Mega Dice Casino - Player is requesting refund due to failed self-exclusion.

Dear vopri,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Hello,

Here is the screenshot of my email requesting a permanent self-exclusion on my original account. I don't have screenshots of the self-exclusion request from my other accounts, as they were done over live chat (and I no longer have access to those accounts, obviously).

another thing: while for the first email address I only asked to be closed permanently without specifing the reason, for the next one "serg********gerg@gmail.com" I asked them on chat to close it. And they always ask a reason there. I'm 100% sure that I told them the reason is "addicted". Unfortunately, I don't have access to the chat history on any of the accounts, as they were closed.

Hi vopri,

I'm sorry, but the forwarded screenshot does not clearly indicate to which email address your request to permanently close your casino account was sent. Additionally, the reason behind your decision is not provided. Without supporting evidence that you sent your request to the correct email address and clearly communicated your gambling problem to the casino, we cannot proceed with this case as we have no basis to confront the casino.

Please remember that when requesting self-exclusion, it's important to follow these steps to ensure a successful outcome:

1. Send your request to the correct email address provided in the casino's general terms and conditions.
2. If your email goes unanswered, use other communication channels to address your concerns or send multiple emails.
3. Clearly state the reasons why you wish to have your account self-excluded. Requesting bonuses should never be a means to close your account.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. It was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Please let me know if there is any additional information that I have overlooked. However, without the necessary evidence, I will have to reject your complaint as unjustified. I wish I could be of more help.

Thank you in advance for your reply and understanding.

Hello,

I’ve been waiting for the casino response, that’s why my delayed response here.

It’s been 48 hours since I asked them to provide the reason I gave them when I closed my serg********gerg@gmail.com account. no response yet.

True, when I asked the self-exclusion on the original account, I didn’t provide the reason. But I’m sure that I told them I’m an addict when they asked on live chat why I chose to self exclude. But I don’t have access to that account anymore so the only way is to get megadice to answer this.

Could you maybe ask them, as they stopped answering my emails?

Hi vopri,

I still haven't received any supporting evidence from you that your request for permanent self-exclusion has been acknowledged. Please understand that without solid proof of your communication with the casino regarding your gambling problem and their acknowledgment of your request, we cannot proceed with this case.

For future reference, please keep all relevant communication safe and ideally send your request to the email address listed in the Responsible Gambling section or in the general T&Cs, instead of using alternative channels like live chat or WhatsApp. Having supporting evidence is crucial, and we can only assist players seeking refunds if they have followed the required steps to self-exclude themselves.

If there is any additional information I have overlooked, please let me know. However, I may have to reject your complaint as unjustified. I wish I could be of more help.

Thank you in advance for your reply and understanding.

Hello,

waiting a bit more for them to reply. I’ll update you here

Hello vopri,

Have there been any developments since our last conversation, please? 

Dear vopri,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.