Tema general sobre Mega Casino

Hello, do you have a license in Spain? Thank you.

Hey. This casino does have a license in Spain, indeed.

You can find all the relevant information in the review of this casino.😉

Are you a player there, or are you thinking to sign up, perhaps?

I plan to sign up if they have good bonus offers and games.

So, let us know when you check that out. We would like to hear about your experience, for sure.

Hi, I deposited €600 and won €14,000. I contacted them via chat to close my account, and they told me I would lose my balance if I did. In the end, I lost the €14,000 because they didn't inform me properly. I could have closed my account and protected the €14,000. I don't recommend this casino.

Hi, I understand that you didn't want to lose money, and I don't think it's entirely fair that they would take money from you for that. 

But what do you mean when you say they didn't inform you properly, when you also say they told you in a live chat? 

Did this happen recently? 

I would definitely lodge a complaint because it's not normal for them to take your money when you basically want to protect it. 

I had €14,000 and asked about closing my account, and they told me that if I closed the account I would lose the money.

So I waited two days and ended up losing money at the casino.

Then I discovered that I could close my account and get my money back, but they told me via chat that I couldn't, that if I closed it I would lose all my credit.

So why didn't you come right away when they told you and keep playing with the money? If they had told you this, we would definitely have tried to help. The casino also responds to complaints, and I would like to know what they would say about the whole situation. 

I talked to my colleagues and they said they would file a complaint. Usually, when a player loses money, there is nothing we can do to help, but if you lost it because they told you that you would lose it if you closed your account, we might be able to help. 

I can't say for sure, but I would definitely try.

This happened in December, I reported it to the Casino and they told me they would give me an answer in 96 hours, until yesterday they had not responded.

After a week had passed, I filed a complaint with the DGJO of Spain, which is pending registration, so that they can sanction the operator for false information.

Look, I'm going to attach the screenshot of the chat where the agent informed me that I would lose the balance, and his response received yesterday by email.

I believe you should definitely try to file the complaint. Please follow this link and explain everything well.

Hopefully, there will be something we can do.

Will you try it?

Hello, but I already have a complaint filed with the DGJO here in Spain

Oh. In that case, please inform us about the outcome.

I say this because I don't know if I can post the complaint here as well, since I've already submitted it to the DGJO.

You can do so here on the forum. Just a question, though: how is DGJO related to this casino, please? As far as I can see in the review, this casino is not licensed in Spain. Has anything changed, perhaps?

If not, there is a significant likelihood that the national regulator will not conduct an investigation.

I just want to confirm my understanding, thank you.

Of course he has a license in Spain, as his colleague above already stated, but it doesn't matter. I tried to file a complaint and none of your colleagues wanted to approve it either. I don't know how you handle these matters, but I see a lack of organization.

I tried to file a complaint, but it was rejected, saying that I was the one who played the balance and didn't close the account.

How am I supposed to close my account if, when I asked about closing it, they told me I'd lose my money? I don't understand their complaint handling process.

Well, I believe the matter was explained:

"So why didn't you come right away when they told you and keep playing with the money? If they had told you this, we would definitely have tried to help. The casino also responds to complaints, and I would like to know what they would say about the whole situation. 

I talked to my colleagues and they said they would file a complaint. Usually, when a player loses money, there is nothing we can do to help, but if you lost it because they told you that you would lose it if you closed your account, we might be able to help. 

I can't say for sure, but I would definitely try."

This implies that based on information provided in your complaint request, my colleagues could not help. Jaro told you it might not help.

I also could not find any information about the DGJO here on the forum or from other sources aside from a one-year-old post saying, "Hey. This casino does have a license in Spain, indeed."

Based on the current review, there is no such license anymore. Thus my question.

Regardless of the circumstances, I believe that well-intentioned questions deserve an answer, but I will leave that decision to you.

Well, perhaps a bit of context helps:

In casinos there are only two options. Closing an account due to gambling addiction and closing an account. However, casinos are not always capable of closing an account with an active balance, so in such cases the balance can be voided to close the account. Regular players may wait for the balance to be withdrawn and then close the account. Struggling player, who may need an immediate block, however, may face voiding the balance.

There is no middle ground, and addicted players may lose the balance to get blocked instantly.

Health is more important than money when it comes to problem gambling. I imagine this is not easy to accept, though.

You're making that up or generalizing a lot, and that's not good. Each country has different rules, and it doesn't work that way in Spain.

In Spain, there is player protection and playing well.

This means that if a user asks the casino to close their account, the casino cannot lie and say that they lose their balance (in Spain that CANNOT happen).

The casino has an obligation to help you with the closure at the time or protect your funds.

Since they like it so much, or try so hard to be the best casino site, I recommend they have employees from each country and stop generalizing everything they say.