Mega Dice Casino - La cuenta del jugador ha sido cerrada después de una solicitud de retiro.

Hello,

I deposited 80 euros, the site has a tournament where you can win money depending on your placement. I won 800 USD in this tournament. I requested a payment for this amount. The site wanted an address confirmation which I submitted on Friday September 20th. this was confirmed today. However, the payout was rejected and the account was blocked. When asked, the site says these are internal decisions. please for help.

Dear ksivrikaya,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you only had winnings from the tournament in your casino account?
• Could you please advise if you participated in a free or paid tournament?
• Was this the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Hello,

So in the account was the money that I had deposited and then the winnings from the tournament.

I then paid this out afterwards.

I took part in another tournament and continued playing with my winnings.

I did not pay out this second win because my address was still being verified.

The tournament I participated in was free.

and my account was blocked immediately after successful verification of the address and the payout was refused.

thank you very much in advance.

Hallo,

also auf dem Konto war das Geld das ich eingezahlt hatte und dann eben der Gewinn aus dem Turnier.

Dies habe ich dann anschließend ausgezahlt.

Habe bei einem weiteren Turnier mitgemacht und da mit dem Gewinn noch weitergespielt.

Diesen zweiten Gewinn habe ich nicht ausgezahlt da ich hier noch in der Adressprpfung war.

Das Turnier an dem ich teilgenommen habe war kostenlos.

und mein Konto wurde direkt nach erfolgreicher Prüfung der Adresse gesperrt und die Auszahlung verweigert.

vielen Dank schonmal.

Hello,

So in the account was money that I had deposited and the winnings from the tournament. I withdrew 800 and took part in the second tournament with the rest. I then continued playing with the winnings from the second one.

The tournament is free, but you get points that you didn't get from real money bets and depending on your placement you get money from the site.

So I got the placement through real money betting.

Hallo,

also auf dem Konto war Geld das ich eingezahlt habe und der Gewinn aus dem Turnier. Da habe ich 800 ausgezahlt und mit dem Rest am zweiten Turnier teilgenommen. Mit dem Gewinn aus dem zweiten habe ich dann weitergespielt.

Das Turnier ist kostenlos, allerdings hat man hier Punkte bekommen die man nicht Echtgeldwetten bekommen hat und je nach Platzierung hat man das Geld von der Seite bekommen.

Also habe ich durch echtgeldwetten die Platzierung bekommen.

Thank you very much, ksivrikaya, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, ksivrikaya,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Mega Dice Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been closed and winnings/funds confiscated? Is he eligible for a deposit refund? If not, why?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hi there,

After a thorough investigation, it was determined that the player's account activity violated our terms and conditions, specifically regarding the misuse of promotional offers.

As a result of these violations, the bonus funds associated with the player's account have been confiscated, and the account has been closed in accordance with our terms.

Kind regards,

Mega Dice Team

Thank you for your response and clarification, Mega Dice Team.

Unfortunately, we cannot consider it sufficient if the casino confiscated his entire remaining balance or winnings.

"Is he eligible for a deposit refund? If not, why?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru)."

Thank you. Looking forward to hearing from you.

Hi there,

We would like to inform you that we have sent all the relevant evidence and clarification regarding this case to your provided email address. Thank you.

Best Regards,

Mega Dice Team

Dear ksivrikaya,

The casino provided me with sufficient evidence supporting their claims and decision, so we were able to come to a final decision regarding the case.

After gathering and reviewing all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - I recommend you go through the casino's rules in section "17. Fraud" in their General Terms and Conditions, available HERE.

In addition, the breach and prohibited play relate to sports betting play. As you might know, our forum deals with complaints about online casinos only. Therefore, we do not have enough insight to take on this kind of issue, and cannot sufficiently review the allegations related to sports betting play. However, even if we currently do not handle sports betting-related issues/complaints, based on all the provided information and details, it is clear you abused the casino's system by playing/exploiting a loophole and gained an unfair advantage while accumulating your disputed winnings.

If you are not satisfied with the complaint solution, I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, ADR (if there is any stated in the casino's Terms and Conditions), or directly to the gambling authority the casino is regulated by.

Thank you very much, Mega Dice Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru