Mega Medusa Casino - Player’s winnings have been confiscated and his account has been blocked.

I was given a special chip by the casinos pitboss over a bad experience the first time I played at the casino . Her name was Morgan , I’ll attach her email , I didn’t request the chip she went out of her way to email me and apologize for the bad experience I had the first time i attempted to play there . "I have added another chip to your account to apologize for before there is a 100$ chip with a 30/60x playthrough with a 100$ max cash out that’s already been added to your balance for you" fast forward I finish the playthrough an talking to an agent about the withdrawl and he’s telling me about the deposit to get the withdrawl and validating my winnings , I wanted to make sure the max winnings was only the 100$ because when I finished the playthrough it didn’t take the 40$ extra off that I had also accumulated through play so emailed Morgan back asking if 100$ was the max and I got an email back from a agent not the pitboss Morgan who told me that I had played on Multiple chips and my winnings were confiscated , I told the live agent I was on with she apologized and said that "Paul" must not of seen that Morgan added that chip specifically for you and you were allowed cash out on it hence why I was able finalize my withdrawal and was being promoted to make a certification deposit to ensure the account I was going to be using to make the litecoin withdrawal with . Suddenly the live agent Paul gets onto the live chat and says the winnings cannot be cashed out (lying because he already discarded them and seen the email from his pitboss after and not wanting to get caught) he says that Morgan didn’t have the authority to issue another bonus (she’s his boss lol) and that I was tying up the cue for depositing players he then temporarily bans my account so I’m booted from the server and not able to email myself the live chat transcript thinking I won’t have any evidence against him if he does this , little does he know I’ve been taking screen shots the whole time , of the deposit email information , of my playthrough, my winnings , at what time my winnings became withdrawable , he’s now intercepting every email I send to the casino so his boss can’t see what he did , because I think he knows he’s going to get fired , he made a mistake and the first thing he did was try to find a way to lie his way out of what he had done instead of taking accountability, admitting he jumped the gun , didn’t see that it was his boss that added this bonus and it was 100% withdrawable and that she herself went out of her way to set it up for me without me even knowing because she felt bad about the first bonus spins I was given not paying out a single penny and I think she knew how bad that mad the casino look and she was trying to make it right and reach out to a unhappy customer like a boss is supposed to . I have all the emails , I have screen shots of the live chat , all of them acknowledging that the bonus she’s adding is 100% withsrawable and she’s the one who has ability to add a customized bonus which I also have screen shots of . I don’t blame the casino I blame the agent Paul who through sheer laziness did something he wasn’t supposed to and instead of owning up to it , is trying to intercept every piece of email I sent to the casino so that his boss doesn’t she the shit he pulled and get caught lying like a literally 7 year old

Dear Vanillagorilla22,

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 ensure I understand your situation completely.

Could you please send me a screenshot of your transaction history showing the bonuses you activated since you started playing at this casino?

Could you specify when exactly you redeemed your first free chip bonus? Did you stop playing at this casino after you did not win anything and then come back only after the casino representative offered you another free chip? Have you played with any other free chip or no-deposit bonus since then?

Have you made any deposits into this casino?

Have you been in touch with the casino representative Morgan since your winnings were voided?

Could you kindly confirm if you passed the full KYC verification?

Your cooperation in providing these details will help us investigate and work toward a resolution.

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

Hi hun the casino reached out to me it’s been resolved and they are honoring the winnings and the funds have been returned to my account so you can mark the case resolved . Thank you very much for you time up to this point !

Dear Vanillagorilla22,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru