Mega Dice Casino - Player’s winnings have been confiscated after account verification.

I registered with Megadice.com, made a deposit of 2000usdt there, eventually raised the balance to 4000usdt, decided to withdraw it - they asked me to go through verification. Using Sotik, I scanned my passport and took a selfie, then they asked me to confirm my address - I uploaded them a bank statement and an electricity bill, then they asked me to take a selfie with my electricity bill - I did, and in the end they blocked and canceled my balance without explaining the reason. Not a single email responds to them, on the website they say the decision is final; there is nothing they can do to help and they simply close the chat, I don’t know what to do.

Dear fonwild,

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? 

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

1. I have been a player in this casino for about 30 days. The account was blocked on June 4.

2. I passed the verification, successfully passed the ID verification, then sent them a confirmation to the address, later the withdrawal of my funds was rejected and a request was written to the support service, I wrote to them, and they said that the account was without explanation, the reason was blocked, the funds were canceled , the decision is final.

3. I don’t remember which slots I played, there were small bets and there weren’t many of them, and I made 1 bet on sports, if I’m not mistaken it was basketball, the quarter-finals or semi-finals of the Euroleague.

4. No, I didn’t reach my current balance with the help of bonuses, if I’m not mistaken they gave me a bonus of 10-20 usdt, I won the rest of the balance with 2000usdt myself

If you need any screenshots of my communication with them, don’t hesitate to ask.

Thank you very much, fonwild, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, fonwild!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello, Pavel

As far as I know, they did not like any of my documents, this is just a guess, I offered them to notarize any document if they had any concerns.

Unfortunately, I did not receive a clear answer.

I really hope that you and I will be able to solve this problem.

Hi there,

Thank you for getting in touch with our complaints team,

The matter is being looked into,

Best,

Mega Dice Complaints

Hi Megadice casino, I have written to you many times in the complaints department for 2 weeks and have not received a single response. Moreover, on the web version of the site, in the online support chat, I was told that you only take complaints into account, and do not regulate the current closed cases in any way, and that you also cannot help in any way regarding my situation.

I hope for at least some concrete steps on your part in solving this problem

Moreover, even now in the online chat they tell me that there are no open applications regarding my account. Although a representative of the Megadice Casino complaints department has already responded here.

Hi there,

Supporting information has been sent to your email address,

Best,

Mega Dice Complaints

I don’t understand to whom and what information Mega Dice was sent by email, since I don’t have any new emails, I checked all the mail tabs

UPD 1. On the site, support suggested that I write to them myself so that they could resend the letter to me, I did it.

Another request to the site for support, including to clarify why Mega Dance provides incorrect information about their message to me here, since they did not write to me, led to even more confusion. In addition to the fact that I was informed that my funds, including the deposit "gamble already" (how is this even possible?), the chat on their part was forcibly closed again and as they have said many times the money will not be refunded under any circumstances, with this dispute I want to show all the arrogance of this casino, which is also on a high rating, I don't quite understand how, and the hopes for a return no longer depend on me. Let me remind you for everyone who reads this open dispute, they confirmed the successful completion of id verification, nevertheless, without a single valid reason, they decided to take the money and continue to tell lies.

Hi, Fonwild, the supporting information has been sent to my e-mail. There is an ongoing communication between me and the casino, so I am humbly asking you for your patience.

Hello Pavel, Then I apologize to you and the casino, there was a misunderstanding on my part due to the lack of clarification from support on the web version of the site. I rely on you, if there are any questions or requirements for me, I’m always ready to answer

Mega Dice Casino, I have responded to your latest e-mail.

Hello Pavel, have you received any response from Mega Dice yet? 

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.

Hello Fonwild! Unfortunately, I must tell you that your complaint will be rejected. We have received proof from the casino that your account is connected to multiple accounts and most likely you have created them in other people's names. We consider such behaviour unfair. Do you have anything to add?

Hello Pavel, Of course there is something to add, I did not create duplicate accounts, and I would like to look at the same This is proof, in addition to this, I was previously told that my documents did not pass verification (I have a screenshot with proof), but from you I get a completely different reason.

Therefore, I would like to see so-called "proof" that I created duplicate accounts.

I had no reason to create repeat accounts since I didn’t even take advantage of their welcome offers, nor did I have a single reason to create repeat accounts and play for such huge amounts of money for me.

The complete lack of interest of the parties on the part of the MegaDice casino in investigating this matter with me directly, neither a complex answer, nor a complete disregard for my requests to them, different criteria for blocking an account - which they call you and in a way that is incomprehensible to me, proves this, and what they say me, and these are just a few of the traditional reasons why I think their decision was wrong. In addition, I said that any document given to me of my permission to certify, as well as go through any video identifying myself as a person, means that I cannot in any way use other accounts. The casino refused to even refund my own money, and now let’s look at my situation from the outside.

1. The casino is not interested in investigating this matter with the account owner

2. The casino does not provide the account owner with any evidence of its actions

3. The casino does not accommodate the client and does not conduct additional verification of documents to make sure that I have never used other accounts

4. The casino gives different reasons for blocking my account for you and for me

The account verification procedure was also carried out; if the casino detected any offenses on my part, would they wait until I started withdrawing money and carry out verification? I think no, my account was not limited in any way, neither for placing bets nor for playing casino slots, only after they saw that I was trying to withdraw my winnings, and even having confirmed the successfully completed ID verification - they suddenly had a reason for blocking, which they also managed to somehow prove, which is a mystery to me. There is no logic in all the actions of the casino itself, in all their decisions, and there is also no hint that they acted based on the fact that they saw any violations. I believe that any sane person who looks at the situation from the outside will see a large number of inconsistencies in the vision of this situation from the Mega Dice casino itself, and I am incredibly offended that I was so blatantly deceived...

Once again I can say that I do not collude with people, and also do not use any other accounts at this casino and have never used or violated a single rule regarding the use of bonus funds

Therefore, I do not agree with their, in my opinion, indirect evidence, which only you Pavel saw, I do not belittle your point of view, and your help, but if you ask me if I have anything to add, then I tried to state everything above. They brazenly took my money 50 days ago, appropriating not only my winning funds under some pretext, but also taking my personal funds.

Firstly, we cannot share any evidence which casinos share with us, unless we are permitted to do so. This way we do not show unfair players what mistakes they made, so they do not get better at whatever they do. Also, there is a question of privacy, and most of the times evidence may show either an internal system of the casino or other users' data.

Secondly, the reason I have mentioned is another from the reason that you have received from the casino because I have made an assumption on what had happened. I may be wrong, but in case of forged/changed documents with matches throughout multiple accounts in most situation the issue will be with multiple accounts. The other probable explanation is collusion of a group of players, but, as I think of it, this is not the case here. However, I still can be mistaken. The one thing of which I am certain is that you have provided documents that had not passed the verification with a valid reason for it.

Thirdly, if you are still sure that you have done nothing wrong there are two things you can do. The first one is that you can send me all documents you have submitted to the casino and I will compare them to ones that we received from them and I will let you know if they are the same or were changed by Megadice. The second thing is lodging a complaint with the regulator. You can do so using either or both of these e-mails: compliance@gaming-curacao.com or info@gaming-curacao.com.

Hi Pavel, I will send you all the documents that I previously sent for the casino, regarding your assumptions and the documents themselves, I can say the following, I was ready to show any document on camera, I was also ready to notarize any document - this eliminates the possibility of forging them, in other words, I was ready to confirm my documents by any possible means if problems arose with them, but the casino ignored this fact, how can the casino accuse me of something dishonest if I am ready in every possible way to prove the authenticity of my documents? 

Regarding the message to the regulator, I wrote to them, wrote several times, even when the whole situation happened in early June - I immediately wrote to them, complete ignorance on their part of my situation, I don’t think that this regulator is able to help in any way, moreover, I think that the regulator is not interested in any help, they issued a license and their work is finished, that’s why the casino so arbitrarily does whatever it wants, takes not only the winnings but also my deposit, provides some strange evidence of forgery of documents and connections of some accounts with my account. I am a decent player, and in a world where there are thousands of casinos, it makes no sense for me to play only at Mega Dice, this is some kind of nonsense 

I sent you the documents by email, please check them. If there are any questions about their authenticity, you can write directly to those who issued the bank statement and the electricity bill statement.

Tinkoff Bank and Suenco. Moreover, I will attach to you the confirmation that I received when automatically checking documents when scanning the QR code that the Casino provided me, which clearly states that the document was verified and the biometrics were also confirmed.

Moreover, you personally, Pavel, can request any of the documents from me again, and I will send them to you. I will take any photo again, I can re-request any utility bill or statements from another bank, I can record any video appeal, I want people to see that the casino’s accusations against me are erroneous. The casino stole my savings from me, and I am not going to accept their point of view. 

Hi Fonwild! I have gone through the photos you have sent me. I have triple-checked everything the casino sent us and consulted with multiple colleagues. In the result, unfortunately, we have arrived to the same decision as before. I cannot help you anymore and I wish I could. Now, I will reject your complaint.