Mega Casino - Player’s struggling to complete account verification.

I sent several identification documents and they keep refusing the documents. And the identity they only send email that is duplicated to send another one and it's always duplicated and I don't know what to do I have 4 thousand reais in the house.

Dear bitoca43,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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,

Petronela

They verified my account and managed to make the withdrawal but it has not yet been processed and it is very difficult to get a response from support, it has 4 days

Thank you, bitoca43, for the update. Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Knowing that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you. 

Yes, I managed to withdraw, thank you very much!!!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, bitoca43, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru