Mega.Bet Casino - Player believes that their withdrawal has been delayed.

I did withraw and the message says: will be verified within 24 hours. If i go to the witdraw it still says pending. I can only withdraw €500 each. While i need to withdraw €7250… i want my money now!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Alkmaar072,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you. My account is fully verified, they have cancelled all my withdraws, without sending an email or any information why. They are also away in live chat pff

They now have closed my account because im frauding something, please help me. I didnt do anything wrong.

they close the chat and dont help me further, my €7000 is all gone😰

Okay so what has happened:

• Monday a week ago i won big. I direcly did withdraw. After days of waiting they asked for kyc last thursday
• thurday i completed kyc and accepted
• saturday they cancelled all my withdraws
• yesterday i talked via customer service see screenshots above.
• today they closed my account. Without a reason. I didnt do anything wrong i just want my €7000. They close the chats via customer service. It is so scammy that this casino does kyc after withdrawing money, not before depositing…

i am so desperate. I can cry the whole day

i never did anything fraudulent in my whole life, i dont understand it

I would like to clarify that if there were any issues with my KYC documents, I am more than willing to provide new, high-quality copies or alternative documents. If a mistake was made during the upload, it was unintentional, and I am ready to cooperate fully to verify my identity. But the tool they use said everything is approved…

they said this also. It is so frustrating they try to prevent paying out. They have to forbid these casinos…

@atilla, could you please respond/help me? and maybe its good to change the title: Players account has been blocked after trying to withdraw €7000,-

Dear Alkmaar072,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

hi atilla, they have blocked my account and say im fraudulent. They dont response me on email anymore. Please see all messages above

I didnt receive anything

I think you cant see all my messages above since they are flagged as: sensitive attachment and waiting for approval?

Can we please have a live discussion via chat or something?

Dear Alkmaar072, thank you for your response. I am truly sorry about your negative experience at Mega.Bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you no longer have access to your account?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila G.

Do I understand correctly that you no longer have access to your account? No

Could you please advise which games you focused on - slots, live casino, sports betting, etc.? Slots

Did you pass the verification before you lost access to the account?yes, see screenshots which i send above. I won, i withdraw, then they didnt pay out, then they said you need to do kyc, i did kyc, the program said kyc passed, 6 days later when i kept asking for my withdraws they blocked my account and said fraudulent

Did you accumulate your winnings with or without an active bonus? Without bonus

I hope you can help me, if you have more questions, i can answer everything directly these 2 hours..

Dear Alkmaar072,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Dear Alkmaar072,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Mega.Bet Casino representative to join this conversation and participate in resolving this complaint.

Dear Mega.Bet Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information.

Kind regards, Jana

Thank you Jana! I hope they will respond…

They dont respond me in the chat and mail🙁

Did they respond your mail?

Dear Alkmaar072,

We kindly ask for your patience while the casino responds. The casino is still within the allocated response timeframe in the complaint thread.

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.

Is that the only thing that can be done?

looks like the odds are really low that i get my money back..

A better tittle for my case would be: mega.bet closed players account after he tried to withdraw €7000

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana

We’ve reopened this complaint at the request of d1574gamble. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Amazing! it looks like they want to make contact with guru casino. About the unresolved cases.

Hi jana, did you get something from them? They said they will reach out to you

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana

At the request of Mega.Bet Casino, we have decided to reopen this complaint. Our aim is to give this case another opportunity for resolution, with the hope of helping both parties involved reach a satisfactory conclusion.

Okay, what did they say?

Hello Casino Guru Team,

We have completed an additional review of the player’s transaction and balance history.

We identified irregular transactions that explain the reason for the account closure, and we have now sent the relevant information and supporting evidence directly to the Casino Guru complaint manager by email.

Please let us know if any additional information is required from our side.

Best regards,

Mega.Bet Casino Team

Thank you for the update.

I would like to emphasize that it has been almost 9 months since my account was closed and my funds were withheld. It is completely unreasonable for a casino to take 9 months to complete a basic review of transaction history, and it feels like an attempt to delay and avoid paying out a legitimate big win.

I am an experienced player who has played at over 50 online casinos without any issues. I have already provided all requested KYC documents (identity, address, employment, and income proof). As a player, it is impossible to alter server-side transactions or game histories.

I trust the Casino Guru team to take this extreme 9-month delay into account and to critically review whatever 'evidence' Mega.Bet has finally decided to submit."

Hello d1574gamble,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana 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 Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Alkmaar072,

Thank you for reaching out regarding your complaint. After carefully reviewing the evidence provided by the casino, I regret to inform you that I must reject your complaint. The transaction history, coupled with the lack of an identifiable legitimate source for the refund credits, led our internal investigation to classify this activity as fraudulent, resulting in the closure of the account. I sincerely apologize for not being able to assist you further in this matter. Should you experience any issues in the future, please do not hesitate to contact us.

Best regards,

Jana