Mega Dice Casino - Player’s winnings are confiscated after account closure.

My MegaDice account was permanently closed after winnings had already been recorded in the account history.

I am not disputing the casino’s right to close the account.

However, MegaDice has retained the remaining balance and has failed to provide:

the exact Terms & Conditions clause allegedly breached,

the factual basis for the alleged violation,

or any legal/contractual explanation for withholding the funds.

I contacted both support and the complaints department multiple times and received either vague replies or no substantive response at all.

My complaint is therefore not about account access itself, but about the unresolved retention of the remaining balance.

I am requesting either:

a clear written justification for retaining the funds, or

release of the remaining balance.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your message and for reviewing my case.

Here are the requested details:

I was mainly playing casino games (roulette and slots).

Yes, I had completed the required verification steps prior to losing access to the account.

The winnings were accumulated without any active bonus at the time.

Regarding the location mentioned, I would like to clarify that I am a French resident and was only temporarily in Croatia at the time of playing.

Additionally, I no longer have access to the original email address linked to the account, which may explain some of the communication difficulties.

To reiterate, I am not disputing the account closure itself, but I am seeking clarification regarding the contractual basis for the retention of the remaining balance.

Thank you for your assistance.

Kind regards,

Hello Kristina,

Thank you again for reviewing my case.

I am following up as I have not received any further update yet.

I would appreciate it if you could confirm whether MegaDice has responded to you or whether the complaint is currently pending on their side.

For clarity, my position remains unchanged:

I am not disputing the closure of the account itself

I am disputing the retention of the remaining balance without any clear written contractual or factual justification

Please let me know if you need anything else from my side to move the case forward.

Kind regards,

Thank you very much for your reply, Victhir. Did the casino specify which rule you allegedly breached? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello Kristina,

Thank you for your follow-up.

No, MegaDice has never specified any exact rule or Terms & Conditions clause that I allegedly breached.

They only stated that the account was permanently closed "in accordance with their Terms and Conditions", without any further explanation or factual details.

I will now forward all relevant correspondence and supporting evidence to your email for review.

Kind regards,

Dear Victhir,

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, Mirka (miroslava.d@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,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Mega Dice Casino representative to join this conversation.

Dear Mega Dice Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello Mirka,

Thank you for taking over the case.

I confirm that I am fully available to cooperate and provide any additional information if needed.

For clarity, my position remains unchanged:

I am not disputing the account closure itself, but I am seeking a clear written explanation regarding the contractual basis for retaining the remaining balance.

Kind regards,

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 the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 to 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, you can try contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

We’ve reopened this complaint at the request of Mega Dice Casino, after we have received their clarification and supporting evidence.

Dear Victhir,

The evidence provided by the casino suggests, that you engaged in usage of your account, that is generally against fair gambling practices, and rules of online casinos. This suspicion has been confirmed during your verification process. Since the casino provided us with evidence that strongly suggests your prohibited usage of the player account, we are unable to provide you support in this case.

Due to the aforementioned reason, we will now proceed to reject this 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.

Best regards,

Mirka