Mega Dice Casino - Player’s tournament prize was denied.

I came in second place in a tournament hosted by MegaDice.

However, they are saying that they cannot pay out the prize because my account is blocked from receiving bonuses. If I had known beforehand that my account was blocked from receiving bonuses, I would not have participated in the tournament. I think it's very unfair to provide such information after the fact.

I will never participate in a tournament again, but I believe the prize for this tournament should be paid.

By the way, I have participated in tournaments several times before, and the prizes were always paid out. Also, my KYC is completed.

Dear EngineerYamada,

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 the casino blocked you from receiving bonuses? 
• When was the last time you participated in a slot tournament in this casino other than this one?
• When exactly did this tournament start and when did the casino inform you, that you are not eligible for any winnings?

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

Dear Tomas,

Thanks for getting back to me.

・Could you please advise how long were you a player of the casino and when exactly the casino blocked you from receiving bonuses?

→I made my first deposit on this site on March 9th. Therefore, I have been a player for about three months. The casino blocked my ability to receive bonuses today.

 ・When was the last time you participated in a slot tournament in this casino other than this one?

→The tournament I participated in this time at this casino was not a slot tournament, but a live tournament. I think I participated in a slot tournament about a month ago outside of this site.

・When exactly did this tournament start and when did the casino inform you, that you are not eligible for any winnings?

→I believe this tournament officially started about three months ago. I was notified that I am not eligible to receive the prize today.This tournament is held every Sunday. It starts at 9:00 a.m. Japan time and ends at 9:00 a.m. on Monday.

I did not know that my bonuses were blocked or that I was not eligible to receive the tournament prize until I received an email from the casino today. If I had known that I was not eligible to receive the tournament prize, I would not have participated in the tournament. As a result of participating in the tournament, my balance has decreased. While I can accept not being able to receive tournament prizes in the future, the prize for this tournament should be paid.

Best regards,

Yamada

Thanks for your reply. Could you please share a screenshot or other record of your placement in the tournament and the tournament rules if possible?

Share it here or send the information to my email at tomas@casino.guru

Sure. I will send the screenshots of the tournament where I came in second place and the screenshots of the tournament rules to your address.

Thank you very much, EngineerYamada, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi EngineerYamada,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mega Dice Casino to the conversation to participate in the resolution of this complaint.

Hi there,

The matter is being looked into,

Thank you for getting in contact with our team,

Best,

Mega Dice Complaints

Hi there,

The players prize will be refunded in due course - the reason for not initially paying it was due to the fact that our native token $DICE was at the time, not available.

Thank you for your understanding,

Best,

Mega Dice Complaints

Hi there,

Could we please get the players USDT ERC 20 address?

Best,

Mega Dice Complaints

Thank you Mega Dice Casino team for your replies and help.

Dear EngineerYamada,

Please provide the casino with your wallet address as stated above.

Hi there,

The players prize will be credited within the next 12-24 hours,

Thank you for working with us,

Best,

Mega Dice Complaints

Thank you Mega Dice Casino team for the update.

Dear EngineerYamada,

Please let me know when you receive the prize.

It has been more than 24 hours, but the prize money has not been deposited yet.

I have received 500 USDT.

I would like to thank Tomas, Peter, and the Megadice support team for their cooperation.

Previously, I asked whether I still have the right to participate in the tournament, but I did not receive a response. The reason given for the non-payment of the prize was: "The player's prize will be refunded in due course - the reason for not initially paying it was due to the fact that our native token $DICE was, at the time, not available." Can I still participate in the tournament?

Dear EngineerYamada,

Thank you for the update. I believe the easiest way to find out about your eligibility for the tournaments is by asking the casino support. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, EngineerYamada, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter