CasinoMega - 選手の退場が遅れています。

I created an account with Casinomega around August last year and was able to win real money using their initial deposit bonus. (I met the betting conditions.)

However, Casinomega is not allowing me to withdraw my winnings.

I have completed the KYC process and I have not violated the terms of use.

Despite numerous interactions with the casino operator, all I'm told is that my withdrawal request is still under review and I can't get my money.

I have conversed with the operator multiple times.

Could anyone help me, please?

Furthermore, I couldn't find the exact deposit date when I tried logging into the site 😭

I know I made the deposit around August 2022.

私は去年の8月頃にcasinomegaにアカウント登録し、初回入金ボーナスを利用してリアルマネーを獲得しました。（賭け条件は達成）

ですがcasinomegaは一向に出金させてくれません。

KYCは完了しています。また私は利用規約にも違反していません。

オペレーターと会話しても審査中と返答があるだけで出金できません。

私は何度もオペレーターと会話しました。

どうか私を助けて頂けませんでしょうか。

あと、サイトにログインしても正確な入金日を調べることができませんでした😭

私は2022/08頃に入金しています。

Dear hitomix,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Is the withdrawal still pending in your account? Is your casino account still accessible to you?

Could you please forward your recent correspondence with the casino? My email is tomas@casino.guru

Looking forward to hearing from you.

Best regards,

Tomas

Thanks for the message.

I received no explanation from the operator. The operator only tells me that it's taking a while.

Also, there is no message history. sorry.

Regarding withdrawals, the withdrawal application page was controlled so that even if you logged in to the site, you could not open the withdrawal application page.

メッセージありがとう。

私は、オペレーターから何も説明を受けていません。オペレーターは"時間がかかっています"としか教えてくれません。

あと、メッセージの履歴は残っていません。すみません。

出金についてですが、サイトにログインしても出金申請ページが開けないように制御されていました。

Do I understand correctly you finished the wagering of the first deposit bonus?

Could you please explain how much you deposited and if this is the bonus you redeemed?

Yes, I made a deposit using the deposit bonus. Also, the wagering requirements have been met.

Therefore, this balance is real money.

Also, a considerable period of time has passed since the last deposit, and I was unable to view the deposit history as it was outside the scope of the search.

はい、入金ボーナスを利用し入金しました。また、賭け条件は達成しています。

そのため、この残高はリアルマネーです。

あと、前回の入金からかなりの期間が経過しており、入金履歴が検索の範囲外のため閲覧できませんでした。

Thank you very much, hitomix, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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 hitomix,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite CasinoMega to join the conversation and participate in the resolution of this complaint.

Dear CasinoMega,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

Dear Hitomix,

Thank you for bringing this matter to our attention.

In light of your recent inquiry, we have initiated a thorough investigation into your account activity. This investigation is aimed at ensuring the continued safety and integrity of our platform for all our valued users.

I would like to inform you that our Customer Support Team has reached out to you via email to request some additional information.

Should you have any questions or require further assistance, please do not hesitate to contact us.

Thank you for your cooperation and trust in CasinoMega. We look forward to your prompt response.

Warm regards,

CasinoMega Customer Support Team

Person in charge

I received an email asking me to apply for work using Jeton, so I have applied, but when will the process be completed?

ご担当者さま

メールにjetonで出勤申請を出すようにと記載がありましたので、申請していますがいつ対応が完了しますか？

Dear CasinoMega,

Could you please provide us with more information regarding the withdrawal?

Thank you.

Kind regards,

Tomas

Dear Hitomix,

Thank you for using CasinoMega.

We have confirmed that you have submitted a withdrawal request via Jeton. However, we regret to inform you that the withdrawal cannot be processed at this time due to unfulfilled wagering requirements. We have sent an email to you.

Remaining wagering requirements: $1120.60 (calculated based on game history 12503730618)

We kindly request your cooperation to fulfil these wagering requirements for the smooth processing of your withdrawal request. Once the requirements have been met and sent a new withdrawal request, we will expedite the withdrawal process.

If you have any questions or need further assistance, please do not hesitate to contact us.

Warm regards,

CasinoMega Customer Support Team

Dear hitomix,

Are you sure you have completed the wagering requirements of the first deposit bonus?

Kind regards,

Tomas

Dear hitomix,

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.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas