CasinoMega - プレイヤーのアカウントは閉鎖され、賞金は没収されました。

Dear CasinoGuru Team,

I am writing to formally file a complaint against CasinoMega regarding the unfair closure of my account and the confiscation of my winnings. After searching online and seeing numerous similar complaints, I felt compelled to share my own experience.

As a VIP player, I frequently played on their site, received regular bonus offers, and was encouraged to continue playing. My account had been previously verified, as I had successfully withdrawn winnings before. However, after my most recent winnings on November 24, 2024, I noticed an unusual pattern - CasinoMega kept encouraging me to play more.

When my withdrawal was delayed, I reached out to support multiple times, and each time, I was assured that my withdrawal would be processed. Despite these reassurances, my account was suddenly closed without warning, my winnings were confiscated, and my deposit was refunded. I received an email stating that my account had been closed, but no valid explanation was provided.

CasinoMega refunded my €245 deposit, but my rightful winnings of €4,493.10 remain unpaid. This decision is completely unjustified. I have always complied with the platform’s terms and conditions, and as a loyal VIP player, I find it extremely unfair that my account was only blocked after I won a significant amount. I believe this was done in bad faith, and I request a full review of the case.

Please let me know how I can proceed with submitting any supporting evidence if required. I appreciate your time and assistance in this matter and look forward to your prompt response.

Best regards,

Vibor

Dear mlisko7575,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Did the casino specify which rule was breached? 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

Hi,

I played slots and claimed the 150% reload bonus up to €400. After claiming the bonus, I accumulated winnings and fully wagered them as required.

Upon requesting a withdrawal, I reached out to support multiple times and was repeatedly assured that my withdrawal would be processed. However, despite these assurances, my funds never arrived. The casino has not specified which rule, if any, was breached.

I will forward any other relevant communication between me and the casino as requested. Please let me know if you need anything else. I would appreciate clarification on this matter and a resolution to my withdrawal request.

Best regards,

Vibor

Thank you very much, mlisko7575, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 mlisko7575,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite CasinoMega to join the conversation.

Dear CasinoMega,

I would appreciate your explanation of why the player's account was closed without providing them with any valid reasons. While I understand that casinos have the right to close player accounts at their discretion; however, it is essential that all financial obligations are settled beforehand. If this decision was made due to any rule violations, I kindly ask you to share any evidence of such breaches at michal.k@casino.guru that would justify the confiscation of the player's winnings.

Dear CasinoGuru,

Thank you for reaching out to us. Please be assured that our team is actively reviewing this case, and we will provide an update as soon as possible.

Our Security Department is conducting a thorough review, and we appreciate your patience and cooperation during this process.

Should you have any further questions in the meantime, please do not hesitate to reach out.

Best regards,

Casino Mega

Dear CasinoMega,

I recognise that compiling all necessary information and evidence may require some time. I await your response and hope we can reach a satisfactory resolution to this matter.

Dear CasinoGuru,

Thank you for bringing this matter to our attention.

After careful reviewal and consideration of the case, please note that we have reached the conclusion to refund the previously deducted amount of 3,840 EUR back to the user.

Be advised that the original deposit of 270 EUR has already previously been refunded.

With this we would like to consider this matter to be resolved.

 Thank you for your cooperation and understanding.

Best regards,

Casino Mega

Hello,

Thank you for reaching out. I confirm that I have received a refund of my deposit, it was €245.26. I will send a transaction confirmation to michal.k@casino.guru.

My winnings were €4,493.10, so I believe the refund should be €4,247.84.

Thank you for your time.

Kind regards,

Vibor

Dear Vibor / mlisko7575,

Thank you for your email.

Dear Casino Mega team,

Thank you for your response and I appreciate your decision to return the player the previously deducted winnings. As the player mentioned above, they have so far received "only" cca €245 on the 3rd of January 2025. So if the player's winnings were cca €4,493 the right amount to be returned is indeed around €4,247.

Could you please verify whether the refunded amount will be €4,247, or clarify how you arrived at the figure of €3,840?

Dear CasinoGuru,

Thank you for your response. 

We would like to clarify and shed more light on the matter as upon reviewing the account we can confirm that the amounts mentioned in the complaint are not accurate. Please note that the last highest balance achieved by the user has been 4,110 EUR achieved with their last game round on 04/12/2024 11:01:30.

There had been a deduction of the customer’s winnings, which took place on 30/12/2024 for the amount of 3,840 EUR due to a breach in our terms and conditions, followed by us issuing a refund of their original deposit of 270 EUR on the same day.

As mentioned in our previous response, upon further reviewal we have decided to refund the previously deducted amount of 3,840 EUR. 

Regarding the amount of the refunded deposit, we can confirm that from our end we have refunded the full amount. Should the user have received a different amount, we would kindly ask that they provide us with evidence, such as a bank statement, to verify the amount in question and see if they were charged additional fees by their servicing bank. 

We hope this makes the matter clear. 

Kind regards,

Casino Mega

Hello, I have received a partial payment, but the full amount has not been paid. There are no incoming payments visible for the remaining balance. Please review the payment so the full amount is processed. I will send a bank statement from this month to michal.k@casino.guru for reference. Thank you.

Dear Casino Mega team,

Thank you for the explanation. Can you please confirm whether the total sum of 3,840 EUR has been sent from your end?

Dear Michal and mlisko7575,

Thank you for reaching out. We’ve followed up with our payment provider regarding the missing refund and are currently awaiting an update.

Please note that refunds typically appear on cardholder statements within 5 to 10 business days. Depending on your bank and country, the refund may show either on the original payment date or the date it was processed back to your account.

While this can vary, we want to reassure you that the refund may still appear at any time within that window, and we are actively monitoring the situation on our end as well.

Thank you for your patience and understanding.

Best regards,

Casino Mega

Thank you for your response, Casino Mega team.

Dear mlisko7575,

As mentioned by the casino team, it may take up to 10 business days for the funds to appear in your bank account. I suggest giving it the full estimated time. If the funds have not arrived by then, we will look into the matter further.

Dear mlisko7575,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.