Hello,

I won 4.000 euro at mega.bet

I wanted to withdrawal and verified myself with the program Sumsub. I was verified.

But then they needed one more document to proof my identity, so I did send 3 paychecks.

Suddenly they blocked my account and won't pay out my winnings?!

I asked them to pay out my winnings, but they claim I did not follow there Terms of Use for verification. But I did!

Dear Mariska,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• When did you create your account, and when was it verified by Sumsub?
• Could you please advise when exactly you sent the additional documents to the casino?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Did you receive any messages or notifications explaining why your account was blocked?

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

Best regards, 

Natalia

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

When did you create your account, and when was it verified by Sumsub?

I created my account 14-05-2025 , it was verified after I won money and wanted to cash out. (28th I was verified by sumsub, I made a printscreen)

Could you please advise when exactly you sent the additional documents to the casino?

First I recieved an email to confirm my identity with Sumsub (28 may) I did, and I was verified.

Later that day I recieved another email they needed one or more documents within 7 days to process my verification faster. They said I can choose from different acceptable documents. For example recent payslips, tax returns, bank statements or proof of capital source. I did send my payslips yesterday 29th.

Have you provided all the required documents as soon as possible and in the correct format? 

Yes I provided the documents within 24H and the right format.

Did you receive any messages or notifications explaining why your account was blocked?

Yes they send me a reply after I send my paychecks; 'Dear User, we regret to inform that your account has been permanently blocked in accordance with paragraph 6.3 of our Terms of Use following unsuccesful completion of the KYC verification process'

I did sent several emails and complains, also by chat. They keep replying the same thing 'Your account has been blocked according point 6.3 )

Thank you very much for your reply, Mariska. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

I did sent several e-mails.

They also have a fake e-mail in their "AML & KYC POLICY"

Contact Us

If you have any questions about our AML and KYC Policy, please contact us:

By email: [email protected]

If you have any complains about our AML and KYC Policy or about the checks done on your Account and your Person, please contact us:

By email: [email protected] THIS address does not exist.

Thank you very much, Mariska, for your cooperation. I will now transfer your complaint to my colleague Michal ([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 Mariska,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Mega.Bet Casino to join the conversation.

Dear Mega.Bet Casino,

I would be grateful if you could provide clarification regarding the closure of the player's account and the non-processing of the withdrawal. The player's verification was successfully completed by Sumsub, and there appears to be insufficient information explaining why the player supposedly did not successfully complete the entire KYC process. If this information is confidential and not appropriate for public sharing, I kindly request that you send it to me at [email protected], along with any evidence that supports your actions.

Dear Michal,

Thank you for your assistance in helping to resolve this case.

As the information related to this matter contains confidential elements, we have sent a detailed explanation along with supporting documentation directly to your email address at [email protected].

Please feel free to reach out if you require any additional details or clarification.

Kind regards,

Mega.Bet Team

Dear Mega.Bet Team,

Thank you for your email. I have replied with some further questions and my insights regarding the case and am looking forward to your response.

Dear Mariska,

I have also replied to your email and am looking forward to your reply as well.

Dear Michal,

Thank you for your help.

I did send proof to your e-mail.

Kind Regards,

Mariska Verheij

Dear Mariska,

Thank you for your emails with the evidence. I will continue with my dialogue with the casino team. I kindly request your patience during this time, and I hope to provide some updates soon.

Dear Mega.Bet Team,

I am looking forward to your reply to my email.

Dear Michal,

Thank you for your response and additions.

We have sent you a reply to your message with consideration of the additional data you provided to [email protected].

Please do not hesitate to contact us if you need any further details or clarification.

Best regards

Mega.Bet Team

Dear Mega.Bet Team,

Thank you for your email. I have shared my thoughts regarding the situation and suggested a suitable course of action to effectively address the matter.

Dear Michal,

Thank you for your response.

We have sent you a reply to your message.

Best regards

Mega.Bet Team

Dear Mega.Bet Team,

Thank you for your email. I have conveyed my insights concerning the situation and proposed an appropriate course of action to effectively resolve the issue.