Hello! I started playing at Megadice Casino on February 6, 2025. My total deposits are 5469 TRX,

at the moment the balance on the office is 4233 TRX. That is, for all time I have lost 1236 TRX. I bet to withdraw 750 TRX from the account, the withdrawal was rejected, they asked to pass verification. I passed the identity verification, but I can’t pass the address verification. I sent them 3 documents that meet all their document requirements - this is an Internet bill, a water bill, heating, etc., an electricity bill, but they reject all 3 documents. I ask to name the reason for the rejection, they do not name it, they say another department is handling this. As I understand it, it is not realistic to confirm the address in this casino, they reject all documents and do not explain the reasons for the rejection

Dear Eduardk6, 

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you're facing.

Please understand that KYC is an essential process during which the casino ensures that funds are sent to the rightful owner. Since casinos cannot physically verify players’ identities and documents, KYC is the only way they can complete the verification process. Serious and licensed casinos take KYC procedures very seriously, and it may take a few working days to complete the thorough verification.

Could you kindly forward the documents you’ve submitted for address verification to my email at [email protected]?

Do your utility bills include all the necessary details for verification, such as your personal information and the same address you’ve provided in your casino profile?

When was the last time you communicated with the casino regarding your account verification?

I hope we can help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hello! Yesterday was the last time I spoke to the casino about checking the account. I asked them to give the reason for the rejection, they did not give it, they said another department is handling this, send another document, although I have already sent them 3 documents

Yes, all 3 utility bills include all the necessary information for verification, my personal details and the same address as stated in the profile, but the Casino rejects these documents and does not explain the reason.

I sent you by email 3 documents that I sent to them to confirm the address.

Thank you for your email. Could you also please forward me the messages you received from the casino after the documents were rejected?

Hello! I have sent you by email the correspondence with the support service, and numerous letters rejecting the document confirming the address...

Thank you very much, Eduardk6, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Eduardk6,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I would like to ask you, whether there are any alternative utility bills you can provide to the casino?

I would also like to invite the Mega Dice Casino representative to enter the discussion. Dear casino representative, could you please check the case and explain to us what happened? What is the issue with the documents Eduardk6 provided? Alternatively, can you give us some guidance on how to proceed?

Hello! I don't even know what else I can send them, I've already sent 4 documents, I've been verified in other casinos without any problems using any of these documents. In Mega Dice Casino, I have more deposits than money in my account, that is, I've lost more than I've won. And they still won't let me make a withdrawal without accepting 4 documents.

Hi there,

Thank you for bringing this matter to our attention. We would like to confirm that the issue regarding the delayed withdrawal has now been fully resolved.

Kind regards,

Mega Dice Complaint Team

Dear Mega Dice Casino representative,

thank you very much for the update.

Dear Eduardk6,

Can you please confirm the withdrawals have been paid out, so we can close this complaint as resolved?

Hello! Thank you very much! I confirm that the problem has been solved, I have withdrawn the funds.

I have not uploaded any document for the last 2 weeks. After writing a complaint, they confirmed my address without providing documents. I am very interested in why they did not accept 4 documents from me, what was the reason?

Dear Eduardk6,

We're happy to hear that your issue has been dealt with, so we'll go ahead and mark the complaint as 'resolved' in our system. As for the verification delay, we can only presume what the reasons for it were, as we do not have any more information than you.

However, we would like to thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martin Lambert

www.kpvfaw.com