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

I made a withdrawal of 0.15 bnb, about $70. They asked me to send my ID for verification, then sent me an email saying it was verified and I could withdraw without issue. When I requested a second withdrawal, they closed my account (minutes after telling me it was verified). I contacted them directly via email, stating that I hadn't violated any of their terms and asking them to specify which one I had. They then blocked my emails. I wrote to them from another email address, and they created more obstacles to avoid paying me the $500 they still owe me.

Realice una retirada de 0.15bnb unos 70 dólares me pidieron enviar DNI para verificar después me enviaron un correo que estaba verificado y que podía retirar perfectamente y al solicitar una segunda retirada me cierran la cuenta (minutos después de indicarme que está la cuenta verificada correctamente)directamente hablo con ellos desde el email indicándole que no he incumplido ningun término suyo que me indique cuál he inclumplido y me bloquean los email, les escribo desde otro email y me ponen más trabas para no abonarme la cantidad 500 dólares me han dejado a deber

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Dear inforj,

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.

• Could you please advise how long you were a player at the casino (approximate date of registration)?
• When you passed account verification, which documents were you asked to provide during the process?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Jean

So I went into the casino and registered within 1-2 days of my registration, since this happened to me.

They asked me for my ID, which I provided, and shortly after they sent me an email indicating that everything was correct and I could withdraw. However, when I tried to withdraw for the second time, they denied the withdrawal.

Place live roulette bets, especially on everything.

I didn't balance the balance with any bonus; it was just deposited money.

Pues entré al casino y me registre desde que me pasó esto 1/2 días máximo de mi registro

me pidieron DNI el cual aporte y al poco me mandaron un email indicando que estaba correcto y ya podía retirar y al retirar por segunda vez me denegaron la retirada

relice apuestas en vivo ruleta sobre todo

no realicé el saldo con ningún bono, solo fue dinero ingresado

I've written them several emails indicating when they're going to pay me and I've spoken to them via chat to get an explanation, but they keep giving me the runaround and it's been almost a week without a response.

Les he escrito varios correos indicando cuando me van a pagar y hablándoles por el chat para que me den una explicación y me dan largas y llevan casi una semana sin responder

Good morning, I'm waiting to hear back. If you need more information, I'll provide it to help resolve the issue. Thank you, I'm still waiting. Best regards.

Buenos días estoy a la espera si necesitan más información se la facilitaré para solucionarlo gracias sigo a la espera un cordial saludo

Dear inforj,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka, (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Thank you very much for your attention. If you need any information, please let me know and I will provide it.

Thank you for your work.

Warm regards, thank you

Muchas gracias por su atención si necesitan cualquier información indíqueme y se lo facilitaré

gracias por vuestro trabajo

un cordial saludo gracias

Dear inforj,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Mega Dice Casino representative to join this conversation.

Dear Mega Dice Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

I am writing to you again to request a clear and definitive answer regarding the date on which my withheld earnings will be paid.

To date, I have not received any objective evidence or concrete explanation demonstrating that I have violated any of the platform's Terms and Conditions. Furthermore, I have not been informed which specific section of the Terms and Conditions I allegedly violated.

I have used my account in good faith and in accordance with the Terms and Conditions published by MegaDice. Therefore, I believe there is no justification for withholding my funds.

Therefore, I request that you confirm in writing the exact date on which my earnings will be paid.

Thank you in advance for your attention, and I hope to receive a response as soon as possible with confirmation of the payment date.

Sincerely

Me dirijo nuevamente a ustedes para solicitar una respuesta clara y definitiva sobre la fecha en la que se procederá al abono de mis ganancias retenidas.

Hasta la fecha, no he recibido ninguna prueba objetiva ni explicación concreta que demuestre que he incumplido alguno de los Términos y Condiciones de la plataforma. Asimismo, tampoco se me ha indicado qué apartado específico de los Términos y Condiciones habría incumplido.

He utilizado mi cuenta de buena fe y conforme a los Términos y Condiciones publicados por MegaDice. En consecuencia, considero que no existe justificación para mantener retenidos mis fondos.

Por ello, les solicito que me confirmen por escrito la fecha exacta en la que se realizará el pago de mis ganancias.

Agradezco de antemano su atención y espero recibir una respuesta a la mayor brevedad posible con la confirmación de la fecha de pago.

Atentamente

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.

Hi there,

We would like to inform you that the player has breached our T&C. Relevant evidence has been sent to CasinoGuru for review.

Kind regards,

MegaDice Casino Team

Dear inforj,

We were able to review evidence provided by the casino, and unfortunately, it confirms a third-party involvement during your verification process.

Players must complete verification using their own identity and without third-party participation. As this represents a serious breach of the casino’s account and verification rules, we cannot request the casino to restore the account or pay the confiscated balance.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Thank you for your understanding.