The player's unable to verify his account due mismatching e-mail addresses at his payment provider. The complaint was resolved as the player verified her account and got paid out.
Megaslot Casino - The player's unable to verify his account.
Amount: €98
Megaslot Casino
Safety Index:Above averageSafety Index
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7.5
Megaslot Casino has a Safety Index of 7.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello,
Unfortunately I have to file a complaint here again.
Because of the actually good reviews I had registered at the megaslot casino. To be on the safe side, I verified myself with my identity card and a bank statement, and the documents were approved straight away. Deposited 80 euros and wanted to withdraw 101 euros. A small win. Now I had uploaded two screenshots from my Skrill account as I had done at another N1 Casino and there were no problems. So long story short: My payout was rejected on the grounds that the e-mail address at Skrill was different from the one I used to register at megaslot. Got a huge shock because I've never had problems with it in an online casino. I also deposited via Skrill, at the latest there should have been a hint. Well, I used to have another DSL provider and left this email with Skrill. After a lot of back and forth chatting, megaslot Casino is now giving me huge trouble, even though I've uploaded all the requested Skrill documents and you can see that it's my account. Now the status is that they are telling me that all the documents are there, but that they are having trouble withdrawing my money because it is a different email address than the one I have at the casino. You would have to check something now and I should be patient. So very strange for me. Now where is the problem supposed to be? As I said, I have never had any problems at other casinos with the fact that I now use a different e-mail at Skrill than the one I use to register at the casino. If I had known that now I would of course have changed my Skrillmail already. Can you tell me something or help me get my money? I took pictures of the chat process again and sent an email today and told the casino that I found this very dubious. Do not think that I get my money because of their behavioral tactics.
Many greetings
Annette
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2 years ago
Hello Annette18,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Megaslot Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification ongoing? Were there any other options to withdraw or did the casino offer any? Did they explain why is it an issue to have a different e-mail there?
It shouldn't matter what e-mail you are using at the payment provider at all unless it is your own funds there.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello Nick,
Thank you for your quick response.
So the review has been running since May 24th, 2022. The payment has already been rejected three times. I informed the casino that I used to have a different Internet provider, was with AOL and have not yet changed the email to skrill. Are now with arcor. I also told them that I deposited 80 euros from this Skrill account and that there were no problems. So I think at the latest there should have been a hint. You know yourself that if you want to deposit via Skrill, for example, you will be automatically forwarded to the Skrill account. I'm not a computer or payments guy now but there was no indication from the casino that my Skrill email was different. I was not offered any other payment options. I think it's always the case in online casinos that you should pay out where you paid in. I can also send chat history if you'd like. So supposedly all the Skrill documents that I would have uploaded would be okay now, but it still won't be paid out. Today I also filed a complaint with their supervisory authority - this mag Authority. I just don't want to accept it anymore.
Maybe you know what I should do, it's getting on my nerves. Had problems with the N1 Casino with a payout, but was then solved. But this is very strange.
greeting
Annette
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2 years ago
Translation
Hello Nick,
So today I tried again to withdraw my money. Rejected again. I always get the default message that I should upload the documents from the Skrill account, even though all the requested documents have already been uploaded. I have now again set a deadline by email for tomorrow and said that if I have not received a positive message by tomorrow, I will take legal action. I also said that I wrote to the Malta Gaming Authority to get involved in the case. I really don't know what to do anymore. I don't think I can see my money anymore in this case. Just between us, hiring a lawyer now will end up costing more than it's worth.
Would be grateful for an answer and help.
Many greetings
Annette
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2 years ago
Translation
Hello Nick,
so now I got another reply from the casino that I should upload a skrill document with my name and email address although I have already uploaded these documents twice and three times. The first document I called "Skrillkontoa" shows the Skrill settings with my name, address, phone number and email and Skrill customer number. The second document with "Skrillkontob" shows the transaction history with the deposit to megaslot casino, my name is also visible. The third document "Skrillkontoc" is identical to the document "Skrillkontob" I uploaded twice. The next document "Skrillkontod" is sort of like the "Skrillkontoc" document, with the addition that after clicking my name on the transaction page, my email can be seen again. I was instructed by the casino to do this again. So I really don't know what else they want. All documents except the last one are also accepted. The last one is somehow not edited at all. I uploaded everything via screenshot and the browser line is also visible. On May 26, 2022 I got the message in the chat that all documents for verification had now arrived at the casino. I don't have to do anything anymore, just wait and today comes back with mail that I should upload Skrill documents. So I think that I'm now being consciously harassed.
greetings
Annette
PS: The fact that my Skrill email with which I am registered at Skrill is different from the one I have at megaslot is no longer mentioned.
Edited
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2 years ago
Hello Annette18,
I understand that it might be frustrating to send the same documents over and over again but it is sometimes common in many casinos. As they received your last documents on 26th I would probably wait until the end of this week if they will get approved. If they still won't we will definitely intervene.
We usually recommend to wait 14 days after verification but in this case as you have sent the documents earlier too, a week should be enough for them to process it.
Regards,
Nick
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2 years ago
Translation
Hello Nick,
So yes, I'll do that, I'll wait again until the end of the week. Got another reply from the casino today. Now suddenly all the documents that I have uploaded are sufficient again.
Dear Annette!
As we have checked with the finance department, all the documents you have uploaded are sufficient for the withdrawal. We ask you NOT to delete them from now on. Your case will now be reviewed again and it may take 1-2 days. We apologize for any such inconvenience, but sometimes we need to double check withdrawals as required by our license. Please wait and contact us again if the problem persists after this time.
INITIAL MESSAGE
This is the text of the email. But well, at the end of last week, exactly the same statement was made and then a little later it was said that the documents were not enough again.
But okay, I'll wait again until Friday and then get back to you.
Thank you again for your support.
Many greetings
Annette
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2 years ago
Hello Annette18,
Thanks for the update. Let's hope it will work this time and you will be able to finish the verification. Will set back the timer on you until the next update from them.
Regards,
Nick
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2 years ago
Translation
Hello Nick,
I received a message from the casino last night that my account is now fully verified.
I then instructed my 101 euros to be paid out. So far the payout is still "pending" but I hope they pay it out today. I'll report back tomorrow.
Many greetings
Annette
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2 years ago
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Hello Nick,
aslo I crossed myself three times as they say. Megaslot Casino actually paid out my €101. So the case can now be closed. Maybe one last question: What do you think from your experience, do you think you can keep playing there? My confidence is currently not very high. But you have more experience than me.
In any case, I would like to thank you very much for the support you promised me if it hadn't happened like this.
Many thanks.
Annette
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2 years ago
Hello Annette18,
If your account has been already verified and you also received your withdrawal, there shouldn't be any further issue during the next withdrawals. Even if you would have some problem again you can still contact us and we will try our best to help you.
Best regards,
Nick
