Mega Casino - Player is struggling to withdraw her winnings.

I deposited in this casino last Tuesday the 6th. I won 600 and was asked for documents which I submitted immediately. I was told it would be 12 to 48 hours for verification. Well its now 60 hours and no one one will answer emails and chat is a joke.

Dear Seanzzzzz,

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 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

They eventually verified my account. Would not be recommending this casino though. But you can close the complaint thanks

Dear Seanzzzzz,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru