MegaFaraon Casino - Player's account was blocked and winnings were confiscated.

They invented the rule that prizes are not paid with bets greater than $150, I played a couple of times before in this casino, and they never told me about it, that regulation was never present. They refused to pay me a large percentage and blocked me from the networks and WhatsApp. They blocked my account so I can't log in again, but luckily I took a video capture earlier to show how much I won.

Dear roolopez1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I reviewed the terms and conditions on the casino website and I found this https://megafaraon.com/:

The Company has the right to limit the maximum bet for a particular event, as well as to limit or increase the maximum bet for specific persons without explanation.

The amount of maximum bet is not specified in general terms and conditions.

Our position on enforcing max bet rules can be found here: https://casino.guru/fair-gambling-codex-for-casinos#max-bets

Could you please advise which bonus exactly have you redeemed and what were the promotional terms and conditions?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

That rule was never notified in advance, if it is part of their conditions, they are supposed to notify it beforehand so that the client is aware. When they told me, they uploaded a screenshot to the state that had never been uploaded before, and neither had Instagram. It should be noted that in one of their publications they say that they pay regardless of the amount. Many casinos may use this rule, it seems good to me, but if I am not informed and I did not receive sufficient arguments or evidence, I am entitled to claim my won money.

The bonus was from the Cosmic Cash game in pragmatic, a sum of money accumulated with free spins, with a bet of $160 (not the maximum) having won by filling all the boxes except 2, my money was multiplied x25, and I also won the minor (8000) and mini (3200)

Thanks for your reply and for your email messages.

If the max bet wasn't precisely indicated, or enforced by software, we would agree, your winnings should be honored.

Could you tell us if any terms and conditions specific to the bonus were present when the offer was granted to you? Could you provide us with a screenshot of this if you find it?

She was never notified, if they had told me, she would not make that bet... besides, the rule was not to bet more than $150 and I bet $160... everything was very strange. In the screenshot that he sent me, the status was uploaded at that moment, a photo created that day because if they check his ig, that photo does not appear in the profile or in featured stories.

Thank you very much, roolopez1, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.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. 

Thank you, have a nice day

Dear roolopez1,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Mega Faraon Casino to join the conversation and participate in the resolution of this complaint.

Dear Mega Faraon Casino,

Can you please provide further information regarding the confiscation of the player's winnings?

Kind regards,

Adam

They blocked me, I doubt they will contact or respond because they have no answers

Dear roolopez1,

I am having trouble finding any contact information for this casino, do you have an e-mail address for them? How have you contacted them in the past?

Kind regards,

Adam

Dear roolopez1,

Unfortunately, we are unable to contact the casino via social media channels. I will search once more for a way to contact them.

Kind regards,

Adam

Dear roolopez1,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side.  It appears that this casino operates without any sort of license, so there is also no regulatory authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam