Mega.Bet Casino - Player's account is closed and winnings are confiscated.

Dear Mariska,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• When did you create your account, and when was it verified by Sumsub?
• Could you please advise when exactly you sent the additional documents to the casino?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Did you receive any messages or notifications explaining why your account was blocked?

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

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you very much for your reply, Mariska. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much, Mariska, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 Mariska,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Mega.Bet Casino to join the conversation.

Dear Mega.Bet Casino,

I would be grateful if you could provide clarification regarding the closure of the player's account and the non-processing of the withdrawal. The player's verification was successfully completed by Sumsub, and there appears to be insufficient information explaining why the player supposedly did not successfully complete the entire KYC process. If this information is confidential and not appropriate for public sharing, I kindly request that you send it to me at michal.k@casino.guru, along with any evidence that supports your actions.

Dear Michal,

Thank you for your assistance in helping to resolve this case.

As the information related to this matter contains confidential elements, we have sent a detailed explanation along with supporting documentation directly to your email address at michal.k@casino.guru.

Please feel free to reach out if you require any additional details or clarification.

Kind regards,

Mega.Bet Team

Dear Mega.Bet Team,

Thank you for your email. I have replied with some further questions and my insights regarding the case and am looking forward to your response.

Dear Mariska,

I have also replied to your email and am looking forward to your reply as well.

Dear Mariska,

Thank you for your emails with the evidence. I will continue with my dialogue with the casino team. I kindly request your patience during this time, and I hope to provide some updates soon.

Dear Mega.Bet Team,

I am looking forward to your reply to my email.

Dear Michal,

Thank you for your response and additions.

We have sent you a reply to your message with consideration of the additional data you provided to michal.k@casino.guru.

Please do not hesitate to contact us if you need any further details or clarification.

Best regards

Mega.Bet Team

Dear Mega.Bet Team,

Thank you for your email. I have shared my thoughts regarding the situation and suggested a suitable course of action to effectively address the matter.

Dear Michal,

Thank you for your response.

We have sent you a reply to your message.

Best regards

Mega.Bet Team

Dear Mega.Bet Team,

Thank you for your email. I have conveyed my insights concerning the situation and proposed an appropriate course of action to effectively resolve the issue.

Dear Michal,

Thank you for your response.

We have sent you a reply to your message.

Best regards

Mega.Bet Team

Dear Mega.Bet Team,

Thank you for your email. I have responded back.

Dear Michal,

Thank you for your message.

We can see that the response time for this case is about to expire. We would like to kindly ask for a bit more time in order to clarify some internal details and provide you with a complete and accurate response.

We appreciate your patience and understanding, and we will follow up as soon as possible.

Kind regards,

Mega.Bet Team

Dear Mega.Bet Team,

Certainly, I will grant a little more time for your response; however, I feel that I have already conveyed our perspective on the matter and was anticipating your final decision.

Dear Mega.Bet Team,

I have responded to your last email and am awaiting what looks like your final reply regarding this case. If there is no response in the coming few days, we will close the complaint as ‘unresolved’, which will have a negative effect on your casino rating.

Dear Michal,

We would like to inform you that we have contacted the player directly regarding this matter and are awaiting her response.

If you require any further details or confirmation from us, please do not hesitate to contact us.

Kind regards,

Mega.Bet Team

Dear Mariska,

I'm looking forward to your thoughts regarding the email from the casino team and any further actions you wish to pursue.

Dear Mega.Bet Team,

While you certainly have every right to communicate directly with the player, this is in fact more than welcome; however, I'm still eagerly awaiting your detailed clarifications, along with any supporting evidence you can provide in response to my enquiries via email.

Dear Mariska,

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,
Michal
Casino.Guru

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

That's great news, Mariska.

I am glad that our involvement played an important role in resolving the situation, and you received the funds. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, Mariska, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino.Guru