Mega Dice Casino - Pelaajan kotiuttaminen viivästyy KYC-ongelmien vuoksi.

Hello. It is my first time being scammed, so i'm not sure where to begin. So i started playing in MegaDice on the 10th of january 2025. I made a deposit of 4.6 mbtc, and only placed bets on Dota 2. I won quite alot, and managed to reach 22mbtc, which are stuck on my balance. Here is the problem. They requested KYC, ID verification and proof of adress. ID verification passed without any problems, 5 minutes later. Proof of adress didn't. They have requested the following documents-

"Utility bill (electricity, water, gas, etc.)

Bank or credit card statement

Tax invoice

Government-issued residential statement or certificate"

I have provided and government-issued statement and a bank statement. Both declined, for no reason. I have exchanged emails with support, saying and i quote "Please provide either a bank statement or a utility bill. for which you can try with an internet or phone bill instead if it would make this easier." It was declined. So i reached out to live support, and he told me "The dedicated team that reviews these documents has advised us to request an Utility Bill as Proof of Address yes." So, TLDR is, i have submited 2 undeniably valid proof of adress documents, which were refused. I come to the conclusion that they don't want to prove my adress, just to keep my funds. Thank you for reading.

If there's any questions or screenshots, please request.

Hello Tiago1H,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mega Dice Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• How many different documents did you forward them to verify your address?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello.

The process of verification started when i requested my first withdrawal, which was on 19th of january 2025.

I have submited, 2 documents. A government issued document, which is the greatest proof of adress in Portugal, as it used to open bank accounts and such, and also i provided a bank statement. As you can see in one of the screenshots i provided, they asked for both these documents.

Last time i spoke to them was yesterday "28/2/2025". It was on live chat trying to have an explanation as of why 2 unquestionably valid documents that prove my adress without a question of a doubt, are being declined without a reason. I think i also provided some live chat screenshots. That was the last time i spoke to them, as they are ignoring me by email.

I hope, i answered all your questions. If you have more questions, don't hesitate.

I would also like to add that i am aware that verification may take 14 days. All verification attempts were almost instantly rejected. Live support also made it very clear they will not accept any document. Their requirements just keep narrowing down.

Small update. I have provided this month's bank statement, that i received yesterday, which was, to no big surprise, rejected. Their guidelines:

Sent yesterday:

Do they want to prove my adress or know how much i pay for water or electricity? I think it's pretty clear its neither. They just don't want to pay.

Thank you Tiago1H for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Mirka and thank you Nick.

Dear Tiago1H,

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,

Mirka

UPDATE: After our last communication on 28/2/2025, today on 11/3/2025, i received an email saying my proof of adress was verified, all of a sudden. I was able to withdraw all my funds successfully. Despite all the stress and anxiety this has caused over for a month, i can say this case is closed. Thank you Casino Guro, Nick and Mirka for your time.

Hi there,

Thank you for your patience. We would like to confirm that the issue regarding the delayed withdrawal has now been fully resolved.

Best regards,

Mega Dice Complaint Team

Dear Tiago1H,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru