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

Just the casino after reading the reviews and rating on here and made 2 deposits playing for hours I hit big I sent in documents and emailed support 2 days ago haven't heard anything back at all nevermind 12 hours that it states I looked at other review pages and everyone else says stay away or its blacklisted hundreds of review of unpaid winnings now wait and see if the answer me I guess but actually getting the money isn't looking good at all I'm super bummed out expecting the worst now

Dear bradpriest22,

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.

Therefore, I would recommend that you wait for at least one more week. I will keep this complaint open and if your account is not verified by the end of this time frame, do not hesitate to let us know and we will intervene. Please, keep us updated about any further developments.

Thank you in advance for your reply.

Best regards,

Kristina

Ok so mega casino verified my I'd and proof of address with the same documents viggoslots is refusing to accept. My landlord is getting me a rent receipt to use because they said it would work

I got this email from the casino ambassador congratulating me on the big win asking me for a selfie and to answer some questions but something is still not right they offered me a bonus said it wouldnt affect my balance but I can't cancel it and it says I can't withdrawal because of this bonus I didn't even accept it I have all related screenshots

The bonus was removed I requested a withdrawal of $5000 now my withdrawal is cancelled and all my winnings are gone went from having $11000 to now only having $245

Still no response all my winnings are gone for no reason after I was told 3 times I was verified and could withdrawal my winnings at any time. I am soo stressed out I have screenshots of everything please tell me what to do next I'm going crazy trying to get anywhere?

Thank you very much for your reply, bradpriest22. Before we contact the casino, could you please forward all the relevant communication between you and the casino together with any screenshots that could help us to proceed with this case to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes I can they said I broke the bonus terms but there lying I asked on which game but can't get a straight answer I know they bonus funds were played out before I won the money and even when I won I was only betting 1$ I'll send everything now and if you look on the active bonus it says I can cancel it but the only option is keep bonus unless you contact support like really I win $10000 and they place a 1$ bonus on my account that's nothing but a scam

Also they said more then once I was fully verified now I have an email saying the documents didn't pass they are just lying to get out of paying me 10000$

Do I understand correctly that the casino accused you of breaching the maximum allowed bet? Could you please forward me your full game history (preferably in PDF or excel sheet form) from the moment you activated the bonus?

They wont let me access it ive tried and yes the bonus terms are rigged first they gave the 30 $ bonus and the max bet is either 5$ or 10% of the bonus which would be 3$ which I never exceeded then they throw free spins on your account with term not showing that the max bet then is 10 % of the free spin winnings or 0.10 meaning I would never be able to bet more then 0.10$ it's a 100% scam especially considering the ambassador says in the email the bonus's won't affect my balance and I can withdrawl at any time and then asked me for a selfie and asked how I'm gonna spend the money and then not even pay it to me I'm so mad I feel like I should just contact the licensing authorities

bradpriest22, do I understand correctly that you breached the max bet while wagering the free spin bonus and these winnings have been confiscated? Have you tried contacting the casino to request your game history? If you have not, please do so as soon as possible and forward it to me together with your bonus history.

It won't let me do anything on my account unless I accept their new bonus terms and conditions which I don't want to do. That seems like a coincidence to me like I need to talk to some kind of authority like their licensing authority because they scammed me and they're going to get away with it by the looks of it

I’m very sorry but you haven’t answered any of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Yes I tried contacting the casino for my bonus history they did not respond

All good I've escalated this elsewhere

Do I understand correctly that you are no longer interested in our help?

Well I told you I asked for my history they won't respond to me. Your haven't really helped me which is why most of the complaints don't get anywhere and you just say player didn't respond and credit the casinos. this is why your ratings are so inaccurate I told you the bonus terms are rigged but you don't even acknowledge that. it just really doesn't seem like your doing much to help

I am sorry, but I honestly don't understand how a casino setting a maximum allowed bet means that the bonus terms are rigged. This is a standard rule and many casinos apply it to their bonuses. It is the players' responsibility to read the bonus terms before they activate a bonus and start playing. If this rule has been breached repeatedly, we believe that the casino has the full right to confiscate their winnings.

Furthermore, if the complaint was closed as "Player stopped responding" it is because, well, the player stopped responding. I don't see any disadvantage to players or real benefit to casinos with this classification. It is solely in the player's hands if they want to continue working on the complaint or not. We never close complaints as "Player stopped responding" if the player is actively participating in the process.

Lastly, if you are honestly interested in how we review online casinos, please feel free to read the following article: https://casino.guru/our-casino-reviews. Our reviews and casino ratings are not based on one person's experience but on thorough research.

Since it seems that you are no longer interested in our help, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion, and I wish you all the best with the other mediator you contacted.

If you receive the game history and you still believe that the casino made a mistake, feel free to forward it to me for further evaluation with the possibility to reopen the complaint.