Mega Win Casino - Игрок считает, что вывод его средств задерживается.

Hello,

I tested this casino and I have to say I'm very disappointed. I deposited almost €300 and then won €572. Right from the start, there were problems with verification; I couldn't upload the last document. Then, two days after I requested a withdrawal, I received an email from Skrill saying the documents were missing. I sent them immediately. And still no response. As long as the verification isn't complete, I won't receive my winnings. The support is no help; I keep having to write emails to which no one responds. I have the feeling the withdrawal is being delayed on purpose so that it can be canceled. I'm not receiving any updates or anything else from the casino. Please help me.

Hallo,

Ich habe dieses Casino getestet und muss sagen ich bin sehr enttäuscht ich habe 300 Euro fast eingezahlt und dann 572 Euro gewonnen. Es fing am Anfang schon an das es Probleme mit der Verfizierung gab das letzte Dokument konnte ich nicht hochladen. Dann nachdem ich die Auszahlung beantragt habe kam 2 Tage später eine Email von Skrill fehlen die Unterlagen ich habe sie sofort geschickt. Und immer noch keine Reaktion solange die Verifizierung nicht durch ist erhalte ich den Gewinn nicht. Der Support ist keine Hilfe, da ich dauernd Emails schreiben soll auf die niemand reagiert. Ich habe das Gefühl die Auszahlung wird mit Absicht verzögert damit man sie abbricht ich erhalte keine Updates oder sonst was vom Casino bitte helfen sie mir

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Vanny2405,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Vanny2405,

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

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru