CasinoMega - 플레이어의 계정은 폐쇄되었고 상금은 몰수되었습니다.

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 My account had been previously verified, as I had successfully withdrawn winnings before.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?