Mega Casino - El jugador enfrenta un problema de retiro.

I'm trying to make a withdrawal but I can't, I've already sent my documents and so far I haven't been able to withdraw.

Estou tentando fazer um saque mais não consigo já mandei meus documentos e até agora não consegui fazer o saque.Quando faço o depósito é rápido sem problema mas na retirada não consigo.alguem pode ajudar?

Dear Moacir2026,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Were your winnings accumulated with or without an active bonus?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi There,

I checked this for you and see we need to verify your address details. The previous proof of address you uploaded was not within 3 months.

I see you have now played all funds on your account, however, if you wish to make a withdrawal in the future, we will need a document from you.

Please upload a copy of a Utility Bill (Gas, Electricity, Telephone Bill, Mobile) or Bank statement showing your name, address & date and not older than 3 months to your account and once this is verified, you will get a confirmation email and be able to request a withdrawal when you are ready.

Thanks for understanding.

Thank you very much, Mega Casino team, for the clarification.

Dear Moacir2026,

Please follow the casino's instructions to verify your account for any further withdrawals. However, since it seems as you played down all your winnings, I'm afraid we won't be able to help you with this one. Is there anything else we could try to assist you with?

After I spent the money my account was approved Casino Mega's problem is trying to contact the press there is no way to talk to them via live chat

Depois que gastei o dinheiro minha conta foi aprovada o problema do Casino Mega é tentar em contato com a imprensa não tem como falar com eles por chat ao vivo

Hi There,

I also checked this and see that after we responded to this complaint, you uploaded the correct document and then the account was verified, you had already played all the funds on the account before the correct document was uploaded. When you are ready to make a new withdrawal, you should now be able to.

For the future, if for any reason you are unable to request a withdrawal of your funds, there are options in place to help protect your funds while you are waiting to make a withdrawal, just head over to the responsible gaming section of your account to see these options. These are available to all our players at any time and will restrict you from playing the funds until you have withdrawn them.

Thank you for understanding.

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

I regret that I am unable to offer further assistance. Although we were unable to resolve this case, please feel free to reach out to us if you encounter any problems with another casino in the future. Based on the reasons mentioned above, I must reject this complaint. Thank you for your understanding.