Mega.Bet Casino - Player’s account has been closed and winnings confiscated.

i won first time in my life, then the payouts started, they payout some money but than they closed my account whit 15 on my balans. saying : "Your account has been terminated, and all winnings associated with fraudulent activity have been forfeited"

I am over a month waiting but stil nothing they don’t want to pay, can someone help me ?

Important notice:

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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.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• 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

hello,

i had now bonus and also no bonus issues, they payed more than the half of the money out, than they asked for verification i succesvol did that then they closed my account reason they send this: "Following a compliance review, we identified suspicious and fraudulent patterns linked to your account. As per our Terms of Use, we reserve the right to close any account found to be engaged in fraudulent, dishonest, or manipulative behavior.

For details, please refer to Section 3.10, Section 4.1.7, and Section 16 of our Terms of Use: https://mega.bet/policy/terms-of-use/ [https://mega.bet/policy/terms-of-use/]"

Hello,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Do I understand correctly that the casino closed your account after you submitted the documents for the KYC verification? If that is the case, has the casino indicated that there may be an issue with approving specific documents?

I look forward to your reply.

hello, no document were good, they payout some money, than they send this :

"Following a compliance review, we identified suspicious and fraudulent patterns linked to your account. As per our Terms of Use, we reserve the right to close any account found to be engaged in fraudulent, dishonest, or manipulative behavior"

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear player,

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 Atilla, i already send you email week ago please check your spam box, did you received?

Thank you for your response. Could you please advise which games you focused on - slots, live casino, sports betting, etc.? Thank you in advance for your reply.

hello, live casino and slots

Hello Casino Guru Team,

We have contacted the Casino Guru complaint manager regarding this case and have provided all the necessary information and supporting evidence for review.

Please let us know if any additional details or documentation are required from our side.

Best regards,

Mega.Bet Casino Team

Dear Mega.Bet Casino Team,

Thank you for your response. Unfortunately, I am unable to find the email containing the relevant evidence. Could you please let me know which email address you used to send it?

I appreciate your cooperation and understanding.

Dear Attila,

The email containing the relevant evidence was sent from support@mega.bet.

Best regards,

Mega.Bet Casino Team

hello, is there update in my case ?

Hello,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Casino Guru Team,

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

Best regards,

Mega.Bet Casino Team

hello Attila, is there any update ?

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, Michal (michal.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

Dear all,

I’m Michal, and I have taken over the handling of this complaint. I have reviewed the case and will work to clarify the circumstances and, ideally, help the parties reach an appropriate resolution.

Dear Mega.Bet Casino Team,

I have reached out via email and am looking forward to your reply.

Dear johnholland,

I would like to kindly request your response to the following questions.

Have you established and utilized only a single account with Mega.Bet Casino?

Could you please confirm the complete personal information that you provided when creating your casino account?

Additionally, can you confirm if any of your family members, friends, or acquaintances have an account with Mega.Bet Casino?

If that is the case, have you played at the casino at the same times as them, possibly during a visit together?

Furthermore, could you specify which devices (including make and model) you have used to register and engage in gameplay at Mega.Bet Casino?

Thank you very much in advance.

hello Michal, i just send you the mail white the answers, thank you for your time

Dear johnholland,

I have not received any email from your ke*******e@hotmail.com or ke******e21@gmail.com emails. Are you sure you sent an email to me at michal.k@casino.guru?

hello i just send it again something went wrong, w*****21@gmail.com

Dear johnholland,

Thank you for the information provided.

Dear Mega.Bet Casino Team,

I look forward to receiving your response to my email.

Hello Casino Guru Team,

We have reviewed the case and sent the relevant explanation 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

Dear Mega.Bet Casino Team,

Thank you for providing all the information and evidence regarding this matter.

Dear johnholland,

After a thorough review of the information and evidence submitted by the casino, it has been confirmed that multiple accounts sharing certain personal details were created and used, and that these accounts claimed casino bonuses. This contradicts your statement: "I only had one account myself."

According to casino rules, as well as industry standards, each player is permitted to open and use only one account at a given casino. Unless the casino team explicitly authorizes multiple accounts, they must not be created under any circumstances. If a violation of this rule is confirmed, casinos have the full right to confiscate any winnings and/or funds from the accounts in question, or to take other actions stipulated in their terms and conditions.

As an independent party, I have thoroughly examined all the gathered information and evidence and conclude that the casino acted in accordance with its terms and conditions as the casino team had already communicated to you.

On the basis of the above, I must close this complaint as Unjustified.

I would also strongly encourage you to avoid opening multiple/duplicate accounts in the future and to familiarise yourself with and follow the casino's rules.

Should you experience any issues with this or any other casino, please do not hesitate to contact us. We will try our best to assist within the scope of our role as an independent dispute resolution service.

Best regards,

Michal

Casino Guru