Megaslot Casino - Player’s struggling to complete the account verification.

So I registered on the megaslot site this morning. I won 430e making two withdrawals 330e and 100e. Today they received a message that they were canceling the withdrawal when they needed a picture of the bank statement showing my address and bank. I had already uploaded a photo of my passport, electricity bill and a photo of the money transfer to the game account from my bank account last night. Now the site won't let me log into the site anymore, claiming that I don't have a game account. I tried to see if it would help if I transferred to their site. Yes, 20e left my account but didn't let me log in to the site = the money disappeared like ashes in the wind. How should I act to get my winnings and the 20e I lost in the transfer

Dear Ferox86,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your last deposit seems to be the only obstacle standing between you and your winnings? Since the account seems to be blocked, could you please advise if you have tried to log in from a different device?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Well, I was able to log in now when they posted the link and my account has been verified. But again they canceled the withdrawal of my winnings citing something that didn't open to me now thanks to my poor English skills

Thank you, Ferox86, for the update. I have checked the terms and conditions, and this is what I found (here):

"Any deposit has to be wagered 3 times (player must place bets three times of their deposit amount) before the withdrawal of funds connected to this deposit is available. In case several deposits were made with no gaming activity, player has to wager the total amount of these deposits prior to withdrawal. Otherwise the Casino has a right to charge a fee for the procession of deposit and withdrawal, which is at the sole decision of the Casino."

It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All the serious and licensed casinos have to comply and follow these policies.

Please let us know if this explanation was satisfactory. Looking forward to hearing from you.

Dear Ferox86,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.