Mega Dice Casino - Player's account accused of fraud and blocked.

I deposited money into the casino, lost my real balance, played through the bonus wager, and honestly fulfilled all the conditions. They simply blocked my account and accused me of being a fraud.

Dear Valeriya999,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

I played roulette with a real balance, then I lost and went to play slots, played different slots. In the end, I was lucky and won. I registered an account not long ago, since this is a new casino, I passed verification. Everything they said to download ,uploaded

They just don’t want to pay the money. Although I honestly won!

Would you mind sharing any pertinent correspondence between yourself and the casino so that we can ascertain the precise nature of the allegations? Thank you.

Chat started: 2023-09-15 11:07 AM UTC

(11:07:32 AM) darevosu: hello

(11:07:35 AM) *** Anna joined the chat ***

(11:07:40 AM) Anna: Hello again!

(11:07:58 AM) darevosu: Why can't I log into my account?

(11:08:05 AM) Anna: Kindly note that your account has been closed and funds confiscated due to fraudulent game patterns. The decision is final.

(11:08:13 AM) Anna: We have informed you via email regarding the matter.

(11:08:49 AM) darevosu: what did I do?

(11:09:55 AM) darevosu: could you clarify the situation?

(11:10:02 AM) Anna: We have identified that you abused our Terms&Conditions.

(11:10:34 AM) darevosu: what conditions did I violate?

(11:10:41 AM) Anna: One moment, please.

(11:13:37 AM) Anna: Kindly note that our Conditions have been violated by your gameplay, since fraudulent patterns have been identified.

(11:14:00 AM) Anna: You can feel free to check the full terms at https://www.megadice.com/terms-and-conditions

(11:14:08 AM) Anna: More specifically, point 17. Fraud.

(11:14:54 AM) darevosu: So I ask what exactly did I violate? Are you a scam casino? I just won, and you don’t want to withdraw money

(11:15:32 AM) Anna: You can check the indicated point from our Terms&Conditions for more details.

(11:15:36 AM) Anna: Is there anything else that I may be helpful with?

(11:16:43 AM) darevosu: wait I'll look

(11:18:26 AM) Anna: Are we still connected?

(11:18:49 AM) darevosu: yes

(11:19:18 AM) darevosu: Okay, then I'll open complaints.

(11:20:00 AM) Anna: The choice belongs to you. Kindly note that you have agreed with our terms of service when registering.

(11:20:05 AM) Anna: Can I assist you with anything else at the moment?

(11:21:36 AM) darevosu: You don’t even explain what exactly I violated. If I say that you killed a person and don’t provide evidence, will that be fair?

(11:22:55 AM) Anna: As per the above explanations, fraudulent gameplay patterns have been found.

(11:26:57 AM) Anna: Given that I haven’t heard from you recently, I am afraid I must proceed to close the chat. Feel free to contact us again if you require further assistance.

(11:27:02 AM) *** Anna left the chat ***

Thank you very much, Valeriya999, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Valeriya999,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Mega Dice Casino representative to join this conversation and participate in resolving this complaint.

Dear Mega Dice Casino,

Could you please state why the player's account got blocked? Could you please clarify which rule the player violated?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hey Valeriya999 & CG team,

Thanks for bringing this to our attention,

Multiple accounts were registered with the same betting strategies at the same time on VIP Roulette - The Club.

In this case, 4 accounts (including the account in question) made 4 separate bets on the same spin of the live roulette. The 1st account bets on 1-12, the 2nd on 13-24 and the 3rd account on 25 - 36 - also, another one of the accounts bet on 0 to cover the possibility of any losses. The winning account gets $300 back and the three losing accounts start wagering with the bonus.

Thereafter, the winning account pairs with new accounts that registered on Mega Dice and continues the same process. Considering all of the factual information above - including reference to our terms and conditions: 17; 17.2 & 17.2.1, we have removed all funds and closed the account. We also have all corresponding data and time stamps to show why exactly we came to this conclusion.

We trust that this information would be in order,

Best,

Mega Dice Complaints

This is slander! I didn’t bet anything, I didn’t conspire with anyone, I was just playing roulette. The fact that I was conspiring with someone is not true. I think that you simply don’t want to pay me the winnings.

Dear Mega Dice Casino,

Could you provide us with the proof of the abovementioned actions? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance for providing the information.

Kind regards,

Stefan

Hi Stefan,

I have sent off the email,

Best,

Mega Dice Complaints

Dear Mega Dice Casino,

I am afraid that the provided proof won't be sufficient. You sent me just three bets on the same table. I do not see any connection between the players. Could you provide us with more detailed evidence?

Thank you very much in advance for providing the information.

Kind regards,

Stefan

Hi Stefan,

Due to privacy reasons, we are not able to share large sums of data - we are however looking at alternatives in terms of how we present this data to you. It is clear that when looking at the data I sent you - specifically looking at the time stamps and the numbers wagered on, those users were trying to manipulate the outcome - this is an highly unlikely thing to happen, and that data alone shows what exactly occurred.

With that said, we will need time to process the required data and will remain in touch.

Best,

Mega Dice Complaints

Dear Mega Dice Casino,

Thank you for the provided information.

Please let me know once you provide us with additional evidence.

I am looking forward to your response.

Kind regards,

Stefan

Hi Stefan,

Due to the enormity and confidentiality of the data we're preparing, we are still in the process of compiling it and sending it off to you - we do apologize for the wait,

To manage expectations, we will provide the data by no later next week Tuesday (24 October, 17h00 UTC).

Best,

Mega Dice Complaints

Dear Mega Dice Casino,

Thank you for your response.

Please let us know once you send the documents.

Kind regards,

Stefan

Dear Mega Dice Casino,

I have received the documents and I can see that the players have bet in the same round. Could you clarify if the player in question bet 100$ on roullete while wagering the bonus?

I am looking forward to your response.

Kind regards,

Stefan

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.

Hi Stefan,

We do apologize in the wait getting back to you,

If you question is relating to whether or not the player used bonus funds to wager this particular bet - the answer is yes.

The player used ''bonus money'' at that point in the player lifecycle - as when players take up welcome offers, real money is initially used, and when completed, the user will start wagering with bonus funds.

Please let me know you need anything else,

Best,

Mega Dice Complaints

Dear Mega Dice Casino,

Do I understand the situation correctly that the player has violated the max bet rule while playing with an active bonus?

I am looking forward to your response.

Kind regards,

Stefan

Hello, in the roulette bet, I used only my real money. I lost it. And then my bonus money have left. I wagered bonus, and then made withdrawal request

Hey Valeriya999 & CG team,

Thanks for bringing this to our attention,

Multiple accounts were registered with the same betting strategies at the same time on VIP Roulette - The Club.

In this case, 4 accounts (including the account in question) made 4 separate bets on the same spin of the live roulette. The 1st account bets on 1-12, the 2nd on 13-24 and the 3rd account on 25 - 36 - also, another one of the accounts bet on 0 to cover the possibility of any losses. The winning account gets $300 back and the three losing accounts start wagering with the bonus (as per data sent to you).

Thereafter, the winning account pairs with new accounts that registered on Mega Dice and continues the same process. Considering all of the factual information above - including reference to our terms and conditions: 17; 17.2 & 17.2.1, we have removed all funds and closed the account. We also have all corresponding data and time stamps to show why exactly we came to this conclusion.

We can also conclude that the player has used bonus funds, exceeding the minimum wager amount - therefore, adding onto the violations of our promotions and abusive gameplay.

We trust that this information would be in order,

Best,

Mega Dice Complaints

Dear Valeriya999,

I have reviewed the evidence provided by the casino, and it is clear that four players have covered the whole roulette with the intention to collude and abuse the bonus. If we look at just your case it might seem like normal behaviour, but when looking at the situation as a whole, the collusion is obvious. I have also detected that the max bet rule was violated while playing with an active bonus.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan