Mega Dice Casino - La cuenta del jugador ha sido cerrada.

I played in this casino for 2 months. Played dice, limbo and made bets. While I was losing, the money was always withdrawn quickly. As soon as I won something, the withdrawal was cancelled. They asked me to go through verification. I sent them a photo of my passport, a selfie with my passport, and a statement from Raiffeisen Bank by email. Five minutes later my account was blocked.

I was told in the chat that I violated their terms. If I was blocked right after I sent the documents, it means they didn't like my documents. I swear that I sent my original documents. I can send this letter with the documents to you personally by email. So that you can make sure that these are the original documents. I am ready for any checks. I am in complete despair. This is unfair.

Dear redinaa, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Mega Dice Casino.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Have you provided all the required documents as soon as possible and in the correct format?
• Have you played with a bonus or your own real money?

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

Best regards, 

Natalia

Yes, all the documents were in the right format. (I can forward this letter to you with my documents.).

I played with my own money. There were no bonuses.

They don't want to say anything. They answer with templates. It's total chaos.

Thank you for your response, redinaa. Has the casino informed you what specific term you have breached?

It will help us if you share the documentation you provided to the casino. Could you please also forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post it here.

Thank you in advance!

This is what they answered me in the chat

I play in many casinos. And I always successfully pass verifications:

I sent them emails, they don't respond.

I have sent you a copy of the email I sent for verification at the casino by email.

Thank you very much, redinaa, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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 redinaa, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the KYC procedure and requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Mega Dice Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been blocked and the winnings confiscated? I would also appreciate if you could provide us with any and all relevant evidence. In case of sensitive information that you can't share over this thread, any and all evidence/explanation can be sent to me directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi there,

Following a detailed internal review, the account was found to be in violation of our Terms and Conditions and was therefore permanently closed.

Relevant evidence has been sent to matej.l@casino.guru for their review.

Best regards,

Mega Dice Casino Team

Dear Mega Dice Casino Team, I would like to thank you for the prompt response, and the evidence provided. Could you please clarify which term exactly has been violated, and resulted in the balance void out? Thank you.

EDIT: If necessary, you can reply to my question via e-mail as well

Megadice, why did you steal all my winnings? What exactly did I violate? I have never had problems with other casinos. I have always passed all verifications. I sent you my passport, selfie and bank statement. What is the problem?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have received an e-mail from the casino with evidence. I will post an update as soon as I review it.

I have passed verification in another casino. All my documents were accepted

What is the problem with megadice casino?

I sent this package of documents to megadice. In 5 minutes they blocked my account. I am ready for any checks. I can talk to them on video. What did I violate?

Dear redinaa, I have reviewed the evidence provided by the casino, and I think the issue is that you have used two different passports for your verification. Since they look different, I believe the casino locked your account as a precaution against fraud.

Dear Mega Dice Casino Team, since Russian nationals have two types of passports - one that serves for international travel and one as a domestic ID proof - and both ones provided by the player look legitimate - would you be willing to schedule a verification call with the player, so she can show you both passports, and answer any additional questions your KYC team may have? I believe this way the account can get verified and unblocked.

Yes, I have 2 passports. 1 national passport. 2 international passport. If necessary, I will take a photo of both passports together. Or show the passports on video. I do not understand what the problem is and why it was necessary to close the account.

Hi there,

We have sent the additional evidence to matej.l@casino.guru.

Best regards,

Mega Dice Casino Team

Can you send me your proof? I don't understand how you can just take all my money? Did I deceive you or what? Why do you treat your customers like this?

Dear redinaa, since the casino is sharing internal files and security procedures, I am not able to share the messages with you. However, it was confirmed the passports were not the problem, and I have asked for further evidence of the issue the casino has. Depending on the answer, we'll know what steps to take going forward and I will keep you updated as soon as I hear back.

Hi there,

Following an internal review, and in line with our procedures, we’ve decided to make an exception in this case. The account has been reopened and the funds returned.

Best regards,

Mega Dice Casino Team

This is fantastic news! Thanks to Mega Dice Casino Team for the re-review of the case, it is much appreciated. :)

Dear redinaa, can you confirm if everything is sorted and the case can be closed as resolved, or if there is anything else to discuss? Thank you.

I still can't withdraw money

Dear Mega Dice Casino Team, can you please let u know what are the next steps? Is another KYC verification needed?

Hi there,

The player should now be able to withdraw without any issues.

Best regards,

Mega Dice Casino Team

Thank you, Mega Dice Casino Team! :)

Dear redinaa, please let us know once you manage to make the withdrawal. I will keep the complaint opened until you confirm you have received all the money, and that everything is OK.

They paid. Thank you

Dear redinaa,

I'm happy to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the Mega Dice Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. :)

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Matej

Casino.Guru