Mega Dice Casino - Player’s account has been closed.

I made a withdrawal of about 9000 TRX at this casino and was asked to submit KYC verification.

My identity and facial verification were approved without any issues, but my address proof was rejected. I had submitted a PDF receipt for my internet bill as proof of address. I didn't have any other documents readily available to prove my address, so I didn't log in for a few days. Today, when I logged in to check, I found my account was blocked…

When I asked for the reason, I was told it was a violation of terms for allegedly using a third party for the KYC, despite my KYC already being verified.

Since it was definitely me, I explained this, but the explanation was not accepted.

I requested evidence of this third-party claim, but they did not provide any and disconnected the chat without answering.

Dear li88,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mega Dice Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share with me your communication with the casino to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Thank you for your reply!

Below are the answers to your questions.

Can you tell us how long you were a casino player and when your account was blocked?

I opened my account on November 30th, and when I checked my email I found out it was blocked on January 6th.

How did you find out that your account was blocked?

I noticed yesterday that my login was rejected.

What games did you play to accumulate your current casino balance? (slots, live games, sports bets)

Slots, Live Games and Sports Betting

Did the bonus help you achieve your current balance?

I have not received the bonus.

Could you please share with me your interactions with the casino to support your complaint? Please send the email or chat transcript to my email address. , or post a screenshot here

I will send it by email.

Thanks for your reply and provided information.

Could you please confirm you deposited using a payment method that belongs to you?

I may not have understood the intent of the question, but the deposit method is cryptocurrency, TRX. I sent it from my own wallet.

Thanks for your patience.

Could you please explain the merit of this comment from the casino support?

Have you used documents that were not in your name to try to pass KYC verification?

Could you please submit the documents you provided to the casino to verify your identity if possible?

Send the information to my email at tomas@casino.guru

Thank you for your reply.

This is an insulting comment from the casino, but even though they say I am an elderly woman, I am actually that person.

Although I am considered old, I am only 42 years old.

Do I need to submit any personal information?

Before that, I would like to know the basis on which the casino claims that I am not them.

thank you.

Thank you very much, li88, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear li88, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Mega Dice Casino representative to join this conversation. 

Dear Mega Dice Casino, could you please provide more information about this case? 

Looking forward to your reply.

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 there,

After reviewing this case, we can confirm that the account was closed due to a violation of our Terms & Conditions. Internal verification confirmed that a third party was conducting the account verification.

Best regards,

Mega Dice Casino Complaints Team

Dear Mega Dice Casino,

thanks for your message.

We treat all allegations with utmost seriousness. Could you kindly elaborate on the circumstances surrounding this matter? Additionally, we would appreciate any evidence that substantiates your decision to terminate this player's account. Feel free to send it to my email katarina.d@casino.guru

Hi Katarina,

We have sent evidence to the email provided.

Best regards,

Mega Dice Casino Complaints Team

Dear Mega Dice Casino,

thank you for your email. I have followed up with a response.

Dear Mega Dice Casino,

thank you for your email and cooperation throghout this case.

Dear li88, 

I have received additional evidence that supports the casino's decision. After a thorough review of all pertinent information, we must respectfully decline this complaint, as it is deemed unjustified due to a violation of the casino's terms and conditions.

Regrettably, we are unable to assist you further in this matter. However, please feel free to reach out to us in the future should you encounter any issues with this or any other casino. We are here to provide support.

If you are dissatisfied with the resolution of this complaint, I recommend contacting the Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact), which oversees the regulation of the casino. Should you have any further questions, do not hesitate to contact me at katarina.d@casino.guru.

Wishing you all the best,

Katarina