Mega.Bet Casino - Pelaajan tili suljetaan ja voitot takavarikoidaan.

I am submitting this complaint regarding Mega.bet after my legitimate winnings of approximately €13,000 were withheld and my account was closed without proper explanation or evidence.

I registered, deposited, completed verification requirements, and played normally on the platform. After winning around €13,000, my withdrawal process was delayed for weeks while support repeatedly stated that the matter was "under review."

After continuous follow-up, I was suddenly informed that my account had been closed due to unspecified "violations" and alleged fraud. However, Mega.bet has refused to provide:

- any evidence,

- any specific rule or Terms & Conditions clause allegedly violated,

- any explanation of what exactly I supposedly did wrong.

I have:

- used only one account,

- not used a VPN,

- not engaged in bonus abuse,

- not manipulated bets,

- not violated the platform rules to my knowledge.

Despite requesting clarification multiple times, support only gives vague responses and closes the chat without addressing the issue properly.

I believe this confiscation of funds is unfair and unjustified. I am requesting:

1. Full disclosure of the alleged violation;

2. Evidence supporting the accusation;

3. Release of my legitimate winnings and account balance.

I can provide screenshots of chats and communications if needed.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Stay safe.

Dear Stephan001,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Did you pass the verification before you lost access to the account?
• Could you please advise how long you were a player at the casino and when exactly your account was closed?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Dear Jean,

Thank you for your reply and for looking into my case.

I mainly played roulette, but also some slot games. I did not use any bonuses, the balance was won entirely with my own deposited money.

Yes, I completed the KYC verification before my account was blocked. I was also informed multiple times that everything was in order.

My account was closed around April 20. On April 12, I was told that the withdrawal was on its way. After that, I had a lot of contact with the casino because the withdrawal kept getting cancelled and they repeatedly asked for additional information.

I really appreciate that you are willing to help me, because this situation does not feel fair. If there is anything else I can provide or if you need more information from me, please let me know.

Best regards,

Stephan

Dear Stephan001

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, Jana, (jana.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,

Jean

Alright, thanks Jean!

Dear Stephan001,

I sincerely apologize for the inconvenience you are experiencing with your account being blocked. Please be assured that I will reach out to the casino promptly in order to address and resolve this matter as quickly as possible.

I would also like to invite a representative from Mega.Bet Casino to join this conversation so that we can collaboratively work towards a resolution for your complaint.

Dear Mega.Bet Casino,

Could you kindly clarify the reasons behind the blocking of the player’s account? Additionally, we would greatly appreciate it if you could provide any relevant evidence regarding this issue. You may share your statement and any supporting documentation in this conversation or alternatively send it to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

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, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana