Mega Casino - The player's requesting a refund of his deposits.

so I originally won 1125.47 on Tuesday October 18th.. then when I go to withdraw it says I need to submit documentation. This seemed wierd to me because I submitted all of my KYC including an updated proof of ID after my previous ID had expired at this casino, but I submitted it again...after a day or so of waiting I got bored and played it lost it...sure my fault not a big deal. On October 20th I recieved a conformation email that my ID and verification was successful, cool. so now knowing that I was verified I decided to play with another $10 and was amazed when I hit 4 major jackpots on increasing values for sizzling sun's. I deposited initially for the 50 free spins bonus for it but didn't recieve it right away, thought it just wasn't coming didn't care to much. I'd won the amount I am now disputing 1383.46.

This time I went to withdraw and AGAIN it asked me for further verification. This was October 21st. I tried to talk to live support but the bot on the site says he's new here if you ask for an agent and gets you nowhere. I attempted to email support and instantly recieved an email saying I had to resubmit documentation because my proof of ID EXPIRED. it was not expired and I feel completely ripped off here. I was trying to withdraw both times. this time I searched reviews and found their trust pilot FILLED with complaints about non payment. so I said screw it and played with it ultimately lost it because what's the point if the website is a scam anyway. I doubt anyone can do anything about this but this site feels like a complete scam to me and I feel at the very least whatever money I've deposited should be returned to me because this is disgusting. the lack of chat support or even email support is wierd in itself. I thought this site was owned by the same owners of playojo because of the layout and tournaments...but if this is not true then who are these people and why are they allowed to rip people off like this? I've been verified 3 or 4 times now and deposited a couple hundred here overall which I know is not a lot but when I actually won even though I did everything right beforehand I still was not allowed tk withdraw my winnings and nobody real even existed to ask why.

Hello Ripjacker99,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mega Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise which documents was the casino keep requesting? How much time did you wait after sending the documents for the casino to process it? Did you change any details or payment provider after your first successful verification?

Please note that currently as you lost your balance I hardly doubt we will be able do help you get back any balance. Also the casino can request for additional verification multiple times if it's within a reasonable time frame.

Looking forward to your answer.

Regards,

Nick

I submitted the exact same proof of ID when requesting the first payout as i did the 2nd. i recieved the email informing me of my proof of ID being accepted, so i figured since i was now verified and could withdraw i would try again.

the first loss I accepted because I was impatient, but the 2nd one was only 2 days later, the day after i recieved the documentation was approved email. approved. then after winning again I went to withdraw I was asked for the exact same thing they had just approved. I submitted my native status card which is legal government issued ID and have had no problem with in any other casino. It is valid for 10 years after being issued. My drivers license expired and I had already previously uploaded this earlier this year to replace it with my status card.

I attempted to talk with live chat but the bot says it doesn't understand. I then tried emailing them to ask why it was still asking for the proof of ID within a minute I recieved an email telling me my ID had expired...all of this is including dates of the emails is in the photos I believe. if not i can take screenshots including the dates.

I also included of what the bot says when asking for an agent.

Anyway. I did not change payment provider, address or anything. after sending the document the first time I understood them requesting ID again for a larger withdrawal, but after the 2nd when I couldn't get a hold of chat I looked at reviews on trust pilot here https://ca.trustpilot.com/review/megacasino.com

all people saying they've had similar issues with verification. so out of frustration knowing I would never get a hold of a real person I just said screw it and played it cause I'm not getting it anyway.

I figured at the very least since I saw on here that they had a good reputation and may have been good at one point that having zero customer service and nothing but automated responses is not acceptable, and that you should hear about my experience and others lately there.

if I get my deposits back I will be happy with that I know that because I lost the balance there's no chance of the winnings. if I don't though and megacasino doesn't at least give some sort of human response I'm hoping casino guru will change their review of the casino.

that being said if you believe the casino acted fairly I will accept your response to my claim I just wanted to lay out what my experience was and see the results

Dear Ripjacker99,

It is quite common that the casino is requesting the same document multiple times. As it might take up to 14 days to fully complete the verification process, I can only recommend to wait at least a week more and see how it goes. If it would be still stuck, we will intervene so please let us know in case of any update.

alright I can accept that. like I said I'm not so much here to complain if the way they handled their business was correct then I retract my complaint.

the main reason I complained was just because the day before I recieved the email saying I was verified. then they asked for verification of the same document again.

Hello Ripjacker99,

What is your account status at the moment? It is verified already?

my account status was already verified before I attempted to withdraw the first time

just a quick update. I went back to megacasino to see if I was verified yet and it's STILL asking Me to verify with the same ID i submitted 4 times already which was approved

Thank you Ripjacker99 for all the provided information. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

thank you i appreciate it 😊

Hello Ripjacker99

I'm Michal and I have taken over your complaint. I have reviewed your case and as my colleague Nick mentioned as you lost your balance I hardly doubt we will be able to help you get back any balance. The verification and withdrawal process can take some time and although I understand the waiting can be frustrating, there is, unfortunately, no other option than just waiting for the casino to finish all the processes to be able to send the players the money.

With this being said, I will contact the casino to see if I can help.

We would like to invite Mega Casino to join the conversation.

Dear Mega Casino,

is there any way you could accommodate the player?

my main issue is that I recieved the email saying the document was verified and then was asked to resubmit the same document...not only that but still it's asking for the same document I've uploaded 4 times now. also my biggest issue is how impossible it is to talk to any sort of real person..there is almost zero ways to contact anyone. I've emailed them and recieved one email back from anyone but otherwise nothing

Our special cares team will be contacting the player personally to offer some compensation.

thank you very much megacasino, I appreciate the response and gesture

Thank you Mega Casino for the response

Dear Ripjacker99

As mentioned previously, as you have decided to continue playing with your balance and fairly lost it, there is almost nothing we can do about that.

From the information we've received from the casino's representative, they are willing to offer you some compensation for the inconvenience as a sign of goodwill. We would kindly recommend you to accept the offer and please let us know if we can consider your complaint as resolved.

I will definitely accept the gesture of good will once I recieve the offer I will post an update to close the complaint. I am content with that. also if megacasino could PLEASE verify my account finally

okay they gave me 50 spins lost it by now but I am content with this resolution I appreciate the help casino guru and megascasino!

Dear Ripjacker99,

I'm glad to hear that your issue has been resolved successfully. From the information a have from the casino your verification was successful so there should be no issues in the future. 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,

Michal

Casino.Guru