Mega Dice Casino - Player's winnings are confiscated and cashback denied.

On June 18 I made a deposit of about 108,477 Dice token (Megadice's casino's propietary crypto token) which is approximately $130 USD). While playing with this deposit, i earned 5 sets of free spins as part of the site's reward system totalling 170 spins. The same day I played these free spins and received some decent wins, ..on one set i won approximately $70 USD worth of dice. I then started playing with the bonus funds to fullfill the wagering requirement. When I started wagering, I was not aware that there is a max bet of $5 USD when wagering bonus funds as this had never had this flagged before when playing bonuses on megadice and in my experience playing at other casinos who have a max for wagering, the casino has their games programmed to reject any bet that is made higher than the maximum. On the first game i managed to win about $700 US dollar worth of Dice, having done so with some bets exceeding the maximum bet. When I exited the first game to switch over to another, a notification popped up on the casino website telling me I had made bets that exceeded the maximum, and in order to keep my winnings, make sure I lower my bet to the $5 limit. I complied, and for every bet after that I did not exceed the $5 maximum. With subsequent play, I fulfilled my wagering requirements for the first few sets of free spins, and in doing that I had accumulated a balance of 2.5 million dice in my withdrawable funds which is approximately $3,000 US Dollars. There was still a small amount of money in my bonus funds balance from the subequent sets of free spins i had played and because i know some casinos dont allow you to withdraw if you have a bonus balance, i checked with live support to make sure withdrawing the 2.5 mill in my withdrawable was kosher. I was told yes. However by the time i went to go withdraw , my balance was I looked at my transactions and saw a "manual withdrawal" had been made for the full amount ("manual" deposits and withdraws are when the casino deposits or withdraws from your account). I went back to chat to see what was going on and i was told all my winnings were being confiscated because i had exceeded the max bet when wagering. I was very upset as the notification i received said i wouldnt be penalized for the initial error if i lowered my wager - which i did. The majority of the funds confiscated had been won on wagered $5 or less.

The second issue, and the one i feel very strongly justified in requesting it be resolved, is regarding cashback. When playing in dice, players receive 15% weekly cashback for all net losses, which is distributed on Tuesday each week. The cashback which was distributedm this-past tuesday the 24th of June was for play between June 16th to June 22nd. With my bonus winnings confiscated I had a net loss. I had deposited approximately $165 USD worth of dice and according to casino live support I wagered $9,990 USD worth of dice. However I did not receive any cashback. I connected with the Dice team on telegram (there is a separate team you have to speak to regarding dice and the 15% cashbackt and theyre only on telegram) and they tell me i had a surprlus. I told them the only way that could be is if they're considering the manual withdrawal as a personal withdrawal, but since the manual withdrawal represents a loss for me, i definitely experienced a loss. At first, the telegram team SUSPENDED me from the telegram group simply for being adamant that they made an error. I then managed to reach them via email and i was told again i had experienced a surplus, and that "Your account was in overall profit during the week, which means no cashback is due based on the terms of the weekly cashback structure.

The cashback team does not have control over funds that may have been added or removed from your account.

As per support, your funds were removed because your bets exceeded the $5 limit. For further clarification about your bets, please contact our support team directly, as they can provide details on your specific game activity."

It is so unfair to have money i am owed denied because of the same casino confiscating winnings and then not acknowleding they had been confiscated when it benefits them.

Because of the notificaton I received that i could keep my bonus winnings if i lowered my wager, i believe my bonus winnings shouldnt have been confiscated but I understand the casino's terms and conditions allow the casino to remove the funds if any terms is breached. But there is no excuse whatsoever for them to ignore the fact that all my winnings were confiscated for the purpose of calculating cashback. There is no denying I had a net loss. If they wont give me the cashback based on all wagers (money deposited and bonus), they should definitely give to me for play using deposited funds.

Dear charlixcx,

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.

• Were the 5 sets of free spins presented as different no-deposit bonuses or a single no-deposit bonus?
• Have you played with the bonus, all of the sets of free spins first, and wagering of winnings later, or were you wagering winnings of single sets of free spins?
• Have you asked the casino to provide you with your game history?

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

Hello -

The five sets of free spins were presented as five different bonuses. I played them one after another which meant the winnings from all five were were in my bonus balance when i began wagering. I am not aware which funds were being used when i made the bets that exceeded $5 but when they confiscated my winnings, they confiscated all funds - both the money in my withdrawable and the small amount that was still in my bonus balance.

When the funds were confiscated, support gave me the transaction number for 3 bets that exceeded the $5. Looking at my bet history which is avaiable through the website, these three bets were on Gates of Olympus which was the first game i played before exiting and receiving the notification to lower my bet amount. The transactions show all subsequent wins (which got me to the 2.5 million dice) where a result of $5 bets on other games. The bet history doesnt indicate which bonus funds were being used for each bet.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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.

Thank you.

For your information, since my latest reply to you, ive had some furhter correspondence with the casino because their initial banning of me from their telegram dice support group was supposed to expire july 2 and when i visited the group on that date i saw they banned me again until july 9. I emailed them to ask why they banned me even though i didnt post or do anything and they said that threatening them via email will result in a ban. at that point i had not emailed them since the email a week before where they told me they would not be isssuing my cashback (i shared this email with casino guru when submitting my complaint) .if you refer to the email correspondence, you can see i did not make any threats.

i responded to this email clarifying i have not made any threats. I also asked them if they would consider giving me cashback for the week in question but for only deposited funds (which would be a much smaller amount than if they gave me cashback for the bonus play). i was told their decision was final and they wont be providing me any cashback. since they are obviously choosing to pretend i profited from the bonus play in order to justify denying me cashback for all play, i do not intend to email them any further and will keep any correspondence with them through this complaint process. If you would like to forward you this latest correspondence please tell me where i should send this to.

Hello charlixcx,

I’m sorry to hear about your troubles.

Regarding the max bet — in cases that do not affect gameplay, we usually advise casinos to pay out the winnings. However, it’s ultimately up to the casino. If the casino is rated good or higher, there’s a very good chance they would pay the winnings anyway.

I checked the promotion, but I wasn’t able to find any rules regarding the cashback. I assume we’re talking about a classic net-loss cashback. Do you remember what your balance was at the end of the bonus period?

I’d like to invite the casino representative into the case:

Dear casino representative,

Could you please check this case and explain to us how the cashback has been calculated?

Hi Matej,

There is information about cashback in the Dice Whitepaper. See here;

https://whitepaper.megadice.com/usddice-casino-cashback

According to email correspondence with the casino, for the cashback week in question I deposited 163 euros in Dice and wagered 8,486 euros in Dice. I am assuming the wagering includes play with bonus funds but Megadice has not confirmed this. When i completed my wagering requirement for my free spins, I had a balance of 2,518,244 dice in my withdrawable balance which per the current exchange rate is approximately 2,600 euro. I was going to withdraw this full amount and had I been able to, they would be correct as to not issue me cash back. However, the casino confiscated this all, leaving my account at zero. Yet for the purpose of calculating cashback they are treating it as winnings. Thats the only way they could conclude I had a surplus, not a loss, the week in question.

For your information, Megadice responded to a review I left of them on Trustpilot which I left hoping that it would get their attention. They responded very quickly to my review with a sympathetic tone which had me feeling optimistic momentarily that they might be willing to review their decision. They asked me to send a message to their complaints e-mail with details of the events, so I did that and forwarded them this complaint link, stating it details my concern and asked they respond as part of this process. My optimism was doon deflated as they responded to my email privately, returning to their stance that they would not be changing their decision and doing what they've done before which is giving untrue justification hoping i'd take it blindly: they told me to return the funds would be a violation of their terms. I replied to them pointing out this this is untrue - that their terms reserve the right to confiscate winnings should one of the bonus terms be breached (it does not require them to do so) and if they did require them to do so, then their notification which told me the winnings were ok should i correct my bet would be contradictory to their own terms. I also pointed out that there are not terms and conditons regarding cashback and that their denial but of the procedures and rules they publicise regarding cashback, their actions do not comply.

They have not responded to me, and I suspect they will not be respnoding here. Has Casino Guru reached out to them directly? Im starting to feel this is a lost cause. I hope I am wrong.

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 winnings were confiscated due to a violation of our Terms and Conditions. Our support team informed the player of the issue, and the relevant details can be verified.

As a gesture of goodwill, the bonus was even re-credited so the player could play again.

We have submitted supporting evidence privately to Matej at Casino Guru for review.

Best regards,

Mega Dice Casino Team

In response to Megadice's response:

1/ To clarify, when they state the bonus was re-credited to my account, they mean they gave me 50 Free Spins to replay, which did not yield the same results as the initial free spins that yielded a much higher prize and which I met the wagering requirements. Being credit 50 Free Spins is not satisfactory compensations for confiscating thousands of dollars I won wagering the original bonus winning with bets under the maximum requirement.

2/ I have not disputed the my bets over the maximum did not violate the terms. I have asserted that because I was given notification by megadice that I could keep my winnings if I lowered my wager, it was not in good faith that they then decided to confiscate my winnings regardless. I doubt that Megadice have forwarded Matej evidence of this notification I received that warned me to lower my bets after I exited Gates of Olympus - and I know i did not provide evidence of this but you can see from my play history that every single bet after Gates of Olympus (which accounts for about two thirds of my winnings) was based on bets under the maximum...which shows I understood the rules a t that point and kept to them.

3/ I also want to highlight that their terms certainly states there is a maximum bet, and the terms reserve them the rights to confiscate winnings if a player breaks the terms, but it does not require them to do so. Meaning, if they didnt confiscate my winnings, they would not violating their own terms.. which is the angle they've been trying to spin this. My bets during Gate of Olympus were against the terms, but them allowing me to keep them regardless is not against the terms. This combined with the notification I received is poor behaviour on their part.

4/Despite the above, because Megadice has the right to confiscate my funds and there's not good evidence of the notification i receive, i can accept losing the 2,500 euro worth of winnings (though of course i am bitter about it). This does not, however, give them any right to confiscate the cashback, and if they providee any evidence to Matej that somehow justifies this I would like to view it because there is nothing publicly avialable or that was communiucated to me that justifies their witholding of my cashback.

Edit: I also request that the information shared with Matej be shared with me as well. Records of gameplay should be made available to both parties and certainly any terms document should be too.

Hello,

After some reflection on the topic, I would like to formally request that my complaint be revised to focus solely on the denial of cashback and not a complaint about their confiscation of my bonus winnings. While i remain of the opinion that Megadice's conduct was inconsistent and disrespectful in terms of how this was handled, I understand I breached the terms and that they have the right to confiscate my winnings. And I worry that by keeping this decision as part of my complaint, that the casino's denial of my cashback, for which I dont believe there is any justification will be overlooked.

So I kindly request that all remaining efforts be focused on resolving the fact that Megadice did not give me cashback for the week in question with their justificaiton being I did not have a loss. However, with the bonus winnings confiscated, I did have a loss. If there is an argument that I shouldnt be granted cashback on wagering that was made with bonus funds that were won with bets over the bonus maximum, then i respect this. But this should not be reason to deny me cashback for losses based on deposited funds and wagering associated with those deposited funds and wagering with winnings from those deposited funds. However the cashback is calculated , the amount will be a very small marginal loss in the casinos profits, and witholding it feels like being hit when im already down. (and no, the 50 x 20 cent free spins that were given to me after thousands of dollars were confiscated from me is not a satisfactory gesture to excuse them from withholding my cashback)

Hello charlixcx,

The casino representative has provided evidence detailing several $20 bets, including at least one winning bet. Given this information, restarting the bonus seems like a good solution.

Regarding your bet history—everything should be available there for you to review at any time. You can log in and check it directly.

Dear casino representative,

Could you please confirm how the cashback was calculated and verify whether it was computed correctly in this case?

Hi Matej,

Previously my game play activity wasnt accessible to me on the website (i received error message when searching the date) but I just checked and you're right it is available to me. I wasnt aware there were as many bets over the maximum. On the day of play when the casino support explained why my winnings had been confiscated, they gave me the transaction IDs of only 3 bets. Although I could provide evidence of this, I suppose it doesnt really matter whether it was 3 or more.

I've already stated i would like the focus of my complaint to be about the casino's denial of cashback so I dont want to dwell on the confiscation of funds, but because the casino is making it seem like they acted in good faith by re-granting me the 50 free spins and because you have reviewed the logs, I want to remind you about the notification I received that warned me i had made bets over the max and was told to lower my bet in order to keep my winnings. While i did not screengrab this notification and i suspect Megadice wont admit I received it (or will it state it doesnt change their ability to confiscate them anyways per the terms anyways), i do want to point out that all gameplay after Gates of Olympus (so the betting on Hottest 666 and Fire Joker 1000) was all bets at $5 or under. This supports my claim that I had received a notification and adjusted accordingly, and while it doesnt change the fact I breached the terms it does represent poor conduct on Megadice's behalf for misleading me - and making me think my winnings going forward was safe. You can imagine how it felt to have these winnings denied after explicitly being told this and then how it was like rubbing salt in the wounds when i was denied cashback on my losses. Fifty 20 cent free spins was not a valid gesture for denying me the winnings. A more appropriate gesture would be to grant me my winnings on my bets made on Hottest 666 and Fire Joker 1000.... though i know this isnt going to happen.

On the topic of cashback, i look forward to hearing Megadice's response but for the record, based on my wallet records and the activity visible to me on Megadice's site for the week in question, I deposited 117,628 Dice (on the day of deposits this was about 165 euro) and accordingly to correspondence with Megadice staff I wagered about $8,486 euro. I withdrew nothing. The reason given by staff is that I did not have a loss that week despite the records showing otherwise.

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 safety index.

Dear casino representative,

The last message from you I received on 22/7 regarded the investigation of the cashback issue. Could you please confirm that you are working on this issue?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days.

Hello charlixcx,

I am sorry, but it looks like the casino representative is not reading any new posts in this complaint.

I would like to suggest to close this complaint as unresolved, and we could hope that it will attract the casino's attention to properly react to the part of your complaint regarding cashback.

May I proceed?

Yes you can close it. I can't say I'm not surprised - the casino has shown zero sense of responsibility for their actions. If they're not willing to give me $100 (or less) of cashback that I'm owed fair and square (with zero doubt), I'll deposit the thousands of dollars I play with monthly to a casino that has at least some base respect for their customers and I hope this unresolved case will influence other players to do the same

Hi charlixcx,

Thanks for confirming. I've updated the complaint value to $100 and closed it.