, which they can use to verify the transaction with their bank.

We appreciate your understanding and cooperation on this matter. Please note that this decision is final and as such we will consider this matter to be resolved.

Best regards,

Casino Mega

Dear CasinoMega,

thank you for your message.

Apart from the phone number that has not been updated, are there any other reasons to close this player's whole account, please?

Dear Gandalf1k,

I would like to assure you that this case is being actively discussed with a casino representative outside this thread. I will inform you as soon as I have any relevant news to share.

Dear CasinoMega,

I am awaiting your response. Should you require any additional information from my side, please feel free to contact me.

Dear Casino Guru,

Thank you for your response.

After a thorough reviewal, please note that in addition to the previously refunded 270 EUR directly to the user's payment instrument, we have also issued a refund of the remaining 3730 EUR as well.

As such, we would consider this matter to be resolved.

We appreciate your understanding and cooperation on this matter.

Best regards,

Casino Mega

Dear CasinoMega,

thank you for the update.

Dear Gandalf1k,

could you please confirm whether you have received your funds?

Hi,

I have not yet received my funds. Could you please confirm when they were sent? Should I allow a few more days for processing?

Dear Gandalf1k,

thanks for the update.

Please allow up to 14 business days for the processing of your funds. I appreciate your patience, and should there be any updates, do not hesitate to reach out to me.

Hi,

So far, I have received €3,191, but I am still waiting for the remaining €539 to be paid. Unlike the previous payments, I do not see it in the scheduled payments.

Could you please check and provide an update?

Thank you!

Dear Gandalf1k,

thanks for the update.

Can you see those funds in your player's account, please?

Hello,

I still haven’t received a refund of the full amount that the casino stated they would credit. Up until now, I have only received €3,191.

Is it possible for you to explain what happened to the rest of the balance? Thank you for your help with this issue.

Dear Gandalf1k,

thanks for your message.

Dear CasinoMega,

could you please provide an explanation regarding the status of the withdrawal?

Dear CasinoGuru,

Please be aware that there were some initial challenges in processing refunds for two transactions due to their older dates. However, our team is actively addressing the issue, and the remaining refunds should be completed shortly.

Best regards,

Casino Mega

Dear CasinoMega,

Thank you for the update. Could you please provide information on the resolution of those challenges?

Dear CasinoGuru,

Thank you for your patience regarding this matter.

Please note that we have issued a refund of the remaining amount back to the original payment method.

We appreciate your understanding and cooperation on this matter.

Best regards,

Casino Mega

Thank you for the response, CasinoMega.

Gandalf1k, could you please advise if you have received the payment?

Dear Gandalf1k,

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.

Hello, they paid me 407 EUR in the meantime.

Dear Gandalf1k,

thank you for your message.

Dear CasinoMega,

could you please provide an update on the whereabouts of the remaining 132 EUR?

Dear Katarina and Gandalf1k,

Please be informed that we have processed refunds amounting to €3,730.

Refunds typically appear on cardholder statements within 5 to 10 business days. Depending on the bank, the refund may be shown either on the date the original deposit was made or on the date the refund was credited to your account. This can vary based on your bank and country, so we kindly recommend checking both dates on your statement.

If anything appears to be missing, please don’t hesitate to contact our Customer Support Team and provide a copy of your bank statement so we can investigate further.

Thank you very much for your cooperation.

Best regards,

Casino Mega

Dear CasinoMega,

thank you for your message.

Dear Gandalf1k,

could you please confirm receipt of the remaining funds in your bank account?

Dear Gandalf1k,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Katarina

Casino.Guru