Mega.Bet Casino - Player’s account has been closed without reason.

I deposited money into this casino, but when I opened the game, I could not play because of all the errors.

When I asked support to investigate and refund my money, I was told that it was a violation of the Terms of Service and my account was closed.

The casino has not provided any evidence of a violation of the Terms of Service.

After checking, it appears that the casino is intentionally making up reasons to block users and deny withdrawals, as there have been several similar complaints in a short period of time.

Dear andandjonnyx,

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

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

• Could you please share your communication with the casino regarding the presence of errors in games, and the casino accusing you of breaking the terms and conditions?
• Could you please advise which game you attempted to play and in which games you encountered errors?
• Do I understand correctly that you couldn't wager any money in the casino at all?
• Did you accept any bonuses offered by the casino?
• Share screenshots here or send the information to my email at tomas@casino.guru

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,

Tomas

The casino claims to be a restricted country, but Japan is not included in the restricted countries in the Terms of Service, and the casino guru knows this, so they have posted that access from Japan is allowed.

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello andandjonnyx,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

It turns out that the blocking of the account was a misunderstanding.

However, this does not solve the problem of not being able to play at this casino and thus not being able to meet the wagering requirements and 

not responding to refunds, so the deposit amount is still stolen.

Dear Matej,

Nice to meet you!

The user's account was mistakenly blocked but access has already been restored.

The user did contact us about issue with placing bets in one game. The manager informed the customer about possible access issues due to location restrictions on the provider's side and offered a list of other available providers to make sure that none of the games worked as claimed by the user. The player then refused to cooperate and provided no confirmation that none of the games were working. As I can see, the player's betting history shows successful bets in different slots after contacting us with a given issue.

To summarize, the user refused to cooperate by providing confirmation that he cannot play at our casino. The activity log shows successful bets in various slots made recently, so there is no reason for a refund. The player can wager the balance and withdraw the funds according to T&C.

Feel free to ask if you need further assistance from our side.

All the best,

Mega.Bet Casino Representative

I registered in advance to see what games are available.

The fact that most of the games are actually unplayable and I can only play games I am not familiar with is reason enough for a refund.

How many times do you think I have submitted screenshots showing that I can't play?

It is too arrogant to advertise that there are thousands of games available, and then ask us to play those games and withdraw money, while actually leaving only a few games available to play.

EVOLUTION,hacksaw,spribe and all the major game providers have been wiped out.

Also, I made a deposit using the first deposit bonus, at which time I could not even play the pragmatic games.

Dear Mega.bet Casino Representative and andandjonnyx,

Could you please confirm whether andandjonnyx is requesting a refund of all his deposits? As it stands, if andandjonnyx is dissatisfied with game availability, he has the option to close his account and retain his remaining balance, rather than seeking a full refund.

To make a withdrawal, I must wager the amount of deposit.

But as you can see, most of the games are unplayable and I cannot wager properly.

Also, while waiting for the casino to take action, my bonus has expired.

I would like a refund with no wagering as this is due to a glitch in the casino.

Dear andandjonnyx,

Approximately what percentage of the games are unavailable?

Dear casino representative, please also confirm this information.

At least the proprietors you would normally play with are not available.

Considering that evolution accounts for most of the live casino popularity, we can say almost everything about live casinos.

Dear Matej,

The screenshot that the user attached to the previous message as proof was submitted to our support team a few minutes after the customer activated the bonus. It is quite likely that the bet rejection was due to the user trying to bet bonus funds in live games.

Unfortunately, the screenshots provided by the player are too cropped to help us in our investigation. There is no date or balance visible to see how relevant the problem is. I would be very grateful if the player would provide actual uncropped screenshots or screen recording as our managers have kindly asked to do. It would help a lot in resolving this problem if it exists.

Based on the available information I can assume that the betting failure was due to an attempt to place bets on the bonus balance in games this is not available. List of games for wagering the bonus balance is limited, but for main balance bets it is quite rich.

That's a lie.

I did not wager my bonus funds on the live casino in the first place.

The bonus money is used after the real money is used up in this casino.

As you can see from the fact that I still have real money in my account, I did not wager with the bonus money in the first place, and the real money wagers have failed.

Dear andandjonnyx,

Given your situation, I believe there's no issue with you recording a video showing how you attempt to access several games of your choice. (with error) Please create the video and send it to the casino support team.

https://gyazo.com/2997ed3ff5d38a50bca75e2a18c50346

Dear andandjonnyx,

Could you please create a longer video featuring multiple game openings?

That is technically not possible.

A few seconds of video is the limit.

Maybe you could try using a different tool to record the video. I’m perfectly fine recording a much longer session—more than just a few seconds. I’m sure it will help the casino technicians identify the issue

A few seconds is the limit.

Limit of what?

Due to the tools, we are limited to a few seconds of video.

Of course, we can provide longer videos if you are willing to purchase a powerful video tool.

ScreenApp – screenapp.io

RecordCast – recordcast.com

Loom (Free tier) – loom.com

All are free and allows you to record longer video.

I can't do it because I have to register as a user and install software.

I'm not going to go that far just to make a complaint.

Please be patient with a few seconds of video.

I don't have time either, so I can't shoot long videos or register on unknown sites for that purpose.

Even a few seconds of video I submitted was quite compromising.

Essentially, only screenshots.

I don't care how long it takes, as long as it is a casino glitch, the casino should investigate.

I tried to take a video using the tool I was introduced to, but gave up because I needed to register as a member to export the video after recording.

I just took a long video and it's a repeat of the few seconds of video I submitted earlier.

It opens up multiple games and then the error text appears.

Dear andandjonnyx,

With https://screenapp.io/ you don’t need to install anything. All you need to do is register for free — you can even use a newly created email, so it’s absolutely safe.

Please be so kind and record a longer video showing how many games you are unable to play in a row, as this complaint is specifically about that issue.

You are asking the casino for a refund, which would make sense if the majority of games were unavailable. However, if we’re only talking about a few games, then I’m sorry, but you are not entitled to a refund.

It’s similar to paying for entry into one of the biggest amusement parks and then asking for your money back because one of the attractions is under maintenance.

As long as required to register as a member, I cannot do so.

If necessary, I can submit more than one video.

How many games do I have to prove unavailability?

Please give us a specific number.

I create and submit a video of a few seconds for that number.

Dear casino representative,

Could you please check the video andandjonnyx sent and let us know what caused the error and how many games were not working for him?

Dear Matej,

We tried to simulate the error several times to indicate and fix the causes, but unsuccessfully. Besides that, it is the only case of its kind. Based on the available record and screenshots, singularity of the error and impossibility to simulate it, it is possible to assume that the issue with opening several games is on the user side and can be solved by troubleshooting.

All the best,

Mega.Bet Casino Representative

https://gyazo.com/53c789d41e14fe0d13a56f30b5814327

I cleared all caches, etc., but no improvement.

There is also an error 

where I can't bet on certain games for real money when I have a bonus, so I used a deposit bonus to reproduce that, but the free spins for that bonus are also not available.

Dear Matej,

Please check your e-mail. I have sent an extended explanation of the matter.

Feel free to ask if you need further information about the issue that caused this complaint.

All the best,

Mega.Bet Casino Representative

Don't proceed without me.

Dear matej, 

You decide how many specific games I can prove are unplayable and that would be grounds for a refund.

Dear andandjonnyx,

1. Casino Reproduced No Issue

The casino carried out multiple tests—on different devices, even via a Japanese IP—and could consistently access the games you mentioned. (sent me proofs of that)

2. Second Deposit Timing Raises Doubt

You experienced no issues with your first (smaller) deposit—games loaded, bets were placed, and funds were withdrawn successfully. Only after making a significantly larger second deposit did issues allegedly start occurring—and yet you still made a third deposit. This sequence is atypical for genuine technical problems. As a professional player experienced in numerous casinos, you'd likely notice any technical issues immediately after depositing.

3. Insufficient Evidence from Your Side

Your provided screenshots and brief recordings do not sufficiently demonstrate an inability to access games. More importantly, you declined to use the screen‑recording tool suggested by me.

This refusal undermines the credibility of the claim.

If you would like to continue with this case please Provide Clear Evidence: Submit an unedited video (at least 2–3 minutes) showing multiple failed attempts to access games.

Creating multiple videos each 7s long isn't sufficient evidence in this case.

When I register with a new casino, I first deposit a small amount to see if I can make deposits and withdrawals without problems. That is the first time.

The second time I made a deposit using the bonus, I was unable to play due to an error, and the bonus expired while I was contacting support.

I made a third deposit to recreate the bonus error, but this time the bonus itself would not allow me to play.

I would gladly use a screen recording tool that does not require registration, but if I register as a member using my e-mail address or other information, I receive spam e-mails, etc.

Casino Guru is a neutral organization, and should not be directing people to other tools.

He explained that the tools introduced above also require a paid plan if you want to shoot a 2- or 3-minute video, even though membership is free.

Dear andandjonnyx,

I forwarded your video to the casino representative. However, it would be nice to record a full screen video (the casino might even ask for that). The error you’re seeing could be caused by other software you're using, because the casino simulated your situation using a Japanese IP and received no errors. Also, nobody else has reported the same issue.

You mentioned you’d prefer a screen recording tool that doesn’t require registration. I understand that, but if you register using your email or other information and then receive spam, you can always use a one-time email address or create a new one and delete it after recording the video. You’ve created quite a few complaints on our website, so we already have a good idea who you are—please don’t say you’re unable to do that.

As for your comment that Casino Guru is a neutral organization and shouldn’t direct people to other tools—I’m sorry, but we do recommend tools when they’re necessary to create evidence. What should we do instead—say there’s a tool that can help, but refuse to tell you what it is? Withholding such information would not be helpful or reasonable in resolving cases.

Tried a completely new device, but that did not solve the problem.

If software was the cause, using a different PC would resolve the issue, but it did not actually resolve the issue.

Deleting cookies didn't help.

If the casino says the error did not occur, please forward me the videos of 

showing the "EVOLUTION", "HACKSAW" and ‘SPRIBE’ games and 

showing that the "PRAGMATIC LIVE" game can be played realmoney with the bonus in your possession.

Of course, please make sure that the staff member residing in Japan, not using a VPN.

It is common knowledge that a VPN will not reproduce the situation.

There is a fee for long videos on any service.

The service they introduced me to eventually required me to join an expensive plan.

I do not have a disposable email address either.

As a general rule, complaints need to be resolved in a way that does not burden the user.

Even if registration is free, it takes a lot of time to register, shoot the video, prepare the environment for shooting videos that meet the requirements, edit and download it, and much time.

A completely free service means that there are unavoidable time costs, such as the time it takes to download the service, advertisements, and restrictions on its use.

In fact, it took dozens of minutes behind the scenes to shoot this two-minute video.

We can tolerate a simple write-up or screenshot, but not if it takes a long time to complete.

You may be able to put up with 30 one-minute overtime sessions, but even one 30-minute overtime session should be unsatisfactory.

Please be aware that for casino guru personnel and casino support, complaint resolution is a business and generates hourly wages, but for users, it is more of a loss due to wasted work time.

Or will the casino pay for the costs incurred?

I asked my Japanese friend to register at this casino and open various games.

As a result, many of them reported that they could not play.

＞The casino carried out multiple tests—on different devices, even via a Japanese IP—and could consistently access the games you mentioned. (sent me proofs of that)

I have not yet received any data to support this.

In the first place, I don't believe there is anyone on the staff of this casino who lives in Japan.

Please provide me with contact information for the Japanese person who did the testing.

My friend reported that other proprietors such as booongo and gazix are not playable.

It is especially critical that EVOLITION, which dominates the popularity of live casinos, cannot be played.

If 10 out of 100 attractions in Disneyland cannot be played, and those 10 are the TOP 10 most popular, that is reason enough for a refund.

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.

Dear andandjonnyx,

We have assigned one of our Japanese testers to check whether the games are functioning properly.

However, in this case, I believe the best solution would be to close your account and pay out the remaining balance.

The logic is simple: you can't refund lost bets because you had a fair chance to win.

As for compensation related to "buying software" to create a video as evidence — you’re welcome to start a topic about this on our forum. Other users will likely explain that you can’t demand money for something that is free and widely known.

Especially in your case, since you've demonstrated many times that you're not just an occasional player.

Dear andandjonnyx,

We have assigned one of our Japanese testers to check whether the games are functioning properly.

However, in this case, I believe the best solution would be to close your account and pay out the remaining balance. (if the tester proves that the games are not working correctly)

The logic is simple: you can't refund lost bets because you had a fair chance to win.

As for compensation related to "buying software" to create a video as evidence — you’re welcome to start a topic about this on our forum. Other users will likely explain that you can’t demand money for something that is free and widely known.

Especially in your case, since you've demonstrated many times that you're not just an occasional player.

I am requesting a refund without placing the bet in the first place.

It has nothing to do with chances of winning or losing wagers.

It also doesn't matter if the software is free or paid.

I am talking about the obvious: if the software is free, it holds the user up for a long time, and if the user is working, there is a financial loss for that.

If a person who normally works for 2,000 yen an hour uses free software and it takes one hour to create a video and the user is unable to work for that amount of time, it is not much different than if the user used paid software for 2,000 yen.

You guys need to understand that this is your job and you will be paid no matter how much time you spend, but the person filing the complaint is a simple victim and the more time he/she spends, the more he/she loses.

I'm sick of it.

All I had to do was bet on a game I didn't understand at this casino and accept a loss of a few dozen dollars and withdraw the money.

Still, I filed a complaint because the casino kept lying to me that the games were working fine and being rude, and I wanted to make sure I was being reasonable.

However, the casino stalled for time, claiming that the game could be played from a Japanese IP but refusing to provide me with any video evidence of this at all.

As a result, my loss was more than a few tens of dollars.

I am too busy to deal with this complaint any longer.

Please forward the casino and the tester the video evidence that the game can be played on the proprietor I mentioned.

Good bye.

We’re still waiting for the tester’s results. Don’t you want to see what they’ve discovered?

Dear Andandjonnyx and Casino Representative,

The video provided by our tester clearly shows that some of the games are not possible to load. We have already sent this evidence to the casino.

Please tell us which email address these evidences were sent from.

After checking with experts,

they came to the conclusion that "using free video creation tools typically requires long hours, and you'll need to cover labor costs in lieu of the cost of paid tools."

It doesn't matter whether the casino or the casino guru pays.

Dear Andandjonnyx and Casino Representative,

I sent the evidence from matej@casino.guru on July 29, 2025.

Dear Andandjonnyx, really nobody will pay you for creating 2 min video which was requested as an evidence. But if you insist as I said you can create a forum topic about it.

They forget that it takes more than two minutes to make a two-minute video.

Creating a video involves filming, editing, encoding, and other tasks that can be very time-consuming, especially when using free tools.  

The short videos you usually watch on YouTube may only be about 30 seconds long, but the time it takes to create them is likely to exceed 30 minutes.

When asked, every expert responded that if work is required, then labor costs will be incurred.

You said that you hired Japanese testers and had them make similar videos.

Did those testers work for free? No, right?

If you were to ask in a forum, "If using a free video creation tool results work and prevents from doing regular job, is it acceptable to charge for labor costs?" the answer would likely be affirmative.

Even tasks that take only a couple of minutes, such as forwarding emails or submitting screenshots, can add up to a significant amount of work.

Especially since I am self-employed,The task prevents me from doing my usual job.

If you work five minutes of unpaid overtime every day, that adds up to nearly two hours of overtime over a month.  

Over a year, that’s 25 hours. If your hourly wage is $20, that’s $500 worth of unpaid work.  

Can you accept that?  

We can tolerate a few minutes of work a few times to resolve a complaint, but we cannot tolerate tasks that take several tens of minutes.

As you know, Casino Guru earns profits by listing casinos and engaging in affiliate marketing, and resolving complaints is a way to gain trust and encourage further casino registrations and gaming.

No matter how hard you work, it is nothing more than an attempt to redeem the reputation of the casinos they introduce which are fraudulent, and pay are naturally incurred.

Please keep in mind that I am solely a victim and am not in a position to help resolve the casino's issues.

As you can see from this thread, the casino has not conducted a proper investigation and refuses to admit any malfunction.

As a result, I had to spend a long time working on this issue, and Casino guru had no choice but to hire a Japanese tester.

The casino should be held responsible for this.

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.

I am attempting to contact the casino representative through various channels.

No, I've decided to give up.

It's been over two weeks, so please close it as unsolved.

Goodbye.

After two weeks had passed, I gave up and withdrew my funds. Since this complaint was solely for a refund without playing, resolution is impossible.

The rules state that if there is no response within two weeks, the casino must be penalized immediately.

Please close this complaint as unresolved immediately.

Why is my response still pending?

I've already given up on a refund since the casino abandoned my response for two weeks.

This complaint is now impossible to resolve.

Hello,

We did not find your email in our inbox. Could you please send the video again?

It's pointless to review the video now.

After all, there's no balance left in the account, and refunds can't be processed, right?

Why did you ignore it for over two weeks?

Two weeks have already passed. Please mark the complaint as unresolved according to the rules.

It's absurd to exclude video production costs and time from pure damages.

I work full-time, and creating videos or spending time on them means I lose out on income.

I consulted external forums and experts, and they confirmed my position.

You were the one who suggested asking forums or outside experts. It's problematic for you to suddenly take a stance of not accepting it now.

The monetary value of the complaint is the $600 deposited.

However, this complaint is solely a request for a refund.

Now that a refund has become impossible, the complaint can never be resolved. Right?

At the very least, I waited over two weeks for the casino's response.

But since the casino kept refusing to reply, I gave up on getting a refund.

Casino Guru's rules also state that if there's no response within two weeks, the complaint is treated as unresolved.

Even if the casino responds now, it's too late.

For reference, here are the results from actual interviews with third parties outside the company.

It seems to be common knowledge that even a video lasting only a few minutes takes significantly more than a few minutes to create.

As a result of the casino persistently refusing to refund, I was forced to wager three times my deposit amount to withdraw, ultimately losing $15.

At the very least, the casino should cover this $15.

I also no longer wish to have any dealings with this casino.

Dear Andandjonnyx,

Thank you for your message. From everything you’ve shared, I agree that $15 is a fair value for your complaint.

However, asking for compensation for the time you’ve spent or the software you used—especially considering I’ve already provided you with three free tools that didn’t require installation—feels unrealistic, if I may say so respectfully.

Even with free tools, setting up the environment to create requested videos takes time, and video editing and encoding generally take longer with free tools.

Ask your favorite YouTuber: "Does it cost you anything to make a video that's just a few minutes long?"

Japanese testers should have similarly created videos lasting a few minutes, but based on that phrasing, you haven't paid them, right?

Did you ask Japanese testers to create a video lasting just a few minutes for free, and did they agree to it?

With all due respect, that seems unrealistic.

Or do you think that with free tools, preparing to shoot videos, editing them, and encoding them won't take any time either?

That's just plain unreasonable.

It's only natural that it takes longer since they're less powerful than paid tools, right?

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.

We are closing this complaint as unresolved.

While the monetary value is minimal, we found issues affecting Japanese players' gaming experience and believe the casino should have made a better effort to resolve the situation.