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

Ich habe ein Konto bei Megaslot. Am 23.10.2022 habe ich 20€ per Paysafe-Card eingezahlt und anschließend gespielt. Es summierte sich ein Betrag von ca. 2000€ auf, den ich mir teilweise auszahlen lassen wollte. Für die geforderte Verifizierung geforderte Unterlagen haben ich hochgeladen und diese wurden akzeptiert. Die nochmals beantragte Auszahlung wurde wieder abgelehnt (siehe Anhang). Es ist doch total widersinnig bei einer Paysafecardzahlung derlei Nachweise einzufordern. Das grenzt doch schon an Betrug.

Dear worthi,

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 the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Das Problem ist, dass man von mir noch eine Bestätigung der Paysafe-Card-Einzahlung haben will. Wie soll das gehen?

Hier noch ein paar Infos zu dem Vorgang.

Die Konto-Verfifizierug war abgeschlossen. Für die von mir gewünschte Auszahlung verlangt man von mir einen Nachweis für die Einzahlung von 20 € am 23.11.2022. Das verstehe ich nicht, denn ich habe eine e-mail von Megaslot über die Verbuchung erhalten. Wie soll ich bei Paysafe-Card-Zahlung den geforderten Nachweis Name, Zeit u. Konto erbringen?

Insgesamt ist es alles sehr ärgerlich. Da hast du mal ein bisschen Glück u. dann wirst Du auch noch betrogen. Da kann ich die guten Bewertungen nicht nachvollziehen.

Ich hoffe von Euch zu hören und bedanke mich herzlich.

Thank you very much, worthi, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi worthi,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Megaslot Casino to the conversation to participate in the resolution of this complaint.

Hello worthi,

I understand that the situation is confusing, and you may be frustrated. So let's make everything clear.

We're the licensed casino and operating accordingly to the license rules. Full verification of the player's account includes verification of identity, address, and payment. If you check the "Verification" tab of your profile, or just look at the first screenshot you sent, you'll see that there are two fields for uploading documents. The first one is for the HooYu service that accept proves of identity and address, the second one is for the payment verification. And if you look at the second screenshot, you'll see that HooYu service has accepted only identity and address documents, and verified them. After that the service uploads these documents to our system, where we check if all the needed documents are here, and then we request the additional documents such as payment proof. This is the process we follow. 

As for the notification about the accepted deposit on the fourth screenshot from you, this is just the system notification that confirms that you made successful deposit to our casino. It can't be considered as proof of payment. To confirm the payment, you should upload documents from the bank. 

You can always email us at support@megaslot.com, or you can use live-chat on our website, we work round the clock and will be happy to help you with any question. 

Best regards

Megaslot Casino Team

Hallo Peter,

habe die Antwort von Megaslot erhalten.

Das Casino akzeptiert die Zahlung per Paysafe-Card. Das Procedere bei der Paysafe-Card ist doch folgendermaßen:

1. Ich kaufe gegen Barzahlung einen 16-stelligen Zugangscode (Tankstelle, Supermarkt etc.)
2. Ich zahle bei Megaslot mit dem Zugangscode den entsprechen Betrag ein.

Es ist keine Bank involviert. Folglich ist es unmöglich einen Bankbeleg beizubringen.

Ich empfinde die Antwort von Megaslot als Frechheit u. Verhöhnung. Schade nur, dass man solchen Betrugsmaschen anscheinend wehrlos ausgeliefert ist.

Hi all,

Thank you for your replies.

Dear Megaslot Casino Team,

How exactly should worthi prove his payment since he made the deposits using a Paysafe card? Since the casino accepts payments via Paysafe card it must be aware of the fact that there's no bank statement available for this type of deposit.

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.

Hi worthi,

Unfortunately, the casino stopped responding entirely. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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. In the meantime, I recommend you contact the Pogg – the casino's alternative dispute resolution service (https://thepogg.com/submit-complaint/), and submit a complaint to them. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Megaslot Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello worthi,

First of all, please accept our apologize for the long waiting for our respond.

As we have written we are a licensed casino that follows all the rules and conditions regarding the KYC process.

In order to verify this method you had to provide the confirmation of the deposit from your Paysafe account with deposit details and confirmation of this account with your profile details, which as we can see you have provided. As you have earlier provided the confirmation of the Paysafe account, we have expected the confirmation of the deposit exactly from the Paysafe account. And we have not received the information that the deposit was made using voucher.

If you have used the Paysafe voucher to make the deposit, you had to provide a cheque confirming this purchase.

All these information needed for the security reasons. We should understand that the deposit was made from the payment method that belongs to you, not to third party. We care about security of our players and their accounts.

In such cases you should contact us directly, we will always help you and try to find the solution for the issue you have faced.

You can contact us via the email at support@megaslot.com, or via live-chat on our website, we work round the clock and will be happy to help you with any question.

Best regards,

Megaslot Casino Team

Dear worthi,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.