I deposited money into this casino, but when I opened the game, I could not play because of all the errors.

When I asked support to investigate and refund my money, I was told that it was a violation of the Terms of Service and my account was closed.

The casino has not provided any evidence of a violation of the Terms of Service.

After checking, it appears that the casino is intentionally making up reasons to block users and deny withdrawals, as there have been several similar complaints in a short period of time.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mega.Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share your communication with the casino regarding the presence of errors in games, and the casino accusing you of breaking the terms and conditions?
• Could you please advise which game you attempted to play and in which games you encountered errors?
• Do I understand correctly that you couldn't wager any money in the casino at all?
• Did you accept any bonuses offered by the casino?
• Share screenshots here or send the information to my email at [email protected]

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The casino claims to be a restricted country, but Japan is not included in the restricted countries in the Terms of Service, and the casino guru knows this, so they have posted that access from Japan is allowed.

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello andandjonnyx,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

It turns out that the blocking of the account was a misunderstanding.

However, this does not solve the problem of not being able to play at this casino and thus not being able to meet the wagering requirements and 

not responding to refunds, so the deposit amount is still stolen.

Dear Matej,

Nice to meet you!

The user's account was mistakenly blocked but access has already been restored.

The user did contact us about issue with placing bets in one game. The manager informed the customer about possible access issues due to location restrictions on the provider's side and offered a list of other available providers to make sure that none of the games worked as claimed by the user. The player then refused to cooperate and provided no confirmation that none of the games were working. As I can see, the player's betting history shows successful bets in different slots after contacting us with a given issue.

To summarize, the user refused to cooperate by providing confirmation that he cannot play at our casino. The activity log shows successful bets in various slots made recently, so there is no reason for a refund. The player can wager the balance and withdraw the funds according to T&C.

Feel free to ask if you need further assistance from our side.

All the best,

Mega.Bet Casino Representative

I registered in advance to see what games are available.

The fact that most of the games are actually unplayable and I can only play games I am not familiar with is reason enough for a refund.

How many times do you think I have submitted screenshots showing that I can't play?

It is too arrogant to advertise that there are thousands of games available, and then ask us to play those games and withdraw money, while actually leaving only a few games available to play.

EVOLUTION,hacksaw,spribe and all the major game providers have been wiped out.

Also, I made a deposit using the first deposit bonus, at which time I could not even play the pragmatic games.

Dear Mega.bet Casino Representative and andandjonnyx,

Could you please confirm whether andandjonnyx is requesting a refund of all his deposits? As it stands, if andandjonnyx is dissatisfied with game availability, he has the option to close his account and retain his remaining balance, rather than seeking a full refund.

To make a withdrawal, I must wager the amount of deposit.

But as you can see, most of the games are unplayable and I cannot wager properly.

Also, while waiting for the casino to take action, my bonus has expired.

I would like a refund with no wagering as this is due to a glitch in the casino.

Dear andandjonnyx,

Approximately what percentage of the games are unavailable?

Dear casino representative, please also confirm this information.

At least the proprietors you would normally play with are not available.

Considering that evolution accounts for most of the live casino popularity, we can say almost everything about live casinos.

Dear Matej,

The screenshot that the user attached to the previous message as proof was submitted to our support team a few minutes after the customer activated the bonus. It is quite likely that the bet rejection was due to the user trying to bet bonus funds in live games.

Unfortunately, the screenshots provided by the player are too cropped to help us in our investigation. There is no date or balance visible to see how relevant the problem is. I would be very grateful if the player would provide actual uncropped screenshots or screen recording as our managers have kindly asked to do. It would help a lot in resolving this problem if it exists.

Based on the available information I can assume that the betting failure was due to an attempt to place bets on the bonus balance in games this is not available. List of games for wagering the bonus balance is limited, but for main balance bets it is quite rich.

That's a lie.

I did not wager my bonus funds on the live casino in the first place.

The bonus money is used after the real money is used up in this casino.

As you can see from the fact that I still have real money in my account, I did not wager with the bonus money in the first place, and the real money wagers have failed.

Dear andandjonnyx,

Given your situation, I believe there's no issue with you recording a video showing how you attempt to access several games of your choice. (with error) Please create the video and send it to the casino support team.

https://gyazo.com/2997ed3ff5d38a50bca75e2a18c50346

Dear andandjonnyx,

Could you please create a longer video featuring multiple game openings?

That is technically not possible.

A few seconds of video is the limit.

Maybe you could try using a different tool to record the video. I’m perfectly fine recording a much longer session—more than just a few seconds. I’m sure it will help the casino technicians identify the issue

A few seconds is the limit.

Limit of what?

Due to the tools, we are limited to a few seconds of video.

Of course, we can provide longer videos if you are willing to purchase a powerful video tool.

ScreenApp – screenapp.io

RecordCast – recordcast.com

Loom (Free tier) – loom.com

All are free and allows you to record longer video.