Complaint #7 Mega Casino

Winnings refused

By THOMPERS

10 years ago

The the companies are completely unrelated with the exception of sharing a very popupular licensing company. They are owned by seperate people. The company allowed me to sign up, it didnt prevent me upon registration. When it realised i had won a large amount it locked my account. And even then, it's customer service agent assured me the full amount for withdrawal would be honoured. This didn't happen. Companies shouldn't be getting away with this method of freerolling players

Disputed Casino Mega Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

10 years ago

Although player raised some reasonable questions regarding the need of a shared database of players under an active self-exclusion agreement within SkillOnNet brands who are all operating under the same license number, we believe that Mega Casino actions were justified in this particular case and they were following their terms and conditions as well as their Responsible Gaming policy. That is why we consider this case as Solved and officially closed.

On the other hand, we will watch closely how another case concerning the same type of issues is about to be dealt from another SkillOnNet powered brand operating under the same license and whether the same standards and rules will be applied when it comes to refunding players. More info here - http://www.askgamblers.com/casino-complaints/vegas-winner-not-following-their-own-responsible-gambling-policy

Inactive user

10 years ago

Furthermore, i find it absurd the claims that the company take exclusions so seriously. If that were the case, I would be detected as an excluded user upon sign-up. Or up-on deposit. No, the company waits until the withdrawal request ( when they haven't lost, and been allowed to "slip through the net" ;-) )

These companies all operate on the same license yet can't prevent an excluded user from signing up? Is this chap insulting our intelligence by suggesting that a simple database of excluded users shared between users of the license would be so expensive and complex that they have to invest all these man hours into the problem?

Pull the other one.

Inactive user

10 years ago

Explaining the complex method of uncovering the obscure terms of unearthing the reasons for not paying me the money I legitimately won at your casino would make interesting reading for somebody interested in court room dramas, for example. But realistically, the guys reading sites like askgamblers are the Average Joe Punters like me, who sign up for websites in good faith without painstakingly reading through thousands of words of terms and conditions. You terms and conditions don't even provide the information of the other self excluded website which would in theory hinder my membership to your casino, it merely provides it via a link!

I doubt your explanation has gone down too well with folk on here or potential customers. After all, what chance do we have of getting it right when YOUR OWN STAFF can't?

[email protected]: so i should be allowed to play at megacasino as i didnt request exclusion from here
Olga: No, your account was closed
[email protected]: why?
Olga: as a part of our Responsible Gaming Policy
[email protected]: i have a pending withdrawal on it
Olga: It will be processed, no problem
[email protected]: are you sure?
Olga: Yes, no worries
[email protected]: the full withdrawal will be paid to me?

Olga: We are sister casinos
[email protected]: where is this made clear?
[email protected]: because Primegaming, Mega Casino's owner doesn't list it as a sister casino
Olga: It is within the system of Skill On Net
[email protected]: you stated that the withdrawal will be paid then backtracked and said the payments depertment will check it. will i be paid on not?
Olga: yes, the fact that your account is closed will not affect the withdrawal

Mega Casino

• Representative

10 years ago

Hi,

Before I'll get into the specifics of this matter, it is important to note that the player has further submitted a complaint to eCogra (The UK ADR company we work with) in accordance to the UKGC regulations and we will fully participate in that investigation, however, for the sake of clarity and fairness, it is equally important to address the main points of the player’s complaint.
We probably have the most complete and comprehensive terms and conditions on the Self Exclusion procedures in the UK and not only that, we provide SE/Deposit Limits utilities for our customers to use directly from the client that has immediate affect on the customers' accounts.

The terms related to the players query are the following, which can also be found here.
Just a short brief regarding the history we have with this user, he previously Self Excluded from one of the Casinos which is operating under the same UK license as our Casino and created another account in our Casino, MegaCasino, which is completely against our terms of use and the UKGC regulations if one has an active SE under the same license holder.

On clause 1 of our terms of use, it explains who owns the license. Furthermore, under the Responsible Gaming section, clause 20.3.4, we explain that Self Exclusion means self-excluding from all the casinos that operate under our License (as described in clause 1 in our terms of use).

Lastly at the bottom of the website we have our License details again, with a click here(https://secure.gamblingcommission.gov.uk/gccustomweb/PublicRegister/PRAccountDetails.aspx?accountNo=39326) option that shows the actual license status and all the casinos included in it which reads the following:

This site is operated by Skill on Net Ltd, a company registered in Malta under Reg. No. C50024 with its business address at Level 5, Quantum House, 75 Abate Rigord Street, Ta' Xbiex 1120 Malta and operated under a gaming license issued to Skill on Net Ltd by the Gambling Commission of Great Britain, the status of which can be viewed here(https://secure.gamblingcommission.gov.uk/gccustomweb/PublicRegister/PRSearch.aspx?ExternalAccountId=39326).

Which in turn, leads to this page...
https://secure.gamblingcommission.gov.uk/gccustomweb/PublicRegister/PRAccountDetails.aspx?accountNo=39326.

We therefore clearly state, that if a user self-excludes from one of the casinos operating on the one License, he/she excludes themselves from the rest of the casinos that operates under the same license.

It's highly important to mention, we do not benefit from users that Self exclude and manage to open new accounts on any of the other Network casinos (which operate under the same license), we only lose. Not only that do we pay the costs for the processing of those deposits, but we also invest a lot of time and human resources in checking and investigating each account, thus, we have no gain.

The user was fully refunded with his deposit and was provided with the relevant references that led to our actions on numerous occasions.

It's important to mention that Self-exclusion is not something that players should toy with, it’s a serious choice which we and the UKGC take very seriously and follow to the letter under the current rules of our License.

I hope this explains our position more clearly.

If there is anything more information that you need please let me know, I will be happy to help.

Best regards,
PrimeGaming

Mega Casino Complaint Stats

Resolved 4 / 9

Avg. Amount $1,009

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

Mega Casino Complaints

See all complaints for this casino

No withdrawal while delaying the account verification

Yesterday I tried to withdraw some funds from Mega Casino, normally I would do this no problem with other online platforms, yes I know it takes a few days to come through, not a problem that.

It turns out that Mega Casino needs proof of who i am so, I provided ID as well as a photo of My bank card as requested.

On their terms and conditions it states 10Hrs to review the documents. It has been over 20 Hrs and still no joy.

Their live chat is stuck in the previous chat and does not refresh.

I emailed and received a reasonable email to say they have received the documents and will review ASAP(attached). This is still ongoing review is not complete and of course this will limit me to withdraw my winnings if I so chose to.

Great Platform but really and truly should this not be done at the initial stages, check you can pay your customers as well as you as you can receive deposits.

Any help and awareness would be greatly appreciated.

Resolved

£1,400

Wont pay out my withdrawal

Hi,

I have been using Mega Casino for some time with no issues previously on playing and withdrawing funds. On July 27th I placed 2 deposits onto the site in the amount of £200 and £400 both were deposited as raw cash no bonus funds / wagering was involved.

On the £400 deposit that was done after losing the £200 I gained a final balance of £5,000 from a large win on a £5 stake, I knew there wouldn't be any issues on my stake amount as there was no bonus involved.

I requested a withdrawal and about 4 days later I received an email congratulating me on my Withdrawal and was asked to provide some bank details such as Swift / BIC / IBAN in order for them to process my withdrawal. I handed all the information over and 2 days later they said info was wrong or missing where in fact they forgot to ask me for the Bank Identification number. I rectified this issue and sent them all the details and was asked to wait no longer than 7-10 days. Over 14 days later now towards the middle of August still no payment was received and I noticed on their original email they wanted 3 months bank statements and proof of earnings.

I submitted my 3 months bank statements and a Tax Overview as I am self employed, however they emailed me back saying they couldn't accept the tax overview so I instead submitted my entire last 2 years Self Assessment Tax forms. After sending these in I have had no email reply so I can only assume these have been accepted.

I have since had no reply so I sent them an email towards the end of August simply saying I have sent all the info asked for and it has been 4 entire weeks where are my funds? I have sent a further 3 emails and still no reply from them, I would like to get my £5,000 withdrawal processed, they have no excuse there has been no Bonus wager to be met as it was raw deposits and I am NOT self excluded from any of my gaming sites used.

Please can you assist me in getting what I am legally owed back as at present I can't see their excuse for a 5 week wait when they have all the files they asked for and I seem to just be getting no reply from them.

Thank you,

Unresolved

£5,000

Withholding withdrawn funds

I have been waiting for £190 withdrawal funds to be credited to my account. This is since 17/8/22. I have emailed constantly with no response. I have spent hrs on chat to discuss. 3hrs 10 mins today alone. This is purposely delaying and avoiding payment. I’ve topped up £100’s whilst waiting for withdrawal. Complete scam

Unresolved

£190

Claim no longer accepting Australian players, but gladly taking their deposits

After no longer having access to all slots casino and spin palace because they no longer accept Australian players, which they gave plenty of notice to clear out accounts of any funds, i decided to look for another online casino and came across mega casino which stated they accepted Australian players so i joined and preceded to deposit around $400 and wager this money over approximately 8 hours on slots, by this time I had wagered my balance down to $0 so tried to deposit more money but was declined and after contacting them via live chat was told they no longer accept Australian players, now i understand the concept of gambling which includes losing but also understand there is also a chance of winning and that is what has been taken away from me, the chance to win money back, yeah I could of lost more but thats gambling. Had i known this was going to happen i would have never joined mega casino. As far as im concerned all ive done is pay $400 for 8 hours of playing slots that was going to get me nowhere, should have just downloaded a play money casino. Once again I understand gambling is a gamble but to have no warning this was going to happen is wrong and to not have the chance to possibly win money back is unacceptable.

Unresolved

$400

Refusing to honor withdrawal

I wish to complain in regards to the refusal to honor my winnings by megacasino.. I deposited on to the site last night. 33 euro and managed to complete the wagering on the bonus and withdraw 510.. I then received an email Dear Lauren *******, MegaCasino is happy to receive your Withdrawal Request. Below is a copy of your Withdrawal Request details and your transaction reference code. Please review it to make sure all the information is accurate and keep it for your records. Withdrawal Amount: €510.00 Transaction Method: Withdraw Transaction Reference Code: PW780711 I then received an email saying the withdrawl had been cancelled with no other explaination .. I contacted livehelp today and spoke to Olga.. she advised me that my account was self excluded on another site on the network" I asked her to provide evidence in to this statement but she said she had no further information.. I frequently close sites down that I am unhappy with but do not believe this should be held against me on another site.. Olga advised me that I was not self excluded on Megacasino so basically advising me I was free to deposit but not to withdraw . I only deposited due to receiving an email regarding a deposit bonus and did not expect just tactic to be used against me.. I have screen shots of my conversation with Olga if needed and confirmation of deposits and withdrawl.. I also wish to note that I am still receiving promotional emails from the site even after the withdrawl.. I wish to be clear that i am not excluded from this site and wish for a casino manager to honor my withdrawl... I await your contact

Unresolved

€510

Unfair cancellation of my withdrawal

Hi I sign up to mega casino and they gave me 100 free spins on witch I won nothing, so I deposited £20 and won over 4.000 where I played sum and wanted to withdraw £3,800 I later received an email saying congratulations on you winnings and that sum one would ring to verify my details on witch they did, I provided a photo copy of my bank card and asked the bloke on the fone if everything was in order and how long it would be before I received a payment, he said yes everything was ok n that I would receive a payment in 3 working days, but not long after I got an email saying my withdrawal had been cancelled as I had breached there bonus policy but had returned my £20 deposit that I had first deposited I've taken screen shots of my winnings when I won them and kept all emails what should I do?

Resolved

£20

Unjustified Accusations, Unfair Confiscation of Funds

Dear Askgambler, I recentely joined Megacasino and made a first deposit. As a welcome they offer 100% bonus. The bonus was automatically added to my account after the deposit and the wagering amount to clear the bonus was visible on my account as well as the real money / bonus money. The overview was good for a mobile casino (i only play on mobile casino's since we no longer have a desktop pc). After playing for a while and hitting a few big wins my balance was up to a little over 200,00€ ( original deposit was 30€ + 30€ bonus) and i cleared the bonus wagering requirements. As of that point my full balance was real money and this was also visible in the cashier. I continued to play and got a big win on the slot Zeus III ( 180€) and won another 200€ at playing blackjack. After a few other wins my balance was at 670,00€. (Please not that these winnings were made after the bonus was already cleared) When i lost over 150,00€ in blackjack in a short while I decided to request a payout of 415,00€ and play with the remaining balance of +\- € 85,00€ According to the first email I received regarding the payout this should be done GMT the next day. Unfortunatelly this didn't happen and i contacted support the next day by email. The email was not replied and i decided to call Megacasino. A cust. rep looked into the matter and stated that everything was ok and the payment would be send to the accounting department today. I received a confrimation email of this after the call. However on wednesday the withdrawal was still pending, i emailed again but unfortunattely again no reply. Again i had to call and another cust. rep checked the status and stated that the withdrawal was under review and could not tell me when it would be proccessed or why... She was not able to assist me any further and apologized for the inconvenience. Later the same day i finally received an email regarding my request. It stated; Dear customer, Your withdrawal request has been cancelled. If you would like any additional information please contact support! First of all i think this is a poor way of service, if a withdrawal is cancelled support should give the reason why this is being cancelled. Of course any player wants to know why. So I contacted support (again) and after a few hours I received an answer (please find the email at the bottom along with my reply). It states that I violated the bonus terms by playing on either a live roulette/table game, a jackpot game or one of the following slots. This is not true, i never entered (in any casino online) any live sessions. I also did not play on any jackpot game or one of the mentioned slots (this isn't even possible because the mentioned slots are not available to play mobile so I could not have played any of them) I replied (copy below) and asked what game i played that i wasn't allowed to. However up till now (12 hours later) no reaction. Besides the false bonus term violation not only was my withdrawal cancelled, my full balance was removed and only the initial deposit was returned! So by violating any bonus terms, (and again I would like to point out that i did not do so) not only the bonus is removed (30€) but also all real money will be removed / stolen from your account. If by any means i did play at any restricted game (first of all i think this should be blocked if a bonus is active, however i can't check if this is blocked because the games were nit even available) i would agree that the bonus would be cancelled, however the bonus was only 30,00€. It pure theft to remove the entire balance ( 415,00€) and only return the initial deposit. Also all winnings were made with real money (i never got at the point that i played with bonus money only) and were made after the bonus was already cleared. This casino should be added to the blacklist if this issue will not be resolved. Please find a copy of the email: Dear Alexsandrant, As far as i'm aware of i did not play any of those games, if by mistake i did play any of the games, there was no notification that this was a game that was not allowed, or did not count towards wagering. Again i did not play any of those games (none ring a bel). Besides this point, i made most of the money when my bonus was already cleared, al winnings after the bonus was cleared should be in my account without any rules, or are there rules for real money as well. If any game is nit allowed to play, this should be mentioned when opening tje game or it should be not available to play when a bonus is active. Again most of the winnings were made after the bonus was cleared (bonus amount was around 200€ when it cleared) after that i won over 180€ on Zeus III. If i accidentelly played at one of the games that were not allowed, you can sinply remove this from the wagering requirements in stead if completelly remove all winnings. I would like to know on what of the mentioned games i might have participated and at what time, since i only play mobile most of the games (if not all) are not even available. If is no way to treat your or any customers and not give any info regarding payouts and conpletelly remove a balance without any notice. I also contacted you by phone three times and everything was in order long distance calls set me back 20€ for you. If the issue will not be resolved or a good conpensation (only the winnings/losses from the restricted games are not available) i will be necceserry to report this to the gaming commision and will post the entire case online. Please reply before GMT 00:00. And please return the 30€ that was in my account again to my Skrill account or my bank account. Verstuurd vanaf mijn iPhone Op 9 sep. 2015 om 19:38 heeft MegaCasino Support het volgende geschreven: Alexsandrant Verstuurd vanaf mijn iPhone Op 9 sep. 2015 om 19:38 heeft MegaCasino Support het volgende geschreven: Dear Jordy, We are contacting you regarding your withdrawal. Please be advised that we have cancelled your withdrawal request, removed winnings and returned the original deposit back to the real money balance, as you won breaching our Bonus policy: Excluded games (see clause 37): Bonus balance cannot be used in Jackpot games and/or Live Casino Games/ Live Dealer and the following Slots games, Blood Suckers™, Kings of Chicago™, Dead or Alive™, Devil's Delight™, The Wish Master™, Champion of the Track™, Robin Dear Jordy, We are contacting you regarding your withdrawal. Please be advised that we have cancelled your withdrawal request, removed winnings and returned the original deposit back to the real money balance, as you won breaching our Bonus policy: Excluded games (see clause 37): Bonus balance cannot be used in Jackpot games and/or Live Casino Games/ Live Dealer and the following Slots games, Blood Suckers™, Kings of Chicago™, Dead or Alive™, Devil's Delight™, The Wish Master™, Champion of the Track™, Robin Hood: Shifting Riches™, Jackpot 6000, Mega Joker - We reserve the right to add any game to this group of games. You can check our bonus policy here: http://www.megacasino.com/bonuspolicy.asp If you require any further assistance, please feel free to contact us back anytime. Kind Regards, Alexsandrant Megacasino Customer Support www.megacasino.com Tel no:+1 647 724 4691

Unresolved

€415

Their error cost me money

Please refer to my previous complaint about this casino here http://www.askgamblers.com/casino-complaints/i-don-t-understand-why-my-previous-complaint-was-refused . Whilst askgamblers decided MegaCasino acted properly eventually, they acknowledged that incorrect information was given by the customer service representative I spoke to. Mega Casino also acknowledged this in my correspondence with them. My complaint now is this. As a result of the incorrect information I was given, I had to contact the casino in attempt to resolve the issue. I called their customer support and spent in total over an hour talking to them. As a result I have call charges of almost £70 on my telephone bill. Nowhere on their website are call charges transparently explained or is the fact that it is an international number. Why should I pay cover the cost of this as a direct result of their mistake?

Rejected

£70

non payout

hi i joined this site today via the link below,

http://www.newcasinobonuses.co.uk/sign-up-bonus/mega-casino-bonus/

it clearly states on the page that 5 Free Spins Offer at MegaCasino.com worth £5

We are able to offer the 5 free spins promotion that Mega Casino are currently running for selected and approved casino bonus sites, like ourselves. To claim the free spins you must be a new player with no existing account with Megacasino.com and you must visit the casino via a promotional banner advertising the 5 free spins. You need to register a new account, which is very quick and easy with MegaCasino. The free spins will be credited to your account and they are available to use on the new SkillonNet slot game Wild West Slot. The £5 no deposit free spins come with a wagering requirement of x30, which is 30 x £5 = £150, before you can request a withdrawal and there is no maximum withdrawal amount.

after signing up and playing for hours i managed to build my account up to well over £3000 but then i was logged off then when i logged back on it only showed i had £100 so i then contacted support this is the conversation below

Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Matthew'

Matthew: Welcome to Live Chat. Please confirm your username so that I can assist you.

Matthew:

Matthew: i see you have a question regarding technical problems

nicola < surname removed >: hi i have been playing on my account for hours but now its not allowing me to play

Matthew: can you confirm your username please

nicola < surname removed >: and its also showing i only have £100 but i had over £3000

nicola : < removed >

Matthew: thank you for your username

Matthew: One moment please while I have a look at your account.

Matthew: Remember to check out today's special promotion from our Calendar

Matthew:

Matthew: http://www.megacasino.com/Calendar.html

Matthew: thank you for waiting

Matthew: I wish to inform you that the sum of 3632.31 GBP was removed from your account as per our terms and conditions the maximum amount you are able to withdraw is 100 from a free none deposit bonus

Matthew: we shall also confirm this in an email for you also

nicola : where does it state this in the t&cs????

Matthew: one second please

nicola : and what if i was going to make a deposit???

Matthew: as it states in our bonus policy: If you receive free money (no deposit bonus/refer a friend bonus, etc), the maximum amount that you can win or withdraw from it is €100. Any winnings greater than €100, including winnings subsequently won from with that money even after any deposit, will be removed from your account. Winnings can refer to any winning payouts in any game in the Casino including but not limited to jackpot payouts. A bonus is also considered free if it is added to your account manually by the support department when your real money balance is less than your most recent deposit.

Matthew: http://www.megacasino.com/BonusPolicy.asp

Matthew: you can see this information on the link above

nicola : so even if i were to make a deposit i would still only be able to withdraw £100??

Matthew: yes that is correct

nicola: one second please till i find the link on where it says no max cash out

Matthew: if you was to make a deposit purely only a deposit with no bonuses added to your account and only playing with your real money you may withdraw your winnings

Matthew: ok Nicola

Matthew: is everything ok Nicola?

nicola : http://www.newcasinobonuses.co.uk/sign-up-bonus/mega-casino-bonus/

nicola: 5 Free Spins Offer at MegaCasino.com worth £5 We are able to offer the 5 free spins promotion that Mega Casino are currently running for selected and approved casino bonus sites, like ourselves. To claim the free spins you must be a new player with no existing account with Megacasino.com and you must visit the casino via a promotional banner advertising the 5 free spins. You need to register a new account, which is very quick and easy with MegaCasino. The free spins will be credited to your account and they are available to use on the new SkillonNet slot game Wild West Slot. The £5 no deposit free spins come with a wagering requirement of x30, which is 30 x £5 = £150, before you can request a withdrawal and there is no maximum withdrawal amount.

Matthew: once you registered to our site you agreed to our terms and conditions thank you for this link, this is an old promotion as the 5 welcome bonus is available for any slot game.

nicola : this is the link i joined up via and the free spins were credited to my account

Matthew: I understand however this promotional link is regarding an old version of our welcome bonus. and this was changed long ago, players can not only use this free bonus on wild west slot game, they are able to use the bonus on all non jackpot slot games. all terms and conditions apply.

nicola y: it ok i am going to take this further

Matthew: i can understand you may be frustrated, however these are our terms and conditions and our bonus policy

Matthew: I shall confirm to you in regards the actions we have taken by email in just a moment for you.

Can someone please help me out as i feel like i have been robbed of all my winnings

Thanks in advance

Nicola < surname removed >.

Resolved