CasinoMega - La solicitud de retiro del jugador fue rechazada.

I recently opened an account here, deposited, played a little, and requested a payout. They asked for documents, I sent them, and the account was quickly verified. But, the money has not arrived in my wallet. About a week later, the payment was canceled, and the withdrawal was blocked. I don't know why, because they don't answer my emails. Help, please, to understand.

Недавно открыл здесь счет, задепил, немного поиграл, и запросил выплату. Попросили документы, я их отправил, и счет быстро верифицировали. Но, деньги на мой кошелек так и не поступили. Примерно через неделю выплату отменили, и вывод заблокировали. Причину я не знаю, так как на мои письма не отвечают. Помогите, пожалуйста, разобраться.

Hello rokita555,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CasinoMega. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account is verified, the bonus was not taken.

Didn't quite understand the last answer from Nick . Who is this anyway? If this is a representative of the casino, and he gave such an answer without explaining the reason!!!, then how can such a casino have such a high rating from you, and not 1.1?

Счет верифицирован, бонус не брал.

Не совсем понял последний ответ от Nick. Это вообще кто? Если это представитель казино, и он так дал ответ без обьяснения причины!!!, то как такое казино может иметь у вас такую высокую оценку, а не 1.1?

Hello rokita555,

I'm a casino.guru representative. Could you please answer to all my previously asked question?

Thank you rokita555 for the provided information. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear rokita555,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a CasinoMega representative to join this conversation and participate in the resolution of this complaint.

Dear CasinoMega,

Could you please state why the player's withdrawal has been cancelled and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Sorry Stefan, I didn't quite understand your answer. Please explain in more detail.

Извините, Стефан, я не совсем понял ваш ответ. Обьясните, пожалуйста, подробнее.

Dear rokita555,

Firstly, we would like to thank you for bringing this matter to our attention.

Be advised that our Support Team has sent you an email regarding your query requesting some additional information.

Please provide the requested information so we can look into resolving the matter and instructing a payout of your funds.

We look forward to hearing from you.

Kind regards,

CasinoMega Team

Dear rokita555,

Please follow the casino's instructions and let me know once you provide the casino with the necessary information.

I am looking forward to your response.

Kind regards,

Stefan

Hello. This casino sent an email asking me to send my crypto wallet number:

So I was denied access to my account.

All requested information has been sent.

Здравствуйте. Данное казино прислало письмо с просьбой выслать номер моего криптокошелька:

Так-же мне закрыли доступ к моему счету.

Всю запрашиваемую информацию отправил.

Dear rokita555,

Thank you for the provided information.

Please note that we have contacted you via email regarding your account, informing you that unfortunately your country of residence is not supported on our system and therefore your account has been closed.

Additionally, be advised that your funds have been refunded last Friday to the provided crypto wallet ID.

Thank you once again for bringing this matter to our attention.

Kind regards,

CasinoMega Team

Dear rokita555,

Have you received the payment to the provided crypto wallet?

I am looking forward to your response.

Kind regards,

Stefan

Hello. This casino transferred $82 to my account, which is a small part of what was in my account. To be more precise, I received less than half of my money. I have an assumption that the casino paid me the amount of the deposit made to the account, and confiscated all the winnings. I would like to know the reason. Maybe I don’t understand something, and this is the only casino in the world where you can’t win according to the rules of this casino? I look forward to an answer.

Здравствуйте. Данное казино перевело мне на счет 82 доллара, что является небольшой частью от того, что было на моем счету. Если быть точнее, то я получил менее половины своих денег. У меня есть предположение, что казино выплатило мне сумму депозита, внесенного на счет, а весь выирыш конфисковало. Мне хотелось-бы узнать причину. Возможно я что-то не понимаю, и это единственное в мире казино, где выигрывать нельзя согласно правилам этого-же казино? С нетерпением жду ответа.

Dear CasinoMega,

Could you please explain to rokita555 why he hasn't received the full amount?

I am looking forward to your response.

Kind regards,

Stefan

Dear rokita555,

Thank you for your response.

Be advised that our support team should have sent you an email regarding the matter on the 1st of December with more detail.

Please note that after completing the verification process, it has become apparent that you reside in a country which is no longer supported on our system. Therefore we have refunded your lifetime deposits to the provided payment instrument.

We hope this information is helpful to you.

Kind regards,

CasinoMega Team

Hello dear Megacasino. I would like to remind you that at the time of my registration, my country was included in the list of countries for registration. In the future, you accepted bets from me, respectively, you understood that you were accepting bets from my jurisdiction.

Therefore, I ask only a little from you: provide me with a paragraph of your rules, where it is clearly stated that you can change your rules if the client wins any amount, if this client officially registered with you, after that you changed the rules under themselves, and decided to exclude certain jurisdictions from the registration list. Even in this case, I need a clause of your rules that you cannot pay out exactly the "winning" to a client who has registered with you "officially", but "after the fact", after all the winnings, you decided to exclude this country from your list . I repeat: I do not need unsubscribes, I need a clear answer in the form of a paragraph of your rules.

Also for kazino azov, I would like to draw your attention to the fact that this is not the first time I have encountered such a problem from a game provider with this license.

Здравствуйте, уважаемый Megacasino. Хотелось-бы вам напомнить, что на момент моей регистрации моя страна входила в список стран на регистрацию. В дальнейшем вы принимали от меня ставки, соответственно вы понимали, что принимаете ставки из моей юрисдикции.

Поэтому прошу от вас лишь немногого: предоставьте мне пункт ваших правил, где четко прописано о том, что вы можете поменять ваши-же правила в случае выигрыша клиентом какой-либо суммы, если данный клиент зарегистрировался у вас официально, после этого вы поменяли правила под себя, и решили исключить некоторые юрисдикции из списка на регистрацию. Даже в этом случае мне нужен пункт ваших правил о том, что вы не можете выплатить именно "выигрыш" клиенту, который прошел у вас регистрацию "официально", но "постфактум", уже после всех выигрышей, вы решили исключить данную страну из своего списка. Повторю: мне не нужны отписки, мне нужен четкий ответ в виде пункта ваших правил.

Так-же для kazino azov, мне хотелось-бы обратить внимание, что я не в первый раз сталкиваюсь с такой проблемой от поставщика игр с данной лицензией. 

Greeting all,

Thank you for the provided information.

As the player mentioned, he registered when his country was among the allowed countries.

From our point of view, the player should be eligible for his winnings.

I am looking forward to your response.

Kind regards,

Stefan

Dear rokita555,

We hope you are doing well.

We would like to inform you that after a thorough review of your case we’ve sent the remaining funds to the previously provided payment instrument.

With this we would like to consider this matter as resolved. Thank you for bringing it to our attention.

Kind regards,

CasinoMega Team

Dear CasinoMega,

Thank you for the provided information and for complying with the situation.

Dear rokita555,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Hello. Yes, I received money from the casino. I would like to say a huge thank you to kazinoazov. If not for your help, I would not have seen the money. Still, I think that the assessment of this casino needs to be lowered. It turns out that any player who does not have access to your resource may simply not receive their money.

I will also leave a negative review about the game in the casino.

Thank you again.

Здравствуйте. Да, деньги от казино я получил. Огромное спасибо хотелось-бы сказать kazinoazov. Если-бы не ваша помощь, то денег я-бы не увидел. Все-же считаю, что оценку данному казино нужно понизить. Получается, что любой игрок, который не имеет доступ к вашему ресурсу может просто не получить своих денег.

Так-же мною будет оставлен негативный отзыв о игре в казино.

Спасибо вам еще раз.

Dear rokita555,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan