Good afternoon. I play regularly with a cashier with megafaraon casino. Yesterday (March 6) I was playing regularly and I even won a grand jackpot. I requested the withdrawal from my cashier and from there he never answered me again and blocked me from whats app. I can't access my megafaraon account now (and it's only been hours). I need you to give me an answer if you are going to pay me the money or not. Thank you so much

Buenas tardes. Yo juego regularmente con un cajero con el casino megafaraon. En el dia de ayer (06 de marzo) estaba jugando regularmente y hasta gane un jackpot grand. Le solicito el retiro a mi cajero y de ahi nunca mas me respondio y me bloqueo del whats app. No puedo acceder a mi cuenta de megafaraon ahora (y pasaron solo horas). Neceisto que me den una respuesta si me van a pagar el dinero o no. Muchas gracias

Dear eamurguia2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise if you passed the KYC verification before the casino blocked you?

Have you accumulated your winnings with or without an active bonus?

When did you create your account at this casino?

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

Best regards,

Kristina

Good morning Kristina, how are you doing? Thank you very much for your answer!

If I have made withdrawals before, I play in this casino since February 1, 2023. Could you tell me what is KYC verification please? because I have never completed anything. My ATM generated the user for me since megafaraon is its provider.

I have never used a bonus, my winnings are without an active bonus.

Whatever you need, I answer whatever.

Thank you very much and best regards

Buenos dias Kristina como le va? Muchas gracias a usted por su respuesta!

Si he realizado retiros antes, juego en este casino desde el 01 de Febrero de 2023. Podrias informarme que es la verificación KYC por favor? porque yo nunca he completado nada. Mi cajero me genero el usuario ya que megafaraon es su proveedor.

Nunca he usado un bono, mis ganancias son sin bono activo.

Lo que necesites, respondo lo que sea.

Muchas gracias y saludos cordiales

Good afternoon, how are you doing? Needs more information? I wait, thank you very much

Buenas tardes como le va? Necesita mas información? Aguardo, muchas gracias

Thank you very much for your reply, eamurguia2. Verification or KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method that was used to make a deposit, various selfies, etc.

Could you please advise if you provided any documents to verify your identity?

Good morning Kristina, how are you doing? Thank you very much for your reply! If I can provide what is requested without problem. I wait and thank you very much

Buen dia kristina como le va? Muchas gracias por su respuesta! Si puedo proporcionar lo que me soliciten sin problema. Aguardo y muchas gracias

Please note that I do not work for the casino. I asked if you ever provided any documents to the casino to verify your identity.

Yes I understand, thank you very much. I have not provided any document since the account was generated by an ATM whose provider was megafaraon. Thank you very much and greetings

Sisi entiendo, muchas gracias. No no he proporcionado ningun documento ya que la cuenta fue generada por un cajero cuyo proveedor era megafaraon. Muchas gracias y saludos

One last thing before we contact the casino - could you please forward all the relevant communication between you and the casino to [email protected] (if there is any)? Alternatively, you can post it here. Thank you in advance.

Dear Kristina, Good afternoon, how are you doing? Thank you very much for your reply! I have already sent everything! greetings

Estimada Kristina, Buenas tardes como le va? Muchas gracias por su respuesta! Ya le he enviado todo! saludos

Thank you very much, eamurguia2, for your cooperation. I will now transfer your complaint to my colleague Stefan ([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.  

Dear Kristina, thank you very much! excellent attention! greetings!

Estimada Kristina, muchas gracias a usted! excelente atención! saludos!

Dear eamurguia2,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear MegaFaraon Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can send it to my email address [email protected].

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you very much Stefan!! Greetings!!

Muchas gracias stefan!! Saludos!!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear eamurguia2,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. It appears that this casino operates without any sort of license, so there is also no regulatory authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry I could not be of more help on this occasion.

Kind regards,

Stefan