Megaslot Casino - Verification process delays player's withdrawal.

Hello

I have been having an issue with the N1 Interactive group, specifically more so Megaslot

it has been going on for a few weeks and the verification requests are just getting more and more out of hand. I tried to attach a screenshot of the latest request but it doesn't seem to let me so will paste below.

"

Dear Edgar,

For additional verification of your account, we would ask you to upload the following documents to your profile (Documents tab):

- a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, a salary statement, proof of business ownership, selling a property, an inheritance payment, a divorce settlement, etc. (for the last 6 months)

- a detailed PDF bank statement showing the flow of funds coming from this income (the origin of funds) being credited to your bank account for the last 6 months or more.

- a document (or documents) showing the flow of funds on the account (the last 6 months) that you have used for deposition in our casino. It can be a PDF bank statement, e-wallet statement for the last 6 months. We need to see all transactions made by using these bank / e-wallet accounts (we need to see all transactions made, not only the deposits to our casino).

Waiting for your response,

Best regards,

Megaslot Casino Support Team"

Over €750 just seems very ridiculous, considering I have already sent them countless of documents already.

I don't care if they want to close my account but I would at least like to have my pay out that I have fairly won.

Edgar

Dear ebergs344,

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 take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

You can forward any relevant communication to petronela.k@casino.guru.

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,

Petronela

I have been using Megaslot without issue since around February 2023. Since then I have had a couple of simple KYC requests which I happily compiled with and been verified every since. As you can see by the screenshots, they have paid out multiple winnings to me over the months without a problem but over the last few weeks their requests have started to be way to invasive asking about where basically every euro I have has come from. I have already shown them where the funds came from but are now demanding 6 months of funds that don't even have a connection to their website.

Hi ebergs344,

• Could you please advise if you provided all the requested documents to the casino?

I understand that the requests may appear exaggerated, but it is not uncommon for casinos to conduct a comprehensive investigation and verification process if they deem it necessary.

Thank you.

I haven't provided the information that is included in the screenshot as I thought it was over the top but everything they've asked for before that yes I have.

Hi ebergs344,

I understand your concerns, but it's important to cooperate with the casino, even if their request for the mentioned documents may seem excessive. Once you've provided all the necessary documents, there shouldn't be anything preventing you from accessing your winnings.

Please keep me updated on any further developments.

Thank you.

I completely understand that and I have done so as I have provided what they needed, but I don't support the fact that they latest request is fair. I have shown where the funds came from to deposit to their site but all this demand to see basically where every single cent I make comes from is just unfair in my opinion.

Thank you very much, ebergs344, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear ebergs344,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Megaslot Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

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.

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. 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 Malta Gaming Authority (support.mga@mga.org.mt or https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Dominika

Casino.Guru