Mega Casino ES - Player's withdrawal is delayed due to the verification process.

Good afternoon, the issue I'm experiencing occurred upon registration. I uploaded the necessary documents, and while they were being reviewed, I made a deposit and played roulette where I won. Of course, now to withdraw, they're supposedly verifying my documents. However, it's been over 48 hours, and I haven't received any emails, and in my account, it still says "under review". I've already sent two messages to support, with no response. From what I've read, the review usually takes place within 24 hours, but it's already been 48 hours, and they're also not responding to my emails.

Dear Valentin611,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear Valentin611,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi There,

I checked this and see the documents you submitted were reviewed on the 12th of August, however, we are still missing documents in order to fully verify the account.

Please upload the following to your account to be reviewed by our payments team:

Your EU Green card or Residency Permit.

Thanks for understanding

Thanks to the casino representative for their reply.

Dear Valentin611,

kindly submit the necessary documents to the casino and let me know about the result.

I'll await your response.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.