Mega Casino - Player’s struggling to withdraw her winnings.

I've been disappointed with this casino for days I've been trying to withdraw, which has only one option, I did and they said the account was wrong, I did it with another bank, the chat service doesn't work after days respond by email, but they don't say the why, I only want what is rightfully mine, I liked the casino for its diverse slots, but it is lacking for the chat service that does not exist..

Dear danielaspi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that bank transfer is the only available withdrawal option?

Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

My winnings were not with bonuses, I don't play with bonuses, I sent all the documentation and it was approved, because in the casino there is nothing saying that a player from Brazil cannot play, and I also made the deposit normally and it arrived in the account for me to play, the What does KYC mean?

Thank you very much for your reply, danielaspi30. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear danielaspi30,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.