Megawins Casino

Unfair delay on verification process

€6500

Hello,

So i openned account on megawins.com and deposited 50 euro and won 700 euro and decided to cash out. Seen they have an upload documents section so i uploaded everything that was requested there. (Bank statement,Proof of ID and card pictures). It was friday night,saturday i went on the chat and asked how long it will take to get verified and they told me that there is nobody from security team on the weekend,so clearly i had to wait untill monday (fair enough).

By monday i played a bit more and reached to 1300 euro . And here it gets interesting i went on the chat again on monday and asked if they can verify me,the operator told me it takes up to 24 hours but also to make sure to upload a selfie holding my ID (THIS WAS NOT MENTIONED IN THEÝRE DOCUMENTS SECTION) . So tuesday morning i uploaded the selfie as well in that section ..about midday i went on the chat again since more then 24 hours passed since monday morning,this time i had 2300 euro in my account(yes quite lucky) and the operator simply told me to wait a bit more and to not worry as there is a tag on my case and that security will see first thing in the morning(WHAAAAT ? ANOTHER DAY TO WAIT..48 HOURS NOW)..hmm ok.
Wednesday i noticed that the bank statement wich i uploaded just past the 90 days so to avoid any delay i reuploaded a diferent page from my bank statement,from december. And i contacted the chat again midday as i had no answer from this security team ..this time with 2700 euro in my balance waiting to cash out. And surprise surprise the bomb gets dropped,because i reuploaded documents my case got somehow at the bottom list or something so the clock got reset to 24 hours each time i uploaded a file (but remember,with the selfie it wasn't mentioned in the documents section,so it's they're fault for delaying this). All this days i was checking my email every 2 minutes hoping the secuity team will verify me..i'm a scheptical person and i was worried they won't pay me(i still do believe that they wait for me to loose the balance).

Anyway on wednesday after talking to Christina on the chat (probably the manager) for about 30 minutes she assured me that tomorrow starting 09:00 UCT time the security team will get me veryfied as she put o priority tag on my case and that they will get back to me for sure,remember i was very pushy and Christina very kind to assure me that thursday will get sorted. So finally i had some piece of mind that this will end thursday(today). But today i recieved an email from the support( not the security team) saying that '' we put a priority tag on your account and we expect that the security team will verify your account during today'' .This basically disregarded everything that Christina said a day before,it wasn't for sure today anymore. So i went back to track Christina on the chat and again she explained to me that they follow the protocol and it will be veryfied today for sure,but i asked her for the security email to contact them myself.
They replied shortly to my email and they said to have patience and that tomorrow they will verify my account..so now i have to wait another day for them to take a look at some pictures. It is clear for me that they will say that it will be on monday ..and so on,they simply don't like the fact that i won 2700 euro with only 50 euro.

Also i'm going on holiday for 16 days on sunday and probably i won't be able to acces my account from a diferrent country (they know about that as well) . I'm hoping if you guys contact them and ask them to stick to they're word and verify those pictures today as they keep saying they do. If not i hope you pin this somewhere so people can avoid this casino,nobody disurves to go through this,we are customers after all.

Severe breach of terms & conditions

€2700

Dear Askgamblers support,

Summary:
On the 18th of September 2018, I opened an account at this casino and made my first deposit. I provided all the required documents for verification purposes in order to have a win processed. All was good and my account was verified.

I have had gambling problems and therefore I have self excluded myself at a lot of casino brands.

Megawins is part of the known Direx Group. I am a citizen of the Netherlands. Here is the link to their terms and conditions. https://help.megawins.com/terms-and-conditions/terms-and-conditions-of-megawins/terms-conditions-of-megawins

In 3.2.8. of their terms and conditions it is stated: Customers from Netherlands are restricted from playing for real money and Bitcoins.
In 3.10. of their terms and conditions it is stated: If you are a player from France, Spain, the Netherlands, the UK, US or any of its states, you won't be allowed to play real money wagering games including bitcoins. These terms and conditions have been effective from: May 25th 2018 and Last Updated: July 3rd 2018.

At all of Direx group's casinos, players from the Netherlands are restricted. At this casino as well as you may read in their terms and conditions, but they acticated my account, verified my account with all the necessary documents, let me deposit huge amounts, let me wager etc, processed some withdrawals etc.. This is against their own terms and conditions, thus it is illegal. It is a severe breach of their terms and conditions and against their own polity, their group's policy etc.

As I have submitted a complaint earlier, with some other points I will skip that.

I have sent several mails to Megawins, I will send them seperately to [email protected], as per suggestion of your own customer support agents. Currently they have blocked access to my account, without any prior notice. I am unable to access my account, therefore I am unable to send you the deposit transcript. What I will do is, I will give you my bank statement with the deposits to their casino highlighted, from the 1st deposit to the last deposit. I deposited through my creditcard as well, I am sending those statements as well. What more prove can I give for you to see the deposits.

The concerned amount equals to more then 35.000 euros from the 18th of september onwards.
Unfortunately they are not responding to my queries to settle this matter. I received an email, that the matter is escalated to the manager at Megawins.

Megawins has unfortunately not taken responsibility as a professional casino that would protect its customers and act according to terms & conditions, law and responsible gaming policies.

Solution: All money deposited to be returned from the first deposit to the last deposit. Any winnings I had they may deduct from the deposited amount.

Unable to set deposit limits, giving misleading information

€38609

I joined this casino as it looked pretty decent- nice, clean layout and good welcome bonus. I searched the website all over to find a way to set a small monthly deposit limit of 20 euros a month, but to no avail so decided to deposit anyway and contact their customer support in the mean time. I ended up depositing 170 euros (way over my desired 20 that I like to play for the fun). If I was able to set a deposit limit, this would not have happened. Customer service replied saying they are unable to set limits and that I can do so on their website. Checked their website again, but definitely no way to set limits. I then contacted their live chat who also confirmed that they can not set limits and that there is also no way for me to do so myself. I have never heard of this in all the time I have been gaming and this is a pretty standard request these days. I would like my deposit money back.

275 € delayed paying, no communication at all

€200

I withdrawed the amount of 275 Euro on 14th August 2017. I uploaded my Documents on 15th August 2017 but they are still pending. Until now i did not recieve a message. I tried to find the support but there is not chat avaible and no Email on the site. I tried this email [email protected] that i found by google but no answers. I even went through every Spamemail but cant find anything. I hope to get in contact over Ask Gamblers. Kind regards, F. Mandelbaum

Unjustified confiscation of 0.634 BTC winnings

€275

On July, 29, 3 days ago I signed up on megawins.com, deposited .18 BTC and played for a couple hours, after which I was lucky enough to grow my balance to .634 BTC. I tried to withdraw in the evening. The following morning, I received an email about my account being suspected for multi-account, and was requested ID, a picture of me holding my ID, a bank statement to prove the address, a screen of my deposit and a screen of whatismyip.com Email went unread till the morning of July 31. On Aug 1, I had the intention of having all of my bitcoins of my private wallets thanks to Bitcoin.com recommendations, so as soon as I read my email, I sent my documents in and contacted support and asked them to keep an eye on the withdrawal, because I wanted to have the possibility to spend my Bitcoin Cash. Chat: http://imgur.com/a/dV9iB After that I, the night of July 31, I received an email stating that my account was gonna be closed for double spending and my funds confiscated! Obviously, I didn't double spend. Tx id of the deposit is: 62a3240be0919d7d933b1263e8df7416cdf4379d82ad7c30786ba17a32b287d7 I also sent them a screen of a transaction of my depost: http://imgur.com/xEZ1iqI.jpg Email from the website claims that they reserve the right to void wins done with 0 confirmations. However, my account was credited with bitcoins and I risked quite a bit to win those .634 BTC. Most of the time I'd have lost my deposit and the casino would've made a win, I can't believe there is any casino license that allows them to claim my balance in the small chance I don't lose it, unless of course they have sound proof of fraudulent behaviour, which they don't. In fact – I haven't told this to megawins, because I don’t trust them to solve this privately anymore – a day before that transaction, I made a deposit on bitcoinpenguin.com. I also bet as soon as I was credited, and I withdrew, “luckily” at a loss of .1 BTC. I hope this remove the doubt of me having any bad intentions with this transaction. http://i.imgur.com/0zuwEIf.jpg bitcoinpenguin.com, who is also on askgamblers.com, can confirm. I didn't dispute with megawins.com after the email. I decided to come and post here. What I believe at this point is they were trying to seize my funds since the start, possibly due to the huge number of Bitcoin that were being withdrawn due to the hard fork. Or worse, that they didn't have the funds to pay them anymore. Fact is, I wasn’t credited my .634 BTC. I hope that I am wrong and that they honour my risks and credit me my .634 BTC. I also hope that the .634 BCH they embezzled by keeping my BTC for more than their own self-imposed 24 hours withdrawal window be credited to me, as the BCH alone it’s currently worth more than 300 USD. P.S.: To keep this in perspective for future readers, in case this compliant stands: .634 BTC = 1775 USD while .18 USD = 500 USD.

$1775

Complaint Statistics

Resolved 6

Avg. Amount $ 9,290

Avg. Complaint Duration 18 days

Avg. Response Time 2 days

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Netherlands is restricted... still can log in to my account and make deposits.... that's strange!! I asked support to block my account and that on askgamblers false information's to read... (Netherlands accepted) the Netherlands is an restricted country on megawins!!

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Today playing here you no longer can hope to win something but lost only in 5-10 minutes after deposit but that maybe I'm unlucky. Not big deal for me. But it's issues me that I been waiting and still waiting for casino team can remove my older Neteller account. I was cancel and have new Neteller account. Now I can't make deposit by Neteller , i been asked support for 3days still not proceed yet. I still can't make deposit. What answer I get from support " said it's not they power to do it but her will tell finance team to fix my issues on this evening " now I waiting and waiting and waiting longer than one evening. So i think i need to decide to walk away from Megawins Casino. I really disappointed with them support service. I was really love this casino and it my favorite casino I even tell my friends to deposit here. From they slow service and useless support unprofessional service. I not recommend. No issues fix on time they tell me. Not care customer like they're said will send me email but not receive email from them at all. Game payout is down and lower than usual. Disappointed too many things.

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