Mega Casino - 決済が遅延しているとのクレームがあります。

I made a deposit of 50 reais and got a bonus of 100 free spins and luckily I won a game and won the highest bet it was 267 thousand so far blz imagine my happiness only it stayed as a bonus and then it turned into a real money balance so I asked a withdrawal of 300 reais and after 24 hours they canceled the withdrawal and it still disappeared with the amount of my balance and put 516 reais how can they do this with people who believe in the Casino they are scammers I will sue them if they do not get in touch with me to solve this I ask for your help.

Eu fiz um depósito de 50 reais e ganhei bônus de 100 giros grátis e por sorte ganhei um jogo e ganhei a aposta maior deu 267 mil até aí blz imagina minha felicidade sò que ficou como bônus e depois sim virou como saldo de dinheiro real aí pedi um saque de 300 reais e depois de 24 horas eles cancelaram o saque e ainda sumiu com o valor do meu saldo e colocou 516 reais como podem fazer isso com as pessoas que acreditam no Casino eles são golpistas vou processar eles se eles não entrarem em contato comigo para resolver isso peço a ajuda de vcs .

Dear buiaramos5287,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Casino scammer gave me only 516 reais said that I used the bonus unfairly and that this amount of 270 thousand was forgiven only 516 reais lol how could something like that I won the money with free spins and now they invented this excuse

Casino golpista me deu apenas 516 reais falou que eu usei o bônus injustamente e que esse valor de 270 mil foi perdoado apenas 516 reais kkkkk como pode algo assim eu ganhei o dinheiro com o giros grátis e agora eles inventaram essa desculpa

Dear buiaramos5287,

Have you received your withdrawal from the casino yet?

The correct value is not just the value of 516 reais

O valor correto não apenas o valor de 516 reais

I need your help they don't answer my messages I want them to pay at least part of the prize not just 516 they wanted to shut me up with that amount

Eu preciso da ajuda de vcs eles não respondem minhas mensagens quero que eles paguem pelo menos uma parte do prêmio não apenas 516 eles quiseram me calar com esse valor

Thank you very much for your reply, buiaramos5287. Could you please clarify which bonus you activated? If possible, post here a link to the bonus offer you redeemed.

Did the casino explain why your winnings were reduced? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I already sent them, they don't even answer anymore, how can a casino like that have a good rating with you guys

Já enviei eles nem responde mais como pode um cassino desses ter boa avaliação com vcs

I see that the casino accused you of breaching the maximum allowed bet while the bonus was still active. Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history starting from the moment you activated the bonus. My email address is kristina.s@casino.guru.

For you to see how they are acting in bad faith they excluded I can't see my history! And another thing, I didn't bet any higher amount, you already see that they are wrong that came with the excuse that they forgave me 516 reais if I had bet a higher amount on the bonus they wouldn't have given me anything else by the way I've seen that you guys won't either nothing because a scammer casino like them has a good reputation with you? If it's really going to help, get in touch with them and ask for the game history so you can see that I'm telling the truth

Pra vc vê como eles estão agindo de má fé eles escluiram não consigo vê meu histórico! E outra eu não apostei valor maior nenhum vc já vê que eles estão errados que veio com a desculpa que me perdoaram 516 reais se eu tivesse apostado um valor maior no bônus eles não me dariam nada mais pelo jeito já vi que vcs também não vão fazer nada porq um casino golpista como eles tem boa reputação com vcs ? Se realmente for ajudar entra em contato com eles e pede o histórico de jogo pra vc vê que estou falando a verdade

Thank you very much, buiaramos5287, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello buiaramos5287,

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

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

Dear Mega Casino,

Can you please provide further information regarding the player's breach of the bonus maximum allowed bet? If possible, please send the relevant history to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

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.

Casino Scammer I just wanted a deal I didn't even have to pay everything but out of 270 thousand they pay me only 516 reais is a mess!!!! They know I won now they have this bonus excuse that I used a higher amount than allowed!!!! Mega Casino do not bet with them because they do not pay the amount you win

Casino Golpista eu queria apenas um acordo não precisava nem pagar tudo só que de 270 mil eles me pagar apenas 516 reais é uma sacanagem!!!! Eles sabem que eu ganhei agora fica com essa desculpa de bônus que eu usei um valor maior do permitido!!!! Mega Casino não apostem com eles pois eles não pagam o valor que vc ganha

Hello buiaramos5287,

I have made contact with the casino and they are unable to provide us with further information directly. I would therefore like to ask you to contact casino support and ask them to provide you with the relevant game logs showing the wagering of the bonus.

Once received, I would then ask you to forward this to my e-mail for review (adam.m@casino.guru).

Kind regards,

Adam

I already contacted them they don't answer

Já entrei em contato eles não respondem

Hello buiaramos5287,

Please try again, the support should be expecting you. Let me know when you have done so and I will ask the casino to confirm with me directly that they have received your request.

Kind regards,

Adam

No support or email?

No suporte ou email?

Hello buiaramos5287,

Please contact the support e-mail address support@megacasino.com.

Kind regards,

Adam

I already sent the email I hope they answer because I already sent a bunch of emails

Pronto já enviei o e-mail espero que eles respondam porq já enviei um monte de email

I sent you an email with their response they are acting in bad faith

Te mandei um email com a Resposta deles eles estão agindo de má fé

Hello buiaramos5287,

Please be aware that we will need to see the gaming history to be able to understand the situation and proceed with our investigation. Have you had any response to your request for this yet?

Kind regards,

Adam

No they don't answer about it first they said that I bet the amount greater than the allowed amount now I made a bonus amount greater than the allowed each time they say something

Não eles não respondem sobre isso primeiro eles falaram que apostei o valor maior que o permitido agora valor que fiz um valor de bônus maior que o permitido cada hora eles falam uma coisa

You don't solve anything either, you're on their side, I've already sent everything I have to you and I've already proven that they're acting in bad faith, but you continue with the same thing and don't do anything or talk to them. It's no use now I know why they have such a good level with you

Vc s também não resolvem nada vcs estão do lado deles já mandei tudo que eu tenho pra vcs e já provei que eles estão agindo de má fé mais vcs continuam com a mesma coisa e não faz nada nem falar com eles vc fala uma ajuda dessa não adianta nada agora sei porque eles tem esse nível tão bom com vcs

Hello buiaramos5287,

I have spoken again to the casino and they have stated that you are able to obtain the relevant betting history yourself from your casino account. Please do so and forward it to me (adam.m@casino.guru).

Kind regards,

Adam

I already sent it and I'll tell you if the maximum bet for the winnings is 10%, show me where the error is there, you guys are not helping at all they give you the bonus but I had to deposit 50 reais it's about time for you to talk more rudely with them to give a solution in this case

Já enviei e te falo se a aposta máxima dos ganhos èé de 10,% me mostra onde está o erro aí vcs não estão ajudando em nada eles dão o bônus mais eu tive que depositar 50 reais já tá na hora de vcs falarem mais grosso com eles pra dar uma solução nesse caso

Hello buiaramos5287,

I thank you for your e-mail of the screenshots but please be advised we will need to review the entire history, every bet made using the bonus, and when the wagering was completed. It seems that the screenshots provided do not show all of the bets made.

As the casino will not provide this information to us directly, we need this information to see which bets are apparently being contested and if the casino is acting fairly.

Kind regards,

Adam

I sent you their answer every hour they say something I deposited 50 reais to win this bonus I don't go free as they say

Eu enviei a resposta deles para vcs cada hora eles falam uma coisa eu depositei 50 reais para ganhar esse bônus não vou grátis como eles estão falando

Dear buiaramos5287,

Please see my response by e-mail.

Kind regards,

Adam

Didn't see any response to my email?

Não vi resposta nenhuma no meu email?

Dear buiaramos5287,

Can you please clarify if the screenshots you have provided are the entire history of bets? Is it not possible to download/save the entire history from your casino account?

Kind regards,

Adam

It's all you can do there's no way to save!!! I already sent all the proofs every hour Cassino says something says that it was a free bet after it was the highest value and you guys don't take any action!!!! I honestly don't know how this Casino has such a good rating with you guys!!!! U could at least try a deal with the Casino for them to pay me something !!!! If it's not going to help, leave it the way it is.

É tudo que dá pra fazer não tem como salvar !!! Eu já mandei todas as provas cada hora o Cássino fala uma coisa fala que foi aposta grátis depois que foi o valor maior e vcs não tomam atitude nenhuma!!!! Eu sinceramente não sei como esse Casino tem avaliação boa com vcs !!!! Vc poderia pelo menos tentar um acordo com o Casino para eles me pagarem alguma coisa !!!! Se não for ajudar deixa do jeito que tá mesmo

Dear Mega Casino,

According to the evidence provided by the player, we are unable to determine any bets that have breached the aforementioned terms.

Are you able to provide any further information to us, or to the player, in order to resolve this matter?

Kind regards,

Adam

Dear buiaramos5287,

I have once more spoken to the casino, and they have informed me that the bonus you received consisted of 85 Free Spins. Your winnings from this bonus were 41.09 BRL which then needed to be wagered. During this wagering, the maximum bet would be 10% of this amount (4.1) and this, therefore, is the rule that has been broken.

The casino also stated that they have sent you the session IDs and shown where you can see the offending bets in your account.

Can you please clarify if this information is correct?

Kind regards,

Adam

Every time they come up with a different excuse I didn't break any rules if I had broken the rule they wouldn't let me play do you agree with me? If you bet a value that couldn't be bet they took it away the other day but they kept letting me play there when I win a value considered high they come every hour with a story!!!! Mr Adam, please charge them to give me at least a significant amount, not just what they gave me, at least 5 thousand reais and we close this matter or I'm going to go to court because I'm keeping everything they say that each time is a sorry

Cada hora eles vem com uma desculpa diferente eu não quebrei regra nenhuma se eu tivesse quebrado a regra eles não dariam mais pra mim jogar concorda comigo? Se vc aposta um valor que não poderia ser apostado eles tiraram no outro dia mais continuaram deixando eu jogar aí quando eu ganho um valor considerado alto eles vem cada hora com uma história!!!! Sr Adam por favor cobre eles para me dar pelo menos um valor significativo não apenas oque eles me deram ,Pelo menos uns 5 mil reais e a gente encerrar esse assunto ou vou ir na justiça pois estou guardando tudo que eles falam que cada vez é uma desculpa

Dear all,

Having now received clarification from both parties, I can now share a conclusion on this situation.

The player has played using a bonus of 85 Free Spins. The winnings from this bonus were 41.09 BRL which then needed to be wagered.

I have checked the terms and conditions and found the following:

When placing bets to wager any deposit bonus/offer (free or deposit) or bonus credited towards free spins prizes, the maximum bet allowed is 10% (minimum 0.10) of the original/credited bonus amount or 5 ( e.g. 5 EUR, 5 GBP, 500 INR; lower amount applies). Failure to comply with this rule is a breach of the deposit bonus/offer terms and we reserve the right to void and remove any prizes. A bet includes any special wager feature, any wager function or any other type of wager activity (regardless of its nomenclature).

The casino has stated that the player has breached this rule by making bets of 5 BRL on what seems to be a total of 5 occasions.

In this case, the maximum bet would be 4.1 (10% of 41.09, as this was the initial amount of bonus credited to the player to be wagered).

Our views regarding maximum bet rules are made clear in our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#max-bets):

we think that this rule should be enforced at software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. This is one of our requirements for 'fair and safe casinos'.

If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.

Additionally, the max bet sizes should be clearly displayed, ideally in the casino lobby or directly in the games (if possible) or on a prominent part of the page or advertisement informing them about the bonus, and not just "hidden" in the rules for bonus play. It is a common practice to only list the max bet in Bonus T&Cs, but we appreciate when casinos make them more visible and easier to follow.

Therefore, I would like to ask the casino to reconsider its position in this case, as there were not many instances of the rule being breached, and none of the bets made seem to have resulted in a win. It is easy to understand the player's mistake, and may not be fair to confiscate the entirety of their winnings in this situation.

Kind regards,

Adam

Dear buiaramos5287,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Mega Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

They didn't say anything else to me either by the way they won't solve anything by the way it's a scam Casino where they don't care about their players it's something so easy to solve just enter into an agreement

Eles não falaram mais nada pra mim também pelo jeito eles não vão resolver nada pelo jeito é um Casino golpista onde não se importa com seus jogadores é algo tão fácil de se resolver apenas entrar em um acordo

Good Night Adam the Cassino sent another message saying he won't pay because I broke the bonus rule!! Put their Reputation down there as they are a Casino that doesn't pay its players!!!! Could you point me somewhere where I could complain or file a lawsuit against them?

Boa Noite Adam o Cássino mandou outra mensagem dizendo que não vai pagar que eu quebrei a regra do bônus!! Coloque a Reputação deles lá em baixo pois eles são um Cássino que não paga seus jogadores!!!! Vc poderia me indicar algum lugar que eu poderia reclamar ou entrar na justiça contra eles ?

Dear buiaramos5287,

In accordance with our fair gambling codex, we think that cases such as this should be assessed individually. It seems that only a few bets were made that broke the rule, so it is entirely possible that this was a genuine misunderstanding on your part, and there was no unfair advantage gained from this. Therefore, it may not be entirely fair to confiscate the entire balance from you in this case.

The casino has stated that it wishes to maintain its position regarding this matter, and so the complaint will be closed as 'unresolved'. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact eCOGRA – an alternative dispute resolution service (https://ecogra.org/contact-us/), and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know how the ADR responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam