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

It's been more than 20 days since I've been having problems with the Mega Casino, I deposited, I played, I won when I won and I went to withdraw, the whole problem started. Stefany from support said that for me to withdraw the 1800 that I had won, I would have to verify the documents, accounts, etc. I sent everything that she asked returned the withdrawal to the Casino

they came with the excuse that the account was wrong I asked her how the account was wrong and she herself sent an email saying that everything was ok verified and I had withdrawn on two other normal platforms with the same account who already answered the email was another person with the name of Jesse asking for bank history I sent and sent a plint of the account together and nothing summarizing 1800 I tried to withdraw 1300 they didn't pay now I tried 500 they didn't even give me an answer I have 500 reais and they don't pay in short I saw that they do that already in With the intention of players giving up, I consulted a lawyer and he told me that I shouldn't be playing, but that I should redeem what was played, that this was the strategy of these fraudulent casinos, in the advertisement, there are several complaints without answers, most of them with the same problem. If they don't solve it, I'm going to join those people led by Mega Casino to gather all the evidence and ask for the hunting of this Casino here in Brazil according to the lawyer's struction and possible

Dear alexresende983,

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?

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

 

The problem is not in the account or in the documents. I have the emails here that the support sent you. I informed you by email that everything is correct for me to make the deposit and because to withdraw you are saying that the account is wrong. tell you Jesse from support tells me that there is something wrong with my account what is wrong with you not paying what we earn how do you send an email saying that everything is ok verified now here they give you a picture and say that the verification takes a while days more than 20 days pushing each other

Search your system or Stefany from support for the email she sent that everything was already verified and that in a few days the money would fall into my account, the deadline expired on the 25th, you came with the excuse that the account was wrong because in the email you said that everything was already checked the emails you sent so there's no point in coming up with lame excuses

the email they sent me saying that everything was ok and the withdrawal in progress to after all this saying that the account was wrong and they will return the money to the account I clearly understood what they are doing returning to the account I would be angry to play and losing everything I was guided in time and I'm going to the end with this and thank you for your attention and help in resolving everything without having to expose on social networks the nasty things they do to players

Thank you very much, alexresende983, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi alexresende983,

I've just reviewed your case and fully understand your concerns about the verification process. I will contact the casino and we'll see what can be done to help you when it replies.

Dear Mega Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Is it something wrong with the documents the player has provided for the verification? Have you received all the necessary documents?

Looking forward to hearing from you.

Best wishes,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Natália, thank you for your attention, this Casino is nothing but a scam for players

Just like I showed the emails plints to start playing, I tried to find out beforehand if everything was ok. we have already taken copies of everything Doctor João and Doctor Marcos specialists in these types of situations are already guided we analyzed everything and said that it works the same way that they found a loophole in the legislation here in Brazil to have the license of an Online Casino there is also the rules dictated by law of obligations with players and that entails even hunting the license and what we are focused on hunting the license of this damn casino

And always posting on social media so other people don't fall for this scam

Dear alexresende983,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/products-services/alternative-dispute-resolution) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of Mega Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The casino representative sent the following message to us:

Hi there,

I have gone back to this case and investigated it and see that your account was indeed verified, however, when you requested the withdrawal, it was with incorrect bank details, therefore, the withdrawal in question failed and the funds were returned back to us with the reason given "Invalid bank account". 

We then notified you that the funds had been returned to your account so you could place another withdrawal request with the correct bank details, however, when you made the second request, the bank details were again incorrect, therefore, the withdrawal was canceled and you were notified again to place it with the correct bank details.

You replied to this by accusing us of lying and you then played the funds that were returned to your balance without requesting another withdrawal.

Had you placed another withdrawal using the correct bank details, we would have been happy to process this so you could enjoy your winnings.

Thanks for understanding.

Dear alexresende983, can you please confirm that after several failed withdrawal requests your money was returned to your account, and you gambled this money away by your own decision?

Dear alexresende983, can you please reply to our questions? If you don't reply in 7 days, the complaint will be rejected.

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.