Complaint #2 Mega Frenzy Casino

Banking trouble and no live chat as advertised

By justthefacts_db

10 months ago

I registered with Mega Frenzy through AskGamblers and one of the PROS listed was 24/7 Live Chat. There is none. In fact, finding the support email address took a while.

My main issue is a failed redemption. I got verified easily, and went through the process of redeeming my winnings. However, when I ot to, link my bank, I had problems logging into my bank account. When I couldn't resolve the error, I tried to cancel the operation and return to the banking selection page but wasn't able to cancel. Eventually, I closed the window to start over. My player account balance is now $0.19. My banking info was never confirmed and the $130.00 redemption is missing. There is no live chat that I can find anywhere on the website. I sent an email, when I finally found the address, to the support dept concerning the issue but have not received a response. Not sure where to go from here.

Disputed Casino Mega Frenzy Casino

Reason Other

Amount $130

Discussion

AskGamblers

• Support Team

9 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

justthefacts_db

9 months ago

Sorry for the delay. Mega Frenzy processed the redemption after resubmitting. All is good. Thanks for your help!

AskGamblers

• Support Team

9 months ago

Dear @justthefacts_db,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Mega Frenzy Casino

• Representative

9 months ago

Hi there,

We would like to address the concerns raised regarding live chat availability and the customer’s redeem issue.

Firstly, we apologise for any inconvenience caused by the absence of live chat support, despite it being advertised as available 24/7. While our email support has been operating 24/7 without interruption, we acknowledge that live chat has not yet been launched. We are pleased to confirm that live chat will be available very soon, and we will notify both AskGamblers and our customers immediately upon launch.

Regarding the redeem matter, once the customer contacted us directly, we investigated and addressed the issue several weeks ago. The customer successfully redeemed the full amount requested. We sincerely apologise for the time it has taken to formally update AskGamblers on this case. We recognise the importance of timely communication and will make every effort to manage and respond to such matters in real-time going forward.

Kind regards,
Mega Frenzy Casino Team

Mega Frenzy Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $4,377

Avg. Complaint Duration 3 days

Avg. Response Time 2 days

Mega Frenzy Casino Complaints

See all complaints for this casino

Redemption not honored or missing

I have requested 8 or 9 withdrawals and everyone has been confirmed amd processed but I never recieved them in my account I contacted support and they tell me they understand how important this is assure me that right team is looking into it and they will contact me if any updates . It’s been over a week and they have contacted me with any updates and just keep asking me to be patient terms says it can take up to 2 to 5 business days and I think it’s day 11 and the account was linked so it’s not like it could be sent to the wrong account they just are not paying it I could understand 1 transaction but not 8 I still have 500$ in my account and asked them today if I request a redemption will I get it in the time frame stated in the terms and conditions or do I need to switch to a different account and they have not responded

Resolved

$8,000

Help me with getting redemption please

I started playing on Thursday.

I won 600 dollars. I redeemed 500 first and then 100. They asked for my documents. I got the email saying my documents were approved and they issued me a redemption but I can only do one every 24 hours which is fine. But the weird thing is that I did the 500 first.

They sent the 500 back to my account and only sent me 100. So I thought whatever I’ll keep playing. I turned that 500 into 2000. Tried to redeem but it failed. I asked support what was going on and the lady told me there was a technical issue. So I waited and redeemed again. Then the next email gave me a specific time I could withdraw when the 24 hr reset. So I waited and did it. Needless to say, I just kept using my sweep coins.

I got it all the way up to 5000 now.

It declined my transactions a few more times. I emailed them again and got a response asking me to clarify if it’s still not working. So I tried again and this time it didn’t kick it back to my account and is in the initiated phase. Which I was happy about. But got an email today saying that there is a technical issue and they're working to resolve it as quickly as possible.

They had no problem sending me the 100 right away. But now it just seems like there trying to get out of paying me. Not sure. I was told by one of their reps that if it didn’t work, they had a simple fix and would do it manually. I don’t know what’s going on. Never had any problem on other social casino websites.

Resolved

$5,000