Complaint #7 Megaslot Casino

MegaSlot not sending winnings

By Girts C.

5 years ago

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. .

Disputed Casino Megaslot Casino

Reason Delayed payment

Amount €1320

Discussion

AskGamblers

• Support Team

5 years ago

Dear @asfaltadels,

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.

Megaslot Casino

• Representative

5 years ago

Dear Askgamblers Team and ASFALTADELS,

We want to inform you that the player's withdrawal was successfully approved.

The issue was on the payment provider's side and unfortunately, we have no influence on it. In addition, we didn't pay attention to the fact that the player broke our bonus terms and conditions of the first deposit bonus and made bets of 5 EUR instead of 1 EUR and approved withdrawal.

All in all, we believe that this complaint should be marked as resolved.

Thank you for understanding!

Kindest regards,
Megaslot Casino Team

asfaltadels

• Latvia

5 years ago

I don't know on which imaginary world Megaslot is living, because only what I got past 22 days is that they are sorry that I need to wait.
And still do not explain the reason for what they were doing the past 22 days.On top of that they cancel payments which need to be approved again and transaction will take up to 5 days (as live chat informed me).

Megaslot Casino

• Representative

5 years ago

Dear Askgamblers and ASFALTADELS,

We regret to inform you, that the withdrawal was not generated on the side of the payment provider. ASFALTADELS was also informed regarding the case via email. Unfortunately, such situations happen, and we are not able to influence them in any way. The sum of the unsuccessful withdrawal was returned to the gaming balance. We kindly ask the customer to make a new withdrawal request, it will be approved as soon as possible. Hope, this time you will get the winnings without any delays and embarrassments.

We are really sorry for the inconveniences caused. In case of any additional questions feel free to contact our support team - we work 24/7 and will be more than happy to help you.

Thank you for understanding and cooperation!

Kind regards,
MegaSlot Casino

Megaslot Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $1,313

Avg. Complaint Duration 5 days

Avg. Response Time 1 day

Megaslot Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 3 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

Megaslot Casino Complaints

See all complaints for this casino

Account verification issue and proof of deposit

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.

Rejected

$30

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

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