Mega Medusa Casino - Player’s account has been closed after a withdrawal request.

I deposited in the casino, won about 3600k AUD and requested a withdrawal. I was contacted by the financial department to request the BTC wallet for confirmation, but immediately after that my account was disabled. I can't access it and they haven't responded to my emails for 3 months. Can you help me?

Dear puzzimazzi,

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 clarify your situation.

Could you please specify if only your BTC wallet has not been verified in the casino? Have your other documents including your ID, proof of address, and proof of payment been approved during the KYC verification?

How many times did you deposit money into the casino?

When was the last time you communicated with the casino customer support regarding your verification?

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

Dear Veronika,

Thank you for your prompt response to my complaint and for seeking additional clarification. I appreciate your assistance in resolving this issue. Please find my responses to your questions below:

• Yes, I have already been verified through the third-party system Inclave. This verification process included my ID and proof of address.
• I have only made one deposit to the casino.
• I received an email from the casino's payment department regarding this matter. The email was focused on the BTC wallet

This is the email I received:

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We hope this email finds you well. 

We acknowledge receipt of your crypto address. However, we do not send payments to Cash based crypto address.  

In view of the above we would like to request you to provide us with a Coin based crypto address.  

(Please keep in mind that this kind of address starts with numbers and not letters). 

Thank you for your understanding, we are looking forward to your response. 

Kind regards, 

Mile R. 

Finance Team 

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I hope this information helps clarify my situation. If you need any additional details or have further questions, please don't hesitate to ask. I'm eager to resolve this issue and regain full access to my account.

Thank you for your attention to this matter.

Thank you for your responses and the email you received from the casino.

Have you provided the casino with a Coin based crypto address as requested?

Yes i did

Could you kindly specify when exactly you sent your Crypto address to the casino? Have you received any response from the casino to check if they received your email?

Also, please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case along with any evidence you consider important to my email address at veronika.l@casino.guru.

Thank you for your cooperation and I look forward to assisting you further.