Mega Dice Casino - プレイヤーのアカウントは閉鎖されました。

I had an active account with Megadice since September 2025 with a balance of around 0.1246 BTC (~14,000 USDT).

In early october 2025, I tried to withdraw, but withdrawals were suddenly blocked and I was asked to complete KYC.

I immediately submitted passport, selfie, and bank statement. Afterwards, support requested a utility bill. I live in a joint family, so the bills are not in my name. I emailed support explaining this and said that if they needed, I could apply a new internet connection and provide a new bill once it was generated (which takes about a month).

Soon after this clarification, my account was closed, and I received an email saying I had "breached the Terms and Conditions", with no explanation or evidence. Since then, I am unable to log in and my funds remain locked.

I have never used bonuses or violated any site rules — my account was closed immediately after my honest KYC clarification.

I have attached supporting documents including:

• KYC submission (passport, selfie, bank statement)

• Email to support explaining my living situation

• Account closure message

• Screenshot of my account balance before suspension

I kindly request casinoguru team to help to reopen my account or release my full balance to my registered wallet. I have acted in good faith and followed all procedures honestly.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask a few questions to clarify your situation:

1. Do you have any official, government-issued documents that you could send to the casino as proof of address?
2. Have all your other documents been reviewed and approved by the casino?
3. Could you please forward me the documents you sent to the casino for verification?
4. What types of games did you play? Were they slots, live casino games, or sports bets?

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

Best regards

Veronika

Hi Veronika,

Thank you for opening my complaint.

1. Could you please confirm as government id proof what you are looking for , does a passport suffice if yes I have added that.

2. Megadice approved my id verification which include my passport and selfie. I have already att hed proof of id verification successfully completed email screenshot.

3. I have forwarded casino my bank statement. I have emailed you that since I there is no option to attach document here.

4. I played only sports bet mostly cricket match.

Has your bank statement been approved before your account was permanently closed?

In the bank statement you sent me, I can see that your address is listed as "Near the post office main market." Have you submitted this same address in your casino account as well? Do you have any official government-issued documents that confirm this as your official address? Please note that such a description is highly unusual, and the casino may require a more standardised proof of address.

Dear Anurag252025,

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.

Hi Team,

I have already reverted you on email as confirming you once again here that my passport also has same address as my bank statement,

Attaching image for your reference.

Dear Anurag252025

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, Hadi (hadi.a@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,

Veronika

Dear Anurag252025,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be taking over your complaint from this point onward. Thank you for everything you’ve provided so far your cooperation and the clarity of your responses are genuinely appreciated.

Before I proceed with the next steps, could you please confirm one important detail for me:

Was your bank statement officially approved by the casino before your account was closed, or was the verification still pending at that time?

This information will help me better understand what may have triggered the sudden closure.

If there have been any new developments since your last message, please feel free to share them as well.

Dear Mega Dice Casino,

I would like to kindly invite your representative to join this discussion so we can move this case forward efficiently.

Could you please clarify the exact reason for the player’s account closure, including which specific terms were allegedly breached?

Additionally, we would appreciate information regarding the status of the player’s balance (approximately 0.1246 BTC) and whether any further documentation is required from the player’s side.

Any details you can provide will be very helpful in progressing toward a transparent and fair resolution.

Thank you both for your cooperation.

Best regards,

Hadi

Hi Hadi,

as per the first email i received for proof of address verification they shared list of few documents (any one to be submitted) out of which bank statement/creditcard statement was one also an option to which I obliged and shared my bank statement, which they didn't accepted and again enabled the option to upload POA document, upon checking with there agent on chat he informed that a utility bill is needed.

I tried to find utility bill in my name but since I stay in joint family I don't have any in my name and I upfront informed to megadice team about the same , though i said if still they want I can apply for new internet connection in my name but it will take a month for bill to be generated.

Also after I once again shared them my bank and credit card both statements.

A few hours later i recieved email of closure of account with breach of terms and conditions which is horrifying.

I have attached long screenshot of all the conversation which has all details along with timelines

So in summary they just didn't approved my bank statement for reason known to them only.

Its unethical practice followed by megadice and it caused me lot of financial stress and mental harrasment.

Please please help to get my funds.

Hi Anurag252025,

Thank you for the detailed update and for providing all the screenshots and explanations. I understand how stressful this situation must be, and your timeline and documentation make the sequence of events very clear.

Hi Mega Dice Casino,

We are now awaiting your response regarding the closure of Anurag252025’s account and the status of their balance. The player has provided all requested KYC documentation and explanations regarding proof of address.

Please provide clarification on why the bank statement and credit card statement were not accepted, the reason for the account closure, and any steps needed to release the player’s funds.

Thank you for your attention.

Best regards,

Hadi

Hi there,

The player’s account was closed due to a breach of our Terms & Conditions. The relevant evidence can be sent to Casino Guru for review.

Kind regards,

Mega Dice Casino Team

@Casino guru and Hadi : please take this on priority and get evidence from megadice along with explanation of which terms and conditions I breached.

Its causing me lot of stress that without doing anything wrong my funds are kept.

Hi Mega Dice Casino,

Could you please send all relevant evidence and supporting documentation to my email for review: hadi.a@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Hadi

@hadi : is there any update , have you got documentry proof from megadice along with clarification which terms they found me breaching ?

Dear Anurag252025,

Yes, we have received the evidence. We are currently reviewing it and will get back to you as soon as we have reached a conclusion.

Best regards,

Hadi

Dear Anurag252025,

After reviewing your case and the evidence provided by the casino, I regret to inform you that your complaint has been rejected as unjustified.

The materials confirm a breach of the casino’s verification requirements and Terms and Conditions. As a result, the casino’s decision to close the account and void the remaining balance is considered justified.

I understand this is not the outcome you were hoping for, but the evidence supports the casino’s position. Should you encounter any other issues in the future, please feel free to contact our Complaint Resolution Center.

Best regards,

Hadi

@hadi : I would request to allow me an oppertunity again with casino to complete verification with whatever way they prefer as I am in my best memory can't recall and understand how my own verification can be a breach, only thing I can understand can be a issue of sign in from multiple location, for which I have evidence proof of travelling from my work location to my hometown due to festive time in india, also I have always used my account on my iPhone 14 promax only , if account use from different locations is one of breach than i have air tickets to prove my travel dates and duration.

Please help me as I haven't done anything wrong and ready to go through any process to prove it.