Mega Dice Casino - Player’s self-exclusion request was ignored.

On 5th september, I contacted MegaDice support via live chat and clearly requested to self-exclude my account for 12 months due to gambling issues. I repeated this request several times, and I have screenshots proving I explicitly asked to be excluded. Despite this, my account was left active, and I was able to continue gambling and lost over £1000 after my initial self-exclusion request. (total of 6.375707 solana)

This is a serious breach of responsible gambling obligations. The casino failed to take immediate action on my self-exclusion request, which should have prevented any further gambling activity.

I raised a formal complaint with MegaDice on 29th via email to [email protected], but I have received no response (as well as no self-exclusion.

I am requesting a refund of all deposits made after my initial self-exclusion request, and confirmation that my account is now permanently closed.

Attached are:

Screenshots of my chat with MegaDice support showing the self-exclusion requests.

Evidence of deposits/losses made after the requests.

My original email complaint to the casino.

I am submitting this complaint through Casino.Guru as the casino has not responded directly.

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Dear autumnsam,

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

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

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion email with me? Please share the information to my email at [email protected].
• Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Hiya

Forwarded emails, one dated 5th and one dated 29th

Dear autumnsam,

thank you for your message and emails.

I have read through the messages you so kindly shared. However, there was no mention of a gambling problem and therefore the casino support may have overlooked the urgency that was required for such a case. I understand this may not be a satisfactory explanation, however given the number of messages and emails casino support receives on a daily basis. To ensure the most effective outcome, clear and direct communication is essential.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion due to a gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Mega Dice Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to casino email [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

Looking forward to your reply,

Katarina

Hi there

The email I sent to them on the 5th asked for an exclusion and it still hasn't been granted? I complained about it on the 29th and it's still not excluded?

Dear autumnsam,

thank you for your message.

I understand your frustration and anger, however according to the evidence you so kindly provided, few steps of your self exclusion were missing. You were advised by the live chat agent to request a self exclusion via email. Have you followed these instructions, please? Additionally, I have described in my previous response the possible reason of why your self exclusion was not granted. Have you followed my instructions and requested another self exclusion via email? You stated in your initial message that you are having gambling issues. Could you clarify if you are concerned about a potential gambling addiction?

Looking forward to your reply,

Katarina

29th of September I sent that email to complaints that I forwarded you (formal complaint one) asking for exclusion and I STILL haven't received a reply and was allowed to gamble loads

Dear autumnsam,

thank you for your message.

I went through the prove you so kindly supplied and after reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I have already explained this in my previous responses. I am sorry the be the bearer of a bad news. However if you are willing to request yet another self exclusion, I will be more than happy to help you with your quest. I have already shared the example of an email you may send to the casino. Please consider this option as it will protect you.

Kindly notify me of your next steps.

Looking forward to your reply,

Katarina

Dear autumnsam,

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,
Katarina
Casino.Guru