Mega Dice Casino - Player is struggling to complete his verification.

Hello just wanted to warn everybody to try to avoid this casino in any case , they literally asked me to verify account ,but there are no such possible way to verify via their platform and their customer support is so rude and unpollite they legit refuse to help you to simply verify account , they just say - go to cashier and there you complete verification , i go there and there is no way i can do any kind of verification KYC , very unprofesional casino and support. Strongly recommend not to use this casino to nobody.

Dear shamejs23,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please confirm that you filled out your casino profile with all your personal information?

Do I understand correctly that you see no option to submit verification documents in the withdrawals section? Could you please send me the screenshot of the withdrawals section in your wallet?

Have you accumulated 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 in advance for your reply.

Best regards

Veronika

Hello Veronika , yes i have submitted all personal details and i found where to verify my account and when it came to proof of address verification They said - You can send PDF File bank statement to prove your address and i did so ,now they say that its not valid anymore ,only - Electricity bill , utillity , or gas bill but me as person who is renting flat i am not paying nothing from that so its impossible to provide such bills that show i live there.

And i did not play with any bonuses and had full wagered my deposit

I have checked the AML/KYC policy of Mega Dice Casino and this is what I found regarding the verification of your address:

Proof of Address: 

Proof of address will be done via to different electronic checks, which use two different databases. If an electronic test fails, the user/customer has the option to make a manually proof.

A recent utility bill sent to your registered address, issued within the last 3 months or an official document made by the government that proofs your state of residence.

To make the approval process as speedy as possible, please make sure the document is sent with a clear resolution where all four corners of the document is visible, and all text is readable.

For example: An electricity bill, water bill, bank statement or any governmental post addressed to you.

An employee may do additional checks if necessary, based on the situation.

Do you have any of these documents you could send to the casino? Would it be possible to send a phone bill or internet bill instead?

I have internet bill and bank statement ,but they stated that they dont count as proof ,which is crazy

Thank you very much, shamejs23, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear shamejs23,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Mega Dice Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Mega Dice Casino,

Could you kindly provide detailed information regarding this case, including the reasons for the delay in the player’s verification process and the rejection of the documents the player submitted? A thorough explanation would help clarify the situation and assist in resolving the matter efficiently.

Thank you in advance for your response!

Best Regards,

Kubo

Hi there,

Thank you for bringing this to our attention. After reviewing the case, we see that a Bank Statement was submitted as Proof of Address. However, per our Terms and Conditions, we may request additional documents for verification. In this instance, a Utility Bill has been requested but has not yet been received, leaving the verification process incomplete.

We are hoping to receive all the necessary documents to proceed with the verification.

Best regards, 

Mega Dice Team

Dear Mega Dice Casino,

Thank you for your response and for clarifying this issue. The player has reported that their internet bill was not accepted as proof of address, as it was deemed not valid. Could you please provide further details on why this document was not accepted? Additionally, what alternative forms of proof of address are available for players who do not have access to utility bills, such as those living in rented accommodations?

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 shamejs23,

Unfortunately, the casino did not respond within the specified timeframe, and without their cooperation, there is little we can do to resolve the issue.

I will mark the complaint as "unresolved" in our system.

Given that the casino is licensed under the Curaçao Gaming Control Board, which currently does not have a formal procedure for handling complaints, there is no regulatory authority to escalate this matter to. I understand this is not the outcome you were hoping for. However, the unresolved status of this complaint will negatively impact the casino’s rating, which may prompt them to reconsider their approach. Should the casino decide to provide a response in the future, we will reopen the complaint and notify you by email.

Thank you for your understanding

Best Regards,

Kubo

Dear Shamejs25,

We have reopened the complaint at the request of Mega Dice Casino. The casino has confirmed that it is willing to proceed with the verification of your account upon receipt of the required documentation.

Please provide either:

• a rental contract displaying your name and the address registered on your casino account, or
• an internet or mobile phone bill showing the same details.

Once you have submitted the requested documents to the casino, please let us know.

Thank you for your cooperation.

Dear Shamejs25,

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,
Kubo
Casino.Guru