Mega Dice Casino - El retiro del jugador se retrasa debido a problemas de verificación.

I made only one sport bet at their site. Then they cut betting limits and I decided to wthdraw money.

During the week I sent them two bank statements (one on paper and one in English).

Then I sent two internet bills (Oct in PDF and Nov on paper).

They reject all of them without explanation and no reason.

I rent the flat where I live, so internet bill is one and only I can provide. All others are on the name of the flat owner.

They rejected to pass my verification.

This is malicious abuse from their side.

Please help me to return money, 1842 USD.

Dear Basquo,

Thank you very much for submitting this complaint. I am sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which address you submitted to your casino profile? Was it your permanent address or your current residential address?
• Did you use the same address in your casino profile as the one submitted in your verification documents?
• Do you have any additional documents that could serve as proof of address, such as a rental agreement or utility bill?
• Were all your other documents successfully verified during the KYC process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I have provided my current residential address.

Yes, this address is indicated in the casino profile.

I have a lease, but the casino doesn't ask for it. No other utility bills.

I cannot provide any services other than the provided internet bill, because they are all in the name of

the owner of the apartment.

My suggestion is to provide them with other utility bills from my registered address.

My father's name with the same surname was also rejected by the casino.

Yes, the other requested document - passport - was successfully verified by the casino.

Я указал свой текущий адрес проживания.

Да, в профиле казино указан этот адрес.

Договор аренды у меня есть, но казино его не запрашивает. Никаких других счетов за коммунальные

услуги, кроме предоставленного счета за интернет, я предоставить не могу, потому что все они на имя

хозяина квартиры.

Мое предложение предоставить им другие счета за коммунальные услуги с адреса моей регистрации

на имя моего отца с той же фамилией было также отвергнуто казино.

Да, другой запрошенный документ - паспорт - был успешно проверен казино.

If you want to verify your account, you cannot provide a document to the casino without your name on it. You need to provide evidence that you are living at the address you submitted to your casino profile.

Please send me the documents you provided to the casino as your proof of address at veronika.f@casino.guru. Thank you for your patience and cooperation.

I sent you two documents submitted to the casino by email.

Both were issued in my name and rejected.

All other casinos accept these documents, especially a bank statement in English.

Я выслал вам на почту два представленных в казино документа.

Оба выпущены на мое имя и отвергнуты.

Все остальные казино принимают эти документы, особенно банковскую выписку на английском языке.

Thank you very much, Basquo, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to inform you that last week I sent a document from the bank to the casino in a slightly different format and it was fortunately accepted. Verification is complete, I received the payment. The case is closed.

Хочу сообщить, что на прошлой неделе я отослал в казино документ из банка немного в другом формате и он был к счастью принят. Верификация завершена, я получил выплату. Дело закрыто.

Dear Basquo,

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

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

Best Regards,

Kubo