Mega Dice Casino - Player claims that payment has been delayed.

I've made 11 withdrawals in the course of two days. 5 of these payments went through seemlessly; but 6 are stuck in status "under review" since a week now.

Amount Withdrwan: 29M $DICE (right now around 10K $)

Amount in review: 13,9M $DICE (around 4-5K $)

Tried to contact them and ask them about the reason and estimated timeframe, but the only response i get is "its under review. We will inform you"

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Dear stevieo92,

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

Dear stevieo92,

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.

Dear stevieo92,

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.

Hi,

some issues were solved.

the withdrawals were cancelled, the money was deducted from my account and i was told that the reason was that i received a higher cashback than usual.

Didnt quote understand it, bit accepted it.

Nevertheless, between all the withdrawals, ghere was one withdrawal consisting only of a deposit and winnings resulting from that deposit. It had nothing to do with any cashback. That money is also gone. Ive contacted support via chat and via mail, i was told that they will have a look but that was two weeks ago. Since then i neither received any update, nor any answer to any of my follow up mails.

The Amount we are talking about is a deposit of 750K Dice and a withdrawal of 1200K Dice, worth about 1,1K $.

Hello stevieo92,

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

Dear stevieo92, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Were the rest of the withdrawals successfully paid out by the casino?
• Could you please confirm how much do you currently need to withdraw in total in USD currency?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Hi, replied you via Mail.

Dear stevieo92, thank you for your email. Could you please attach a screenshot of your deposit from November, the 28th? Was the cashback bonus already inactive at the time of your deposit?

Thank you for your patience and cooperation.

Hi Attila,

at the time of my deposit, my playable balance was zero (i had some pending withdrawals; but neither vould cancel, nor withdraw the money)

as you see on the screenshot, i didnt even use withdrawn dice. i transfered my sol to dice and deposited then.

i did the same the next day. Same deposit amount, nearly same withdrawal amount. this time, i received my money; bit the

1.2 mil. from

Nov 28 got cancelled

Dear stevieo92,

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, Peter (peter.c@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.

Hello there,

Thank you stevieo92 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mega Dice Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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.

Hi there,

The player’s delayed withdrawals were reviewed, explained, and addressed, which the player also acknowledges in the complaint.

Regarding the alleged voided deposit, our records show the referenced amount was used for gameplay prior to any voiding. From our side, all withdrawals and the deposit in question were handled correctly.

Kind regards,

Mega Dice Casino

Thank you for the update Mega Dice Casino representative. Would it be possible to provide me with the player's betting and deposit history for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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 have tried to contact Mega Dice Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their 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 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 that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Mega Dice Casino. We received the requested evidence, and once I review i,t I will update you about any new developments. Thank you for your patience during this time!

Thank you for providing me with the informarmation Mega Dice Casino representative.

Dear stevieo92, the casino has provided me with your betting and transaction history, which shows that no outstanding funds remain to be paid out. As you have played through the remaining disputed amount, we are forced to reject your complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter