Mega Dice Casino - Player's account was closed due to alleged bonus abuse.

Suddenly my account was closed by this casino.

I knew from their past reputation that they can close accounts without reason, but the casino will not refund my balance claiming that I abused a promotion.

I have only participated in a few tournaments and won prizes, and the casino has not told me any basis for the abuse.

I would like to have my balance funds refunded.

Dear andandjonnyx,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

Could you kindly forward me the email you received from the casino after your account was closed?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I have passed KYC and have experience with withdrawals many times.

I have just forwarded the email to you.

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello andandjonnyx,

It's Michal again. I have taken over this complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

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

Dear Mega Dice Casino,

Could you please provide further details on how the player allegedly abused your promotion and consequently violated your terms and conditions? If this information cannot be disclosed publicly, kindly forward it to me at michal.k@casino.guru

I had participated in several tournaments at this casino.

However, I did not use the bonuses and would have followed the rules about tournaments.

I played every tournament the same way and never received any warning from the casino.

I don't see any reason why this should suddenly be called abuse of a promotion.

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,

Apologies for the wait - the matter is being looked into,

Best,

Mega Dice Complaints

There is no more information I can provide.

I am unable to log into my account and the casino refuses to exchange emails with me.

It is well known that this casino closes player's accounts without explaining the reason, but please return the balance properly.

Hi there,

Thank you for your patience.

Upon review, I can confirm that the balance (2678 USDT) at the time of account closure was manually withdrawn to the customer's crypto wallet.

The customer's account will remain closed due to findings of promotional abuse in their gameplay.

We consider this matter resolved and appreciate your understanding.

Best regards,

Mega Dice Complaints

Do you have a transaction ID to prove it?

Also, at the time of account closure there was a non-USDT balance of approximately $4000.

That would total approximately $7,000.

As long as you are already unable to withdraw the money from me, please transfer the money to my USDT account in a lump sum.

We have not received any warnings about promotion abuse here either.

Please provide evidence as to when you gave the warning.

I don't know any of the details.

I have not used any bonuses and have only participated in a few tournaments.

Of course, the tournaments are sponsored by the casino and regularly participating in them does not constitute abuse.

I am sending you my cryptocurrency deposit history.

The account was closed on May 20, and the casino claims that withdrawals were made around that time, but I could find no such transactions.

Hi there,

I apologize for the previous message; it was due to internal miscommunication.

We are prepared to settle your account closure with a payment of 1000 EUR, reflecting the balance before your account was closed.

This decision is based on the fact that you have taken advantage of our promotional offers, as previously mentioned.

We believe this is the best solution considering the circumstances.

Best regards,

Mega Dice Complaints

Dear Mega Dice Casino,

Could you please provide further details including supporting evidence on how the player allegedly abused your promotion and consequently violated your terms and conditions? Do I understand correctly that 2678 USDT has been paid to the player and now the remaining 4,100 USDT worth of DICE is still in question?

No, not even 2678 USDT has been paid.

It seems that the casino lied that it had been paid and misled us by asking for a transaction ID.

Moreover, the casino is now starting to say that the balance at the time of closing is 1000€, which doesn't make sense.

Hi there,

The 2678 USDT is in the process of being paid - given your wallet address above, we should have the payment completed within the next 24-48 hours.

Regarding $DICE - for the time being, we're unable to process any withdrawals as our deposits, withdrawals and gameplay has been paused due to a malicious exploitation on our smart contract - refer to our announcement here: https://twitter.com/megadice/status/1800450130535223378

We expect to have $DICE resumption by the 21st June, 2024. When the token has been readded to our casino, we will then be able to allow for the withdrawal of your $DICE balance to a SOLANA wallet of your choice - please provide this in the meantime.

Thanks for your understanding,

Best,

Mega Dice Complaints

DICE is not listed and there is no exchange that handles it yet.

Therefore, please pay the same amount of USDT.

Hi there,

In time to come, our token will be listed on several DEXs and CEXs - you may hold the $DICE until that time has come.

We are unable to convert your winnings from one cryptocurrency to another - please provide your SOL address,

Best,

Mega Dice Complaints

This time the casino is closing the account for its own selfish reasons.

Don't think that the excuse that they want you to wait to pay until you are listed will work.

Dear Casino Guru

As you have heard, the remaining 4,100 USDT worth of virtual currency in the casino is not yet listed and the exchange does not currently exist, so withdrawals are not possible.

The casino wants us to wait until it is listed and exchanges handle it, but due to the nature of virtual currency, the value could drop significantly by then.

Therefore, I would like an order to pay the same amount of USDT at this time.

Hi there,

Your statement is contradictory. If your account had not been closed, what would you have done with your $DICE?

We cannot process your withdrawal in any other cryptocurrency. While the value of the token might decrease, it also has the potential to increase significantly. When accepting and using our native token, $DICE, you accept this responsibility.

As mentioned, we require your SOL address to complete the $DICE withdrawal - if this is not provided, your $DICE will be returned to our casino for holding.

Best,

Mega Dice Complaints

If the account had not been closed, we would have continued to use it.

However, as long as the account has been closed, you are obligated to make the payment at this time.

If the account is not closed, you can see with your own eyes as the value of the tokens rise and fall, but as long as the account is closed, you cannot withdraw the funds at the appropriate time. Therefore, as long as withdrawal is not possible at this time, the same amount of USDT must be refunded.

In the first place, DICE took the liberty of transferring rebates and winnings that you should have paid in USDT without permission.

I never said I would buy DICE.

I have a SOL address, but the wallet is not DICE compatible.

How are you going to give me a refund with that?

Dear MegaDice Team,

Can you please clarify what is the "real" value of the $DICE? The player is mentioning USDT you mentioned Solana, so what is the value if there is any at all?

Dear andandjonnyx,

How did you gain the 4100 $DICE? Did you buy them or gain them as winnigs, etc.? How did you come to the conclusion that $DICE has the same value as USDT?

One day, casinos suddenly started granting rebates and tournament winnings in DICE.

When I tried to withdraw the money, the exchange did not handle it, and the tournament description also stated USDT, so I contacted support and suddenly my account was frozen.

It is possible to view the conversion in Fiat from the wallet screen, and just before the freeze it was equivalent to 4100 USDT.

According to the casino site, 1 DICE is $0.075 and I must have had about 55000 DICE.

Perhaps Solana is just using the network, but there is no major exchange that actually handles the DICE. So I would argue that providing Solana's address is pointless.

The casino says to wait until they are listed and the exchanges handle them, but to unilaterally freeze accounts and then wait to withdraw until the exchanges handle them is too much.

Hi there,

We're talking about two cryptocurrencies - 1) USDT, where a withdrawal is in the process of being completed. 2) $DICE, our native token on the SOLANA network - where the player had 60522 $DICE in total. The current value is $4534.

In order for us to pay the user his $DICE, we need a SOLANA wallet address. As said, our token will be sold on DEXs and CEXs in the future - the user will therefore be able to sell his $DICE at that time, should he wish to do so.

We are unable to convert $DICE to USDT.

Best,

Mega Dice Complaints

The casino should just erase the DICE in the account and give the same amount of USDT instead.

The casino has frozen the account without just cause and should refund the balance immediately.

As long as there is no exchange that handles it at this time, they will have to pay in other ways.

Or are you going to tell me to keep this complaint going all the way until BYBIT deals with the DICE?

When do you mean in the future?　A month from now?　A year from now?

This complaint will not end until the payment is completed, which will mean more work for me and Michal.

The obvious solution to begin with is for the casino to restore the account.

Then I can play at the casino using my DICE until more exchanges are added.

After all, the casino hasn't provided any evidence of promotion abuse, has it?

You know that it is pointless to provide a SOL address as long as the exchange does not yet exist.

SOL is only the network that is being used.

Dear Casino Guru

For the time being it is impossible to withdraw as there is no exchange that handles DICE.

Therefore, please order them to pay USDT equivalent to the DICE.

Dear andandjonnyx,

I acknowledge your wish to cash out your $DICE winnings immediately. However, the explanation provided by the casino representative regarding the current impossibility of this request appears to be reasonable.

As you confirmed, the $DICE you possess was not acquired through direct purchase with your own "real" funds, but rather through your participation in tournaments and bonuses. As I comprehend it, the $DICE currently functions more as "bonus money" or a "free chip" that can be utilized for gameplay purposes but is not eligible for withdrawal as a different cryptocurrency of yet.

It will be available as a "normal" cryptocurrency in the near future as mentioned by the casino representative, but until then, I don't see any justification for you to request the casino to pay the $DICE as USDT to you at the moment. The casino representative previously mentioned, that $DICE, their native token is based on or runs on the SOLANA network.

You can clearly find the information here as well: Tokenomics & Utility | $DICE Whitepaper (gitbook.io)

Your "normal" USDT funds you had in your account have been paid to you, which they should be, but we can't blame the casino for not converting the $DICE to USDT. I'm afraid you need to wait (like other hundreds, maybe thousands of customers) until the $DICE will be available on the exchange DEXs and CEXs in the future to convert it to other cryptocurrencies. The only possible way to get your $DICE winnigs is to provide the casino your SOL address, in order for them to pay the $DICE.

I have not purchased the DICE from myself and have not participated in any promotions where the DICE can be earned.

The casino just changed the USDT owed to me to DICE without my permission for some reason.

From my point of view, I feel it is a scam and I am angry because I use USDT and suddenly my reward was granted in a virtual currency that no one else is handling yet.

Is it permissible to pay winnings in a virtual currency that is not yet supported by the exchange without the user's permission?

The tournament leaderboard was also clearly marked in USDT.

Besides, I can't log into the casino.

If I log into the casino, I can use a promotion to convert DICE to USDT.

As long as the casino has not provided any evidence of fraud, your account should be restored.

In any case, I can't get the DICE by providing a SOL address.

This is because SOL is only the network using and if not dealing with it, it will disappear even if send it.

It means that we will continue this complaint until BYBIT starts handling the DICE.

I don't have that much free time.

In any case, as long as the casino has frozen account for selfish reasons, they are obligated to withdraw your balance immediately.

If I could log in to the casino normally, I would have had the option to wait until the exchange handled it like any other user.

Dear MegaDice Team,

Can you please provide an explanation on why were the winnigs from the tournament paid out in $DICE instead of the USDT as the player mentioned?

Were the players informed about this?

Furthermore, I'm still waiting for additional details including supporting evidence on how the player allegedly abused your promotion and consequently violated your terms and conditions.

I'm looking forward to your email.

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,

Can the user please provide where he is seeing this table as he has sent before?

Best,

Mega Dice Complaints

https://www.megadice.com/en/promotions/live-casino-sundays

Don't you also know what information is listed on your own casino site?

It is firmly stated on the promotions page and on the tournament page that the winnings are in USDT.

Also, please provide me with proof that I violated the Terms of Service as soon as possible.

I am running out of patience with being treated like a bad person too.

Hi there,

We are trying to assist you as precisely as possible - there is no need for disrespect - we have multiple promotions running at the moment.

CasinoGuru, could you kindly ask the user to remain respectful.

Thank you for the above - the matter is being looked into,

Best,

Mega Dice Complaints

If you really know your users, then you would also understand what tournaments I was participating in.

I also complained in the chat about the fact that you ignored the terms and conditions and paid my prize money in DICE.

Despite those assumptions, It is very rude when you can't identify the promotion, and which one of you is the one who made the accusation of abusing the promotion in the first place, but never provided any proof?

Hi there,

It seems that the tournament was incorrectly paid in $DICE - due to the circumstance, we will convert the $DICE to USDT to the value of $4534. The TX will be provided in due course.

Thank you for working with us,

Best,

Mega Dice Complaints

Casino Guru officials have repeatedly asked for evidence of promotional abuse.

Why can't you even state the details of your habit of freezing accounts, saying that there have been violations of the Terms of Service?

In my eyes, it looks like they are just making things up to confiscate the balance.

Dear andandjonnyx,

I understand your dissatisfaction with the whole situation, and I can agree that the casino team could handle it better. It is nothing unusual that casino accounts are temporarily blocked or "frozen" when an investigation is ongoing. We expect mutual respect from everyone. Inappropriate behavior is not helping anybody, thus, please write your responses in a respectful manner. As has been mentioned, "It seems that the tournament was incorrectly paid in $DICE" so the casino team will, in this case, convert your winnings from $DICE to USDT to the value of $4534. I can't speak for the casino, but it looks like after the investigation, the winnings have been fairly won, and thus I expect them to be paid to you shortly.

Dear Mega Dice Team,

I would like to inquire if the situation has been clarified following the investigation. Can you please confirm that the player will be receiving all the winnings they are due?

I received the money but still cannot log in to the casino.

Did I have grounds to violate the Terms of Service after all?

Great news, andandjonnyx, I'm glad a consensus has been found and that you have successfully received all the funds from your Mega Dice account.

Dear Mega Dice team,

We kindly request clarification on whether the player's account will be reactivated or if you have chosen not to offer your services to the player anymore.

Hi there,

We have decided to keep the players account closed for the foreseeable future,

Wishing you the best,

Mega Dice Complaints

Please explain exactly why.

Why can you confidently claim that there was a violation of the Terms of Service when you first closed the site and why can't you provide any evidence?

I am defamed and outraged.

Hi there,

We have provided our reasons - it is to our discretion as to which accounts will stay open or closed within our casino.

We have also provided you with all your deposit value, as expected from any casino.

We wish you the best,

Mega Dice Complaints

At least you accused me several times of 'violating the Terms of Service'.

My reputation has been severely damaged by this.

It is unacceptable for you to ignore this accusation without providing any proof and without apologizing to me.

Dear andandjonnyx

I understand your concerns regarding the closure of your account. It is indeed common practice in the industry for casinos to have the authority to close player accounts at their discretion once all financial obligations have been met.

The casino has this mentioned in its terms and conditions.

6.4. We reserve the right to close or suspend any Account without prior notice and return all funds. Contractual obligations already matured will however be honoured.

While the handling of the situation may not have been ideal, I believe you will agree with me that the main issue, paying you all the funds from your casino account has been addressed.

With this in mind, I think there is not much else that can be done. If the casino team decides they will leave your account closed it is well within their right.

Can I consider your complaint resolved?

My honor has not been restored.

Objectively speaking, the casino has frozen a user's account by mistake and is only justifying it by failing to admit it.

As long as I cannot provide proof, I demand a proper apology from the casino.

Hi there,

Adding onto what was previously mentioned,

Our security team has identified some questionable gameplay by the player, leading to the suspension of their account after a thorough investigation. Due to the potential length of the investigation, we have opted to release all funds from the player's balance and keep their account closed to assist with compliance efforts. No additional measures will be implemented, and the player's account will remain permanently closed. We would like to draw the attention of the player to rule 6.4. This matter is now considered closed on our end,

Wishing both the player and CG the best,

Mega Dice Complaints

Then please continue this complaint until the investigation is complete.

Inform me and the casino guru of the results of the investigation, and if there were no violations of the Terms of Service, make a formal apology to me.

Dear andandjonnyx,

I understand your dissatisfaction with the whole situation, however as the casino team mentioned, "No additional measures will be implemented, and the player's account will remain permanently closed. We would like to draw the attention of the player to rule 6.4. This matter is now considered closed on our end." this seems to be their final decision and we can't dispute this.

I trust you will acknowledge that the primary concern of reimbursing all the funds from your casino account has been resolved. Given this, there are no further actions that can be taken.

If the casino team opts to keep your account closed, it is well within their right to do so.

Now that the issue of reimbursing all the funds from your casino account has been successfully resolved, could you please confirm that the primary concern of this complaint has been satisfactorily resolved?

I am not angry about the account closure; I am angry about the fact that the account was closed.

I am angry that the casino initially accused me of violating their Terms of Service and never provided proof or apologized.

Dear andandjonnyx,

I can agree with you that the handling of this situation by the casino team was not ideal, but I again must remind you that the casino can close any account at their discretion even without providing a reason. I'm not saying this approach is correct, but most casino has rules similar to this. Every casino is a private company and they can choose which players they want or not.

We can't help you to get an apology from the casino. Why would you still want to play in this casino when, as you said, they hurt your honor?

I believe the most important thing is that all the funds from your casino account have been successfully disbursed to you.

Can you kindly confirm in a concise manner that the main issue raised in this complaint has been effectively addressed? Your cooperation in avoiding unnecessary or unrelated remarks is greatly appreciated.

People cannot live on money alone. Honor is also important.

In many casinos, if a user were to lash out at the chat support, they should be penalized.

In this case, the opposite is happening.

The casino accused the user of violating its terms of service, but failed to provide proof of this and refused to apologize, but the money was refunded, so the complaint is closed."

Please state so in the summary of this complaint.

It will help other people decide how they feel about this casino.

With the complainant's confirmation that the main issue raised in this complaint has been effectively addressed, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. Although the handling of this situation by the casino team was not ideal I would like to thank both parties for their cooperation.

Feel free to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru