Complaint #19 Megaslot Casino

Account verification issue and proof of deposit

By HeitXo

3 years ago

Good evening, on the 25th of December I deposited 30CAD via interact for the Megaslot casino. I started playing and on the 27th of Dec I started account verification. All documents were accepted except what they called proof of deposit, a document where you can read all the deposit information: day, my name, my address, account number (IBAN) and the details of that transaction. I sent a copy of the transfer email, a copy of the bank statement (December), I went to my manager at the bank and when I explained the situation he printed it and sent a document that meets all the requested information, but again the Megaslot Casino replied that it was not possible carry out the verification of the account which, according to them, lacks only this data. I will send all documents sent and denied and I would like to know the reason for being denied and if these documents really cannot be used, send an example document that would be accepted, as I have no more options. Thank you.

Disputed Casino Megaslot Casino

Reason Verification issues

Amount $30

Discussion

AskGamblers

• Support Team

3 years ago

Dear @HeitXo,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Megaslot Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Megaslot Casino

• Representative

3 years ago

Hello Benjamin,

We are well aware that the situation is indeed confusing. We have strict rules regarding the verification process, so let's clear them up for you.

You have successfully verified your identity and address, only proof of payment remained. It is desirable that the proof contains as much detail as possible: date and time stamp, deposit amount, reference number, your name, and IBAN on one page. Since some information was missing, we requested as many documents as possible to verify that the bank account belongs to you.

The confusion occurred when we were unable to check everything correctly because the required information was in different documents. As soon as we rejected one of them due to lack of information, it was removed from your side, making it impossible to check all the documents together. After we double-checked your deleted documents along with the ones you currently have uploaded, your bank account has been verified.

So, now all you have to do is confirm the second payment, which was made with a credit card, and upload a selfie with your identity document, where you are holding a paper with the text “Hi MegaSlot” + the current date in your hands. Once this is done and verified, your account will be fully verified, and you will be able to withdraw funds.

You can always write to us at [email protected] for details on the verification process, or you can use live-chat on our website.

Best regards,
Megaslot Casino Team

Megaslot Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $1,313

Avg. Complaint Duration 5 days

Avg. Response Time 1 day

Megaslot Casino Complaints

See all complaints for this casino

Delayed payment of 3300 euros

I deposited 150 euro 12.12.2022. First deposit bonus 100% to 150 euro.

I won 3300 euro. I send all asked documents and my account was fully verified 14.12.2022.

Megaslot keeps canceling and delaying the withdrawals.

After 15.12.2022 i havent heard or gotten any information from the casino referring to my winnings.

I cant understand how malta mga casinos can operate like this.

- Soraya < surname removed >

Resolved

€3,300

Deposit pending for days

I play at this casino using Skrill as my preferred payment method. My deposits are usually immediately available in my casino balance. I made a deposit of €20 on 28 Jul 2022 via Skrill, but it went into a state of "Pending" with the casino. I confirmed that the payment had been taken from my Skrill account and sent the casino proof of the payment along with a screenshot showing the corresponding Pending transaction on their own website. I was asked to wait 24 hours, which I did. Following the 24 hour wait, I contacted them again (2 days after the deposit was made), and have been asked to provide evidence of the payment again (despite already providing it 2 days ago). I have now been told I'll have to wait up to another 3 days for a response. This is clearly unacceptable - they have clear proof of the payment and it's sitting there awaiting processing on their own records, yet they want me to wait a total of up to 5 days for them to process. Why should I have to wait 5 days for them to process my deposit due to some problem with their system/staff that resulted in it not being processed when I made it? Their website T&C's states Skrill deposits are "Instant". Note I had no issues with deposits made via Skrill before this one, and have made plenty of deposits since (while this issue is ongoing) without any issues - just this one deposit on 28 Jul 2022 wasn't processed.

Resolved

€20

MegaSlot not sending winnings

I have had an unpleasant experience with MegaSlot.
Everything seems good with a brand till you win something and try to cash out money.

I won 1320 euro and made cash out, after I received an email that my cash out was canceled because I need to do KYC.
I sent all documents and my account is fully verified so I made cash out again on 16.12.2020 and I was waiting 7 days. Still did not see my funds in Nereller and did not receive any update email about cash out.

So I contact them again and receive an answer that money is sent out and it can take up to 5 days and should arrive in the next 2 days.
And they will send proof of payment to my email the next day.
Of Course I did not receive anything and now it is 29.12.2020, 13 days has past since I made cash out.

Contact again to explain where my money is and why I was told that money was sent?
Got only copy paste answers that they are sorry and I need to wait a bit more.
Without any explanation why their colleague lied about traction, when I will receive money etc. .

Resolved

€1,320

Declined to verify my account

I registered in this casino on 1/07/2020. First thing i did was to upload my documents. I asked support to verify them and i was told that i need to deposit first, so they can approve my deposit method as well. I deposited on 1/7/20 and on 16/7/20. Whole sum is 41 euros. From 1/7 till late July, i never managed to verify my account. The reason was that my phone bill wasnt in Latin as support stated. I informed them, that in my country, it was impossible to have a bill or bank statement in Latin. I offered support to translate the bill from Greek to English and i even sent them the document. Their response was that if it wasnt sealed by a lawyer they couldnt accept it. I was really astonished by their response, so i told them that i dont want to have my account opened since i wont be able to withdraw anything at all and thet agreeded. So my deposits were made for no reason at all, since i couldnt withdraw anything at all. Now i saw on their terms, that was there all along. The support could easily ask for a video verification, for customers that dont have bills in Latin. Its stated on their terms and they never ever asked for video verification. I want 41 euros refund for my deposits. I think its very fair that i come here to solve it nicely with askgamblers instead of going straight to MGA.

Resolved

€41

Delayed €1,150 payment

Hello,

The 23rd of July i won some money, Eur 2150,- to cash out. The first EUr 1000,- i alrady want to pay out. No problem at all and perfect fast service. But the next Eur 1150,- is drama. I have made a request at the 24th and cancelled it after 8 days, because nothing happened. There are system problems, payment provider problems and the standard message: "All withdrawal requests are processed in queue order. We try to do everything as fast as possible. But our security department checks every cashout in order to prevent fraud. So it takes some time. " They copy-paste this message everytime i ask for a status, and as i said, i already received a payment of Eur 1000 without issues so i did not expect this. The payment terms are: within 3-5 days. So it is now, in attempt 2 already 9 days. It feels not ok and i'd like to ask you to help me to get my funds. Many thanks.

Resolved

€1,150