The player from Germany had registered at Mega Dice Casino and deposited approximately €19,000. After providing multiple verification documents, the casino claimed a terms and conditions violation and confiscated the player's winnings without explanation, which led to account inaccessibility. The Complaints Team attempted to mediate, but the casino's responses were inconsistent and delayed. Ultimately, the case was closed as rejected after the Complaints Team found multiple suspicious elements regarding the player's KYC verification, and the player was advised to consider filing a complaint with the licensing authority.
Mega Dice Casino - Player’s funds were confiscated and her account was blocked.
Amount: €25,000
Mega Dice Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 week ago
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4 months ago
Translation
Hello, I need help. The casino is refusing to pay out my money.
A month ago, I registered at Mega Dice Telegram Casino and deposited roughly €19,000. After 12 days, I made my first withdrawal request.
Several days passed with no updates, so I contacted support. They requested that I send ID, a selfie, and proof of address. I sent all the documents promptly. They did not accept my proof of address, so I sent two more documents. These were also not accepted. I then had to schedule an appointment at the registration office and received my official address confirmation after almost two weeks.
I was sure everything was in order now, but it wasn’t. They sent me a link to re-verify. This time, pictures of my ID were taken again and my face was scanned. I have complied with all the casino's demands. For three days, nothing happened, and I asked for updates. Then, yesterday, the shock. They informed me that all my money would be confiscated, citing a violation of the terms and conditions.
I repeatedly stated that I had not violated any terms and asked what I was allegedly guilty of. They only responded that they would not provide any reasons and that all my money would be seized.
I urgently need help. The casino is trying to scam me.
I no longer have access to my account. There are approximately 0.42 Bitcoin in it, of which 0.32 Bitcoin were my deposits.
I only played slots and adhered to all the casino's rules.
Automatic translation:
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4 months ago
Dear Queenalicious,
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 confirm if you successfully passed the full KYC verification?
Could you kindly advise if you accumulated your winnings with or without an active bonus?
Please forward me the email you received from the casino after your account was blocked. Also, include any communication or other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.
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
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4 months ago
Translation
Hello Veronika.
The casino received all the requested documents from me + scanned my face in the camera.
After that they just blocked me.
I didn't select a bonus when making the deposit and only had my deposit as credit. However, every time I wagered my deposit 6 times, 10% of the welcome bonus was credited to me as real money.
So I didn't play with bonus credit.
I have sent you an email with the writing progress. Thanks for your help
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3 months ago
Thank you very much, Queenalicious, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.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.
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3 months ago
Dear Queenalicious,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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3 months ago
Hi there,
The matter is now being investigated by our complaints team,
We will revert with feedback in due course,
Best,
Mega Dice Complaints
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3 months ago
Hi there,
We appreciate you reaching out to us.
Upon review, we found that the user utilized their welcome offer to play Big Top by Microgaming. Unfortunately, this game is excluded from using bonus funds as outlined in our bonus terms, which you can find here: (https://www.megadice.com/en/bonus-terms).
As a result, the player's balance was removed. Regarding the account closure, it was due to a reason that we cannot disclose publicly. However, I am happy to provide more details over email.
Looking forward to your response.
Best regards,
Mega Dice Complaints
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3 months ago
Translation
The game Big Top was only added to the excluded list after my verification process was already underway and I was no longer playing this game. I checked the list several times while playing and the game was definitely not included in the excluded list.
You can also see that Big Top was added recently because it is at the bottom of the list and in a different font. Also, the information about when the list was last updated is incorrect.
Using this as a reason not to pay me is pure fraud.
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3 months ago
Translation
I would like to ask the casino to be honest. The game Big Top was NOT in the excluded games at the time I played it!
It can't be true that it will be added later when I haven't played for several days and then it will be interpreted as if I had done something forbidden.
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3 months ago
Dear Mega Dice Casino team,
thank you very much for your reply. It is common for reputable brands to enforce the condition about excluded games through the software, which prevents players with active bonuses from playing excluded games. Alternatively, players may receive a warning pop-up window informing them that they are launching a restricted game and that they may lose their winnings if they continue playing. Is there at least something similar? Even if I check the link you provided, there is a huge list of restricted games, and it is very easy to miss a game that is excluded.
Could you also respond to the player's comment about adding this game to the list just recently?
Additionaly, I would like to point out the term below.
There are games that DO NOT contribute to the wagering at all (Listed below).
These games should not just contribute to wagering requirements but you are not mentioning that it can lead to winning confiscation as it usually standard. Could you please react?
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3 months ago
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.
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3 months ago
Since we haven’t received further response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.
Dear Queenalicious,
I am very sorry, but since the casino team has stoped responding we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
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1 month ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
Dear Mega Dice Casino team,
Could you provide some context for the situation, please?
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1 month ago
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.
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1 month ago
Hi there,
We humbly apologize for the wait and getting back to you.
CasinoGuru team - can you kindly provide us with your email address - we would like to provide additional evidence,
Best,
Mega Dice Complaints
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1 month ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days.
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1 month ago
Translation
Where is the alleged evidence now?
I would like to ask the casino again to be honest. The game Big Top was NOT in the excluded games at the time I played it!
I have always complied with all of the casino's terms and conditions. It's unbelievable that they haven't paid out my winnings, but what's even worse is that they're also taking my deposit, which was already €19,000.
Add to that weeks of harassment with documents, only to be cheated when you deliver everything they wanted.
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1 month ago
Dear Mega Dice Casino team,
I have not received any email from you. May I kindly ask you to react?
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1 month ago
Hi there,
We apologize for the delayed response. We have sent additional evidence to the provided email address.
Best regards,
Mega Dice Team
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3 weeks ago
Dear Mega Dice Casino team,
Thank you, I confirm receiving the evidence, and I am extending the timer by 7 days to allow sufficient time for evaluation.
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2 weeks ago
Dear Queenalicious,
I confirm that I have received the relevant evidence from the casino team. Unfortunately, based on everything I have seen, I can only agree with the casino's decision not to allow the passing of the KYC, as there are multiple suspicious moments. I am very sorry, but I am forced to close your case as rejected.
You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website.
Best regards, Jozef
