Hi, please help me with megadice.com casino. 

I played in this Casino a little bit back in February, after requesting a withdrawal I was asked for verification (I did not know this as the letter came to my mail, I rarely go there). 

For my work I am going away for a long time, I arrived in April, decided to pass verification and take my money, after verification of identity with a document, I was asked to confirm the address. 

I uploaded a statement from the bank once (I got a cancellation). 

2 times I sent a utility bill (also rejected). 

3 times I also sent a bill for utilities after that I waited 2-3 days and wrote to the support on the site and I was blocked. 

For what they blocked me I do not know + took my money. \

By the way I didn't win anything from them, my account is in minus but still megadice.com Company decided to take my money. 

Please help me with them

Dear volsels,

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 take KYC lightly and it might take a few working days to complete this thorough process.

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

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or bet on sports?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Hi, thank you for deciding to help me with my situation 

1. Yes I have sent my documents (first I tried my passport, it didn't work to scan then I attached my driving licence), I can pass any identity checks.

2. My entire balance is less than the deposit (I never activated the bonuses) 

3. I have played a little in the casino and placed bets. 

This is the first casino in my experience that doesn't want to give my money back even though I haven't won a dollar from them!!!!! 

Sent screenshots to your email.

Dear volsels, could you please forward the full email communication you had with the casino, including the documents that the casino claimed were not accepted?

Hi, I sent you all the correspondence with the casino to your email + the documents I sent to confirm the address. 

The rest of the correspondence that was with the support on the site I can't get as I can't log in to my account.

Thank you very much, volsels, for providing the necessary information. I will now transfer your complaint to my colleague Martin ([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 volsels,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Mega Dice Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was volsels's account closed? In case the evidence is sensitive, you can send all information to [email protected]

Thank you in advance for providing us with your view of the issue.

Hi there,

Following an internal review, the account was closed due to a breach of our Terms and Conditions.

Supporting evidence has been sent to [email protected].

Best regards,

Mega Dice Casino Team

What kind of investigation can there be? You have my documents, I haven't even won anything from you, you just take the players' money. If you have doubts about my documents, let me personally call you with a video and show you everything.

Dear volsels,

I can confirm we have received the message from the casino. Its contents can not be shared here publicly, as the casino wishes to protect its internal processes, but the evidence presented proves its terms and conditions have been clearly breached. I understand this might raise some questions, but this is casino's right.

I fully understand this is not the outcome you wished for, but I truly can not do anything to help you, as the breach is very clear. I can only advise you to be more careful with verification processes in the future, and in case you decide to play in different casinos, take more time to read their terms and conditions.

I am sorry I could not be of further help.