Megarich Casino - Player's account is closed, funds confiscated.

Hello,

I would like to file a complaint against MegaRich Casino.

I deposited €300 and won approximately €1,000. When I requested a withdrawal, the casino asked me to complete the verification process, and I submitted all the requested documents.

Instead of processing my withdrawal, I received an email claiming that I had allegedly violated their Terms and Conditions by having multiple accounts. I do not remember ever creating more than one account, and the casino has never provided any evidence to support these accusations.

I repeatedly asked the casino to provide proof, such as the alleged duplicate account, IP addresses, device information, or any other evidence they relied on. They have completely ignored my emails and have never responded.

What is even more concerning is that the casino also confiscated my €300 deposit. They did not return my deposit or pay my winnings. In my opinion, this is unfair and unacceptable. If they believe I violated their rules, they should at least provide clear evidence and explain why they also kept my own money.

I kindly ask Casino Guru to investigate this case and request that MegaRich Casino provide concrete evidence for their allegations. If they cannot provide such evidence, I ask that my €300 deposit and my winnings of approximately €1,000 be returned.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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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?

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you received any confirmation regarding successful 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,

I am not aware of anyone else in the apartment building where I live having an account with this casino. I live in a building with three floors and six apartments. One of my neighbors also plays at online casinos. However, I do not know whether he has ever had an account with this particular casino.

The issue may be that I bought a mobile phone from him, and I used that phone to play at this casino. If there is any issue, it could be related to that. However, this is a completely different matter. A duplicate account means that the same person has created or used more than one account under the same identity. I do not believe, and I have no knowledge, that two accounts or two verifications were ever created using my name or my identity.

No, I did not receive confirmation that my account had been verified. After I requested a withdrawal, I was asked to provide verification documents. I uploaded every document they requested. The document upload page showed that my documents were under review. The following day, I received a message stating that my account had been closed because they claimed I had violated their Terms and Conditions.

The main issue is this: if they truly believed that I had a duplicate account, why was I automatically granted the welcome bonus in the first place?

Secondly, why was this issue raised only after I won? If I had simply lost the €300 that I deposited, everything would apparently have been considered normal, legal, and acceptable. The alleged violation only became an issue after I won.

Why was I not informed before making my deposit that there was supposedly a duplicate account or that I had allegedly breached their Terms and Conditions?

Furthermore, the casino has never responded to any of my emails since May. They have completely ignored my requests for clarification. In my opinion, this demonstrates bad faith on the casino's part and shows that they were simply trying to avoid paying my winnings.

Finally, I only play slot games. I do not play live casino games.

Thank you very much for your reply, Mihai1993. 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.

Good afternoon,

This is everything they have ever sent me. After that, they never replied again.

They simply closed my account. They did not return my deposit, they did not pay my winnings, and they gave me absolutely nothing.

At the very least, they could have replied and told me, "You did this" or "You did that." But they said absolutely nothing.

There is no excuse for not replying to me for four months.

Dear Mihai1993,

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, Michal (michal.k@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

Hello Mihai1993,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite Megarich Casino to join the conversation.

Dear Megarich Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused.

You can send the information and evidence to me at michal.k@casino.guru for a independent review.

Thank you in advance.

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 Michal,

We are currently reviewing the circumstances surrounding the account closure, including the relevant account activity, verification records, and the basis for the decision taken. We will also collect and assess the available supporting evidence.

Once the review has been completed, we will provide Casino Guru with our findings and any relevant evidence. Due to data protection and security considerations, some information may be shared privately with the Complaint Specialist rather than posted publicly.

We kindly ask for some additional time to complete this review.

Best regards,

MegaRich Casino Team

Hi

Look, the casino piece of (censored) finally managed to respond after three or four months. It seems that you do not have an analysis of my account showing why you closed it. Are you now waiting to gather evidence, or what is the problem?

What kind of casino are you that you close an account like this, with money in it, without having a decision, a result, or a summary of this account? You simply closed it, you stopped responding, you thought I wasn’t going to file a complaint so that you would have to give explanations for this.

I wrote to you four months ago, and until this very moment you still have not responded to me. If I had not filed this complaint on Guru, everything would have been fine and beautiful.

You stole €1,000 from me without giving any explanation, except for a simple email, and that was all.

And now you come with this explanation that you need to gather the evidence, or what does that mean?

Dear Mihai1993,

While I understand your frustration with the way the casino team has handled the matter, I must respectfully ask you to keep your communication courteous and respectful.

Please avoid using offensive, insulting, or otherwise disrespectful language when responding, even when you strongly disagree with the casino's actions or position. Such communication is generally counterproductive and is more likely to hinder than help the efforts to reach a mutually acceptable resolution.

Going forward, I would appreciate it if you could focus on presenting your concerns in a calm, factual, and constructive manner. This will allow us to address the substance of your complaint more effectively.

Thank you for your understanding and cooperation.

Dear Megarich Casino,

I understand that gathering and compiling the relevant information and evidence may sometimes require coordination between different departments. However, given that the action against the player's account appears to have been taken relatively swiftly, one would reasonably expect that the relevant evidence supporting the alleged rule violations was already available at the time.

I would therefore appreciate it if you could provide the requested information and evidence as soon as reasonably possible, allowing me to proceed with my independent review and assess the matter properly.

Thank you in advance for your cooperation.

I was a little angry because they are responding after four or five months and responding in this way, simply saying that they are looking for evidence and for the terms and conditions that I supposedly violated and everything else.

But is this really normal? They should have had all of this when they made the decision, shouldn’t they? They should have had a record of my account and the relevant evidence at the time.

What are they doing now? Looking for evidence? Do you really believe these claims? They could create whatever evidence they want and present it now.And it is quite clear from what they have said that they do not have any evidence and that they closed the account simply because they wanted to pay. Now they can fabricate whatever evidence they want.

Dear Michal,

Just a quick update to let you know that we have sent our detailed response and supporting evidence to your email address. As some of the materials contain internal security information and data related to another account, we have shared them with you privately for your review.

If you need any additional information or clarification, we will be happy to provide it.

Kind regards,

MegaRich Casino Team

Thank you for all the information and evidence provided, Megarich Casino Team.

Dear Mihai1993,

After gathering and carefully reviewing all the necessary information and evidence covering the period from March through May, during which the violations occurred, I have to reject this complaint as Unjustified due to a breach of the casino's Terms and Conditions and Bonus Terms and Conditions concerning the use of multiple accounts.

The evidence confirms that multiple accounts were linked to the same device and the same IP address and were actively used within the same or a very close timeframe. The linked accounts also claimed bonuses and displayed strikingly similar gameplay patterns, including playing the same games, as well as other links that cannot be disclosed publicly.

These factors cannot reasonably be regarded as mere coincidence, as you suggested in your email to the casino, where you explained that you had only recently acquired your smartphone at the time and that it was possible that the previous owner had also been a player at MechaRich Casino. While I have taken this explanation into consideration, it does not sufficiently account for the combination of links identified between the accounts. On the contrary, they correspond with common indicators associated with the use of multiple accounts, and I therefore consider the casino's decision to take action in accordance with its rules to be justified.

By registering your account and claiming the casino's promotions, you agreed to comply with its applicable Terms and Conditions. As with any player, it is your responsibility to familiarize yourself with and follow the applicable rules.

Moreover, the disputed amount was generated entirely from bonus funds, while the deposited funds had already been lost through normal gameplay. Therefore, there are no deposited funds remaining in the balance that could be refunded to you. In any event, where a breach of the casino's Terms and Conditions is established, the confiscation of the remaining balance is a common consequence, particularly where the breach involves the use of multiple accounts.

I strongly advise you to refrain from using multiple accounts in the future, as this is not the first instance in which you have been found to be in breach of this rule.

You are entitled to disagree with our conclusion and may continue pursuing the matter with the casino's licensing authority or another relevant body in your jurisdiction. However, based on the evidence available to us, we are unable to provide any further assistance with this case.

Should you pursue the matter further, please let me know of any decision issued by the relevant authority at michal.k@casino.guru.

Best regards,

Michal

Casino Guru