Mega Casino - Выигрыши игрока исчезли.

Hello people,

I've been messing around with the support for 1 year now and still don't get an answer why send my money to Perso, a photo of me, proof of invoice and even the required certified copy of my ID that I had to get extra from the city, not my winnings is paid out. The money was on it as long as you checked the data and was then removed without specifying a reason except for € 100.23. I had received an email from them beforehand asking if they could not mention me in their newsletter and if I could not answer a few questions about what I would do with the money, whether it was my biggest gain or how I was doing with it. I sit in front of the computer for 2 hours until support joins my chat and then it always says the responsible department would contact me, which never happens. I mean if you knew at least one reason why why why ok I even think the least but why then the congratulations and the newsletter stuff beforehand if you put it in again anyway because of reasons that I don't know. I would be really grateful for help or good advice, as long as you just keep your nerves and opportunities out.

Servus Leute,

Ich schlage mich jetzt schon 1 Jahr mit dem Support rum und bekomme immer noch keine Antwort wieso mein Geld nach Perso hinschicken,Foto von mir ,Rechnungsnachweis und sogar der verlangten beglaubigte Kopie von meinem Ausweis den ich bei der Stadt noch extra holen musste mein Gewinn nicht ausgezahlt wird. Das Geld war so lange sie die Daten geprüft haben drauf und wurde dann ohne Benennung eines Grundes entfernt bis auf 100,23€. Ich hatte vorher von denen noch eine Mail bekommen ob sie mich nicht in ihrem Newsletter erwähnen dürfen und ich nicht ein paar Fragen dazu beantworten könne wie was ich mit dem Geld machen würde, ob mein größter Gewinn ist oder wie es mir damit geht. Ich sitze 2 Stunden vorm Rechner bis ein Support in meinen Chat joint und dann heißt es immer die zuständige Abteilung würde sich melden was nie passiert. Ich meine wenn man wenigstens einen Grund wüsste wieso weshalb warum ok finde ich sogar das mindeste aber wieso dann vorher die Glückwünsche und der Newsletter Kram wenn sie es eh wieder einstecken wegen gründen die ich nicht weiß. Ich wäre um Hilfestellung oder einen guten Rat echt dankbar solangsam bleiben einem einfach die Nerven und Möglichkeiten aus.

Dear Jan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Thank you for your email. I see that in one message you mentioned a free spin bonus. I know that you said you didn't play with any bonuses, but the support claims you breached the bonus T&Cs. Just to make sure - would you be so kind and confirm you didn't win the disputed amount playing with these free spins? Could you please forward me the rest of this conversation?

Thank you very much Jan for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hello Jan,

I looked at your complaint and will do my best to help you. I would like to invite Mega Casino into this conversation. Casino, can you please specify what is the problem with the player’s winnings?

We would like to ask the Mega 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Malta gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.     

Dear Jan,

casino representative has contacted me with some information. You've used a bonus with a max. cashout 100. They needed your utility bill to complete the account verification but they promised to overlook this and you can ask for a withdrawal of your remaining balance what is 104.48.

Let me know when you'll receive your winnings, please.

Dear Jan,

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

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

The player can reopen this complaint anytime.