Mega Dice Casino - La cuenta del jugador se ha cerrado inesperadamente.

I have played at over 15 crypto casinos and never had this happen

I have been playing for 2 days and depositing and losing and then i tried to self exclude but they said i had to reach out to talegram to finalise that in email which i never did.

so i plated again tofay and i won, tried to withdraw and they said it wasn't a problem and it would be released shortly and then it wanted me to KYC, that wasn't a problem before but my ID wouldn't go through the verification process.

they said they would put a team on it and email me, maybe 10 min after that my account is gone and nothing is there, I tried to log back in with wallet connect and it wanted me to make a new account

so everything is gone, i took the screenshots seconds before THEY DELETED ALL MY GAMING HISTORY AND TRANSACTION RECORDS

the email it gave me from wallet connect was e2343fe5-5f23-41ae-b53a-26e2c0b64150@autogenerated.mail

Dear con11con,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Mega Dice Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you been given any reason of why your account was closed so abruptly?
• How long have you been a customer in Mega Dice Casino?
• What documents have you provided for your KYC verification, please?

Thank you very much in advance for your reply.

Best regards,

Katarina

here is the response for the closure, so no real answer but atleast they are responding

Since April 29th so only 3 days so I understand it is a weird situation, I have played at some casinos for years but have self excluded from those ones.

this was a relapse for me and so after losing I asked to be self excluded but then when they said I had to use telegram I didn’t do it so went back and played more the next day.

I provided

ID front and back

Selfie with ID

gas bill

then they said that bill didn’t have my address and name but it did, so I also uploaded a electric bill to try and make sure what they had what they needed

them saying that the gas bill didn’t have correct I info was worrying

to prove it was about the money and not the T&C I had a friend make an account who lives in the US like me and use a VPN and play, he deposited $100 of his own money and withdrew $103 without the need for KYC and no problems getting the money withdrawn, this is abuse of power and contract law when they lose and not when they win and they should at the least get a very low score from you if this is not made right, I would accept getting banned from the site but the withholding of winnings from some and not others is abuse, when the only difference is the amount they would have to pay and a double standard that shouldn't be acceptable by any online casino that calls themselves legit.

also they have not put the jackpot money they confiscated back into the pot, this pot is shared among all their other casinos, and possibly some others as well, I know for sure all there direct affiliates and coincasino and I would guess others

so they are claiming the winnings for them selves from a shared pot of multiple casinos because I won it and they where able to steal it from me.

Dear con11con,

thank you for your messages and for your patience.

• Could you please confirm whether you have received your deposit?
• Do I understand correctly that your KYC verification was successful at the end?
• Have you had any further communication with the casino concerning this issue? Please provide all communications with casino to my email address, katarina.d@casino.guru.

Looking forward to your reply,

Katarina

I just forwarded the email thread between me and Mega dice support

and I completed KYC so not sure why it wouldn't have been successful i sent everything they asked for and i am just a normal person so wasnt like i was trying to do something suspicious

Thank you very much, con11con, for your cooperation and your email. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear con11con,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Mega Dice Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Mega Dice Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and his winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

Hi there,

Following an internal review, we can confirm that the refund has been processed and the player has been informed.

Kind regards,

Mega Dice Casino Team

Also it looks like there safety index got lowered, and I would like to say that if this doesn't get resolved if you can lower all the partner casinos that share the bonus jackpot that I won and they stole from me and all the other players since it is the same jackpot.

Hello con11con,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear con11con,

According to the casino representative's latest message, the refund has already been processed. Could you please confirm whether you have received the funds?

Thank you for your cooperation.

Yes I received the refund but that was it, they still withheld winnings

and for the bonus jackpot they never refunded the pot so another player could win.

Dear Mega Dice Casino,

I would like to reiterate my request for a detailed explanation regarding this case.

In your previous response, you stated that the player's refund had been processed, which led me to believe that the full disputed amount (including the winnings in question) had been returned. However, it now appears that the winnings remain written off as before.

Could you please clarify why the winnings were not included in the refund? Additionally, I would appreciate your comments on the player's claim regarding the alleged deletion of his gaming records.

Thank you for your attention to this matter.

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.

Dear con11con,

Unfortunately, as the casino has ceased communication and has not responded to my recent inquiries, I have no other option but to close the complaint as unresolved.

Since the casino is regulated by the Curaçao Gaming Control Board (GCB) - also referred to as the Curaçao Gaming Authority (CGA) - there is currently no formal process for handling individual player complaints. The GCB has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the GCB has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at info@gcb.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

If you need help preparing your complaint or receive a response from the regulator, feel free to contact me at jakub.m@casino.guru.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Kubo