Complaint #17 Mega Casino

Refusing to honor withdrawal

By Lauren L.

9 years ago

Message on forum

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

Disputed Casino Mega Casino

Reason Declined payment

Amount €510

Discussion

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• Malta

9 years ago

There has been emails to and from with Mega Casino however the complaint Is still on going and unresolved ... please see emails below (oldest first)

From Me:
I did not in fact self exclude what i had done was contact that site jn regards to closing that so would be interested for you to please prove that i self excluded? Can you please get a copy of chat log from that site to show me this? I know this will show i simply wanted to just close that account. If i do not like a site and wont play on it then I don't like keeping it open with my bank details on it. I should be able to close sites that i don't like without having it held against me on other sites.

I deposited on Mega Casino that night due to a promotional email, please explain how that is fair to send me the email, let me deposit, play and win and then say im self excluded. Also would you have returned my deposit if i had lost that night? I highly doubt it.

I look forward to hearing from you once you have gathered more information.

Mega Casino:
Dear Lauren,

Thank you for taking the time to respond to my email.

Our system indicates that you have indeed Self –Excluded yourself on 30/6/2017 at 08:13:27, GMT.

As for the chat log, I’m afraid that we do not have this as we are another casino, however, I am sure that if you check your emails, you will find communications from Drueck Glueck which would have your interactions with them documented. Following a Self –Exclusion, an email is always sent to a member to confirm the period, therefor you should have this either in your inbox or spam folder.

As for closing the accounts you want, we totally agree and as you are aware you are able to do this through our player limitation area at any time, however when choosing to close your account, there are implications and these are extensively described in our terms of use under the Player Limitation Facility.

As for the refund of your deposit, I can assure you that it would have taken place either way as we take such matters very seriously and follow to the letter these procedures, under the current rules of our License.

I hope that this has clarified the matter.

Best regards,

Luke
Customer Support Manager
www.megacasino.com

Me:
I cannot find a self exclusion email because as previously stated i have never self excluded from that site. I suggest you prove this to me as i believe what you are telling me is incorrect.

Olga on live help the day after I requested the withdrawal confirmed to me I had no restrictions/self exclusions on your site, which being your site you will be able to see. You cannot claim this but then stop someone's withdrawal because clearly that is a restriction.

If I was self excluded (which im not) please could you explain how it is fair to continue to send promotional emails, allow deposits and allow me to play?

You have preciously stated it was only when i withdrew that you linked me to another account on another site. If this is the case and I had lost that night but not won then how would you have ever known I needed a return on my deposit? That just doesn't add up to me and feel im either being penalised for winning and wanting the money or that you are inaccurate in stating I would have got deposit money back even if didn't win.

Mega Casino:
Dear Lauren,

Thank you again for your response.

I can understand your frustration in this matter but I can assure you that the Self-Exclusion took place and that we have it well documented in our system. This has been thoroughly checked and may also be confirmed to you by DrueckGlueck.com.

Furthermore in your chat conversation with my colleague on 07/19/2016, she did expressively tell you that you were not self-excluded on your MegaCasino account,but on another account under the same license.

What we stated was that, upon confirming that the 2 accounts were by the same person, the account was restricted, winnings voided and deposit refunded, fully in line with our terms of use and regulator.

I understand that this may come across as unfair to you Lauren, however in the light of responsible gaming, this is ultimately the best course of action.

Once a self-exclusion has taken place, due to the Remote Gaming Regulation, there is no other option available for us. Reason to which your deposit would have been refunded either way.

Best regards,

Luke

Me:
Ok if you have the self exclusion well documented on your system you will have no problem in showing me this? I did not self exclude from that site, I shut the site down as I did not like it. If i try to log into that account on that site it doesn't allow me and this is because I closed it not self excluded.
So like I previously said if I hadn't have won that night and you checked my account for the withdrawal then how would you have known to refund my deposit? Seems a rather backwards way of doing things rather than to stop all lines to he account.

I still do not believe this is fair. I did not self exclude from that site and so far you have not been able to do or say anything in proof of what your saying. I closed an account because I didn't like a site, I then got a promotional email from u, deposited on your site, played and won on your site then when I try and withdraw I get email a day later saying withdrawal cancelled with no explanation as to why, making me then chase up what has happe d. What part of that is responsible and fair of you? Is it really responsible gaming to allow someone to do all of the above go a day thinking they had 510 euros on way back to them and then not even explain yourself in the email?

Mega Casino:
Dear Lauren,

Thank you for your email.

Please note that the only options that are available in the Player limitation facility of the cashier, are those represented in the screenshot that I have attached for your convenience.

These limitation options are the same for all casinos under the same license. As you will see, there is no options to simply shut down the site or anything else other than what is represented.

As the indications on the screen shot also show, you are indeed able to login to your account but you will not be able to either deposit, play in real money mode or receive promotional email.

You are able to login to any of your accounts under the same license and verify this information.

Lauren, I hope that this has clarified the matter for you as the decision of the casino is final and cannot be reversed under the rules of our regulator.

If you have any further questions, please don’t hesitate to let me know.

Best regards,

Luke
Customer Support Manager

Me:
I can appreciate that you have attached a screen shot but however it fails to meet my point. I did not self exclude I asked for that site to be shut down. As of yet you have failed to show me that the account has been self excluded. If you share same licence and can share info on me being self excluded then im sure you could share chat logs etc. These will clearly show that i did not self exclude, i did not ask to be self excluded, I asked for my account to be shur. Anything that's then been done has been done via your staff. Please show me and all on askgamblers the chat log as this will clearly show I am not in the wrong here.
I kindly suggest you get this situation looked into further before you email back again ignoring my point.

My last email back to Mega Casino was 26/07/16 at 10:20am, I await a response.

Mega Casino

• Representative

9 years ago

Hi,

This is the answer we received from Mega Casino support:

The customer in question has Self-Excluded from DrueckGlueck.com, which is under the same license as Megacasino.com. This Self Exclusion has been active since June 30th, 2016.

On 17th July 2016, she deposited on the MegaCasino.com account and as soon it was confirmed that it was the same person, the account was restricted, winnings voided and the deposit refunded.

These actions are in line with our terms and conditions under clause 20.3.2.

Furthermore, due to Remote Gaming Regulation clause 43, point 5, there is no other course of action available to us.

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

Hoe all is clear...

Regards,
Prime Gaming

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• Malta

9 years ago

I have found below response in my junk emails...

Hi Lauren,

My name is Boyana and I am a member of Customer Care Team.

I am contacting you regarding your account and withdrawal.

I completely understand your frustration in this matter, however kindly be informed that we have to follow the rules of our regulators when it comes to this.

We are responsible gambling company and it is very important for us to follow these guidelines.

Once again Lauren, I do understand the way you feel, however ultimately this is the only course of action we can take.

Should you require further assistance or information, please reply to this message or chat with us live.

Regards,

Boyana
Megacasino Customer Support

I do not feel this is satisfactory so have responded....

Hello Boyana

Thanks for your response however you have failed to explain the situation in any way.

Could you please explain to me what this rule is your following? Olga on live help has previously explained to me that it is due to me blocking one of my other accounts on a different site. I advised her that I have closed gambling sites down in the past if I have not liked them but never before had this held against me on another site? Please could you provide me with proof/details or what this rule is, what the site is and when I supposedly did this?

Please could you explain to me how it is responsible of you to allow someone to deposit, play, win, withdraw and go a day thinking they have won 510 euros to then a day later send an email saying withdrawal has been cancelled with no explanation etc? You were continuing to advertise your site to me via emails with promo codes etc.

I eagerly await a response in regards to this.

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• Malta

9 years ago

As of yet Mega Casino have failed to respond to my above complaint. Only time I have heard from Mega Casino since the above complaint has just been them sending me promotional emails with deposit codes attached. I am eager to get this resolved and would be grateful if someone at Mega Casino could look into the above complaint for me.

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

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

Winnings refused

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

Resolved

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