Mega Dice Casino - Player’s account was blocked.

Hello. My account was blocked with no further explanation. They asked me for verification i have send them all documents and the closed my account. I had successful withdrawal before. I had my withdrawal of 2000 in "Review" status during verification. Communication with casino is attached.

Dear Downtown,

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. When did you make the last successful withdrawal? Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

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

i do not remember exactly time of my successful withdrawal. I can not log into account, so i can not say exact time. but i guess it was 23-24 september. I played slots, and i have not used bonus funds.

Thank you very much, Downtown, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, Downtown,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mega Dice Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mega Dice Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the disputed account been blocked? What steps should the player take to unblock the account and withdraw his winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi there CG team,

Thank you for bringing this to our attention,

We have picked up that the user made use of abusive gameplay strategies - in this case, the user made wagers below our minimum wager threshold for the promotion in question (Mega Dice Weekend Slots Tournament) - the minimum wager in this case is 0.10 - the user made wagers at 0.05. As a result, the users account was closed.

For reference, you can find details to this tournament here: https://www.megadice.com/en/promotions/mega-dice-weekend-reels-tournament. By wagering the above mentioned amount on high volatility games as the user did, he is able to exponentially take advantage of the multiplier factor the tournament is based on.

We trust this would be in order,

Best,

Mega Dice Complaints

Hi Branislav,

I have emailed you the required information,

Best,

Mega Dice Complaints

Hello, Branislav. They have changed their T&C yesterday or today. If i made bet which is not eligible why they have credited my winnings then?

Greetings all,

I am sorry for the delay.

Dear Downtown,

Is there a chance that you have a screenshot or other proof that the casino's Terms and Conditions were changed? Can you somehow prove that the casino's rules that you accepted upon registration were different at the time you participated in the tournament in question and played in the casino?

Although we require evidence from the casino if a player's winnings are confiscated, it is also required from the players. It is not enough to only claim something - your claims also should be supported with evidence.

Feel free to share the evidence with me via email (branislav.b@casino.guru).

Please note that the casino's claim about breaching the rule about the minimum bet amount for the tournament was fully substantiated by the data provided, and there are only a few details we would need to find out and clarify.

Dear Mega Dice Casino team,

Thank you for your email and the data provided. However, a few more questions arose.

What does the disputed amount of 2,000 USDT represent, please? Did the player take any place/position in the Mega Dice Weekend Reels Tournament? Do the disputed winnings include also a price from the tournament?

Are we talking about only winnings from real money play, and only the conditions for the tournament were breached, or are we talking also about a price from the tournament that the player is not entitled to?

Can you please provide us with more details regarding the disputed winnings?

If the player did not rank in the tournament, he only did not meet the tournament terms and conditions, but his winnings were accumulated from real money play, and the winnings or their portion was gained by a regular play, why also this part of the winnings should have been confiscated?

Hi there Branislav,

Thanks for getting back to us,

Since the user breached the ts and cs for this specific promotion, we only removed the winnings for that promotion - his ''real money'' was paid out and withdrawn back to him successfully.

We trust this answer would help,

Best,

Mega Dice Complaints

Thank you for additional information.

Dear Downtown,

Please, look at my previous post and the questions directed to you, and provide me with relevant answers.

In addition, can you confirm that only the winnings related to the promotion in question ("Mega Dice Weekend Slots Tournament") have been confiscated, and your real money balance was paid out successfully?

Looking forward to hearing from you.

Hi Branislav,

Please pose your question - as we have provided as required information to you,

Best,

Mega Dice Complaints

Dear Mega Dice Complaints team,

I am really sorry for the misunderstanding. I will explain it.

My previous posts with questions were directed to the complainant. The last post was automatically added by the system in my name because 7 days expired without providing a response from the party for which the timer was set up. However, I had to make a mistake and set up the timer for the casino instead of setting it up for the player.

The post with a reminder will be removed, and I will wait for the player's reply.

I am sorry for the inconvenience and dragging out the process caused.

Dear Downtown,

You received the notification emails, so you were informed about new posts in the thread. Since almost 14 days passed since the timer was set up, my last posts were directed to you, and you failed to react, now I will provide you with only the last 7 days for you to respond instead of the standard 2x7 days.

Please, look at my 2 last posts and answer all the given questions.

Looking forward to hearing from you.

In accordance with the above-stated, I am forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions. Despite a mistake on my side, basically, the player has been ignoring us for a month.

The player can reopen this complaint anytime. However, clarification and requested details will be needed.

Thank you very much, Mega Dice Complaints team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru