Good afternoon, the issue I'm experiencing occurred upon registration. I uploaded the necessary documents, and while they were being reviewed, I made a deposit and played roulette where I won. Of course, now to withdraw, they're supposedly verifying my documents. However, it's been over 48 hours, and I haven't received any emails, and in my account, it still says "under review". I've already sent two messages to support, with no response. From what I've read, the review usually takes place within 24 hours, but it's already been 48 hours, and they're also not responding to my emails.

Buenas tardes , el problema es que al registrarme , he subido los documentos , y mientras los revisavan ,he depositado , he jugado la ruleta y gane ...y claro ahora para retirar ...supuestamente tienen que verificar los documentos ....pero ya han passado las 48 H y no recibi ningun correo y en la cuenta todavia pone ¨"en revision" ...he mandado ya 2 mensajes al soporte y no me contestan ...lo que yo he leido es que antes de las 24 h lo revisan , pero ya han passado 48 y tampoco me contestan los correos.

Dear Valentin611,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Tomas

Dear Valentin611,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi There,

I checked this and see the documents you submitted were reviewed on the 12th of August, however, we are still missing documents in order to fully verify the account.

Please upload the following to your account to be reviewed by our payments team:

Your EU Green card or Residency Permit.

Thanks for understanding

Thanks to the casino representative for their reply.

Dear Valentin611,

kindly submit the necessary documents to the casino and let me know about the result.

I'll await your response.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We've reopened this complaint at the request of Valentin611. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

"Hello, I have reopened this complaint because after a long time I have returned to the megacasino page, and as happened the first time when I filed the complaint, I entered 50 euros and I have won again, when I want to withdraw the same thing they ask me for the documentation, I have already uploaded it, what I need is to upload the residence permit, but I do not have more space to upload documents, let's see if they will leave me an email where I can send the photo, what I cannot understand is why to make the deposit They don't have any problem, but when someone wins if they start with all kinds of measures...well, the last time it took so long for the magacasino to answer me and verify the documents...well, I lost all the money and in the end I no longer I had nothing to withdraw so I stopped answering, let's see how long it takes now."

We’ve reopened this complaint at the request of Valentin611. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

"Hola, he reabierto esta denuncia porque despues de mucho tiempo he vuelto a ingresar en la pagina de megacasino , y como paso la primera vez cuando puse la denuncia , ingrese 50 euros y he vuelto a ganar , cuando quiero retirar lo mismo me piden la documentacion , ya la he subido , lo que si me falta es subir el permiso de residencia , pero no tengo mas espacio para subir documentos a ver si me dejan un correo donde enviar la foto , lo que no puedo entender es porque para hacer el deposito no ponen ninguna pega , pèro cuando alguien gana si empiezan con todo tipo de medidas...enfin la ultima vez como han tardado tanto en contestarme y verificar los documentos los de magacasino ...pues he perdido todo el dinero y al final ya no tenia nada que retirar por eso deje de contestar , a ver lo que tardan ahora ."

Thanks for your clarification.

Could you please explain when you submitted the documents last time?

Have you received any response in the last two days?

Hi There,

I can see that you have managed to upload the required documents and these were verified on 28th May and you made 2 withdrawals on this day that were both completed the same day and sent to the registered card on the account.

If you have any further issues, please let us know.

Hello, everything is already fixed if...

Hola , ya esta todo arreglado si …

Dear Valentin611,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Mega Casino ES for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

www.kpvfaw.com