Dear Askgambler,
I recentely joined Megacasino and made a first deposit.
As a welcome they offer 100% bonus.
The bonus was automatically added to my account after the deposit and the wagering amount to clear the bonus was visible on my account as well as the real money / bonus money. The overview was good for a mobile casino (i only play on mobile casino's since we no longer have a desktop pc).
After playing for a while and hitting a few big wins my balance was up to a little over 200,00€ ( original deposit was 30€ + 30€ bonus) and i cleared the bonus wagering requirements.
As of that point my full balance was real money and this was also visible in the cashier.
I continued to play and got a big win on the slot Zeus III ( 180€) and won another 200€ at playing blackjack.
After a few other wins my balance was at 670,00€.
(Please not that these winnings were made after the bonus was already cleared)
When i lost over 150,00€ in blackjack in a short while I decided to request a payout of 415,00€ and play with the remaining balance of +\- € 85,00€
According to the first email I received regarding the payout this should be done GMT the next day.
Unfortunatelly this didn't happen and i contacted support the next day by email. The email was not replied and i decided to call Megacasino.
A cust. rep looked into the matter and stated that everything was ok and the payment would be send to the accounting department today.
I received a confrimation email of this after the call.
However on wednesday the withdrawal was still pending, i emailed again but unfortunattely again no reply.
Again i had to call and another cust. rep checked the status and stated that the withdrawal was under review and could not tell me when it would be proccessed or why...
She was not able to assist me any further and apologized for the inconvenience.
Later the same day i finally received an email regarding my request.
It stated;
Dear customer,
Your withdrawal request has been cancelled.
If you would like any additional information please contact support!
First of all i think this is a poor way of service, if a withdrawal is cancelled support should give the reason why this is being cancelled.
Of course any player wants to know why.
So I contacted support (again) and after a few hours I received an answer (please find the email at the bottom along with my reply).
It states that I violated the bonus terms by playing on either a live roulette/table game, a jackpot game or one of the following slots.
This is not true, i never entered (in any casino online) any live sessions.
I also did not play on any jackpot game or one of the mentioned slots (this isn't even possible because the mentioned slots are not available to play mobile so I could not have played any of them)
I replied (copy below) and asked what game i played that i wasn't allowed to. However up till now (12 hours later) no reaction.
Besides the false bonus term violation not only was my withdrawal cancelled, my full balance was removed and only the initial deposit was returned!
So by violating any bonus terms, (and again I would like to point out that i did not do so) not only the bonus is removed (30€) but also all real money will be removed / stolen from your account.
If by any means i did play at any restricted game (first of all i think this should be blocked if a bonus is active, however i can't check if this is blocked because the games were nit even available) i would agree that the bonus would be cancelled, however the bonus was only 30,00€.
It pure theft to remove the entire balance ( 415,00€) and only return the initial deposit.
Also all winnings were made with real money (i never got at the point that i played with bonus money only) and were made after the bonus was already cleared.
This casino should be added to the blacklist if this issue will not be resolved.
Please find a copy of the email:
Dear Alexsandrant,
As far as i'm aware of i did not play any of those games, if by mistake i did play any of the games, there was no notification that this was a game that was not allowed, or did not count towards wagering. Again i did not play any of those games (none ring a bel).
Besides this point, i made most of the money when my bonus was already cleared, al winnings after the bonus was cleared should be in my account without any rules, or are there rules for real money as well.
If any game is nit allowed to play, this should be mentioned when opening tje game or it should be not available to play when a bonus is active.
Again most of the winnings were made after the bonus was cleared (bonus amount was around 200€ when it cleared) after that i won over 180€ on Zeus III.
If i accidentelly played at one of the games that were not allowed, you can sinply remove this from the wagering requirements in stead if completelly remove all winnings.
I would like to know on what of the mentioned games i might have participated and at what time, since i only play mobile most of the games (if not all) are not even available.
If is no way to treat your or any customers and not give any info regarding payouts and conpletelly remove a balance without any notice.
I also contacted you by phone three times and everything was in order long distance calls set me back 20€ for you.
If the issue will not be resolved or a good conpensation (only the winnings/losses from the restricted games are not available) i will be necceserry to report this to the gaming commision and will post the entire case online.
Please reply before GMT 00:00.
And please return the 30€ that was in my account again to my Skrill account or my bank account.
Verstuurd vanaf mijn iPhone
Op 9 sep. 2015 om 19:38 heeft MegaCasino Support het volgende geschreven:
Alexsandrant
Verstuurd vanaf mijn iPhone
Op 9 sep. 2015 om 19:38 heeft MegaCasino Support het volgende geschreven:
Dear Jordy,
We are contacting you regarding your withdrawal.
Please be advised that we have cancelled your withdrawal request, removed winnings and returned the original deposit back to the real money balance, as you won breaching our Bonus policy:
Excluded games (see clause 37): Bonus balance cannot be used in Jackpot games and/or Live Casino Games/ Live Dealer and the following Slots games, Blood Suckers™, Kings of Chicago™, Dead or Alive™, Devil's Delight™, The Wish Master™, Champion of the Track™, Robin
Dear Jordy,
We are contacting you regarding your withdrawal.
Please be advised that we have cancelled your withdrawal request, removed winnings and returned the original deposit back to the real money balance, as you won breaching our Bonus policy:
Excluded games (see clause 37): Bonus balance cannot be used in Jackpot games and/or Live Casino Games/ Live Dealer and the following Slots games, Blood Suckers™, Kings of Chicago™, Dead or Alive™, Devil's Delight™, The Wish Master™, Champion of the Track™, Robin Hood: Shifting Riches™, Jackpot 6000, Mega Joker - We reserve the right to add any game to this group of games.
You can check our bonus policy here: http://www.megacasino.com/bonuspolicy.asp
If you require any further assistance, please feel free to contact us back anytime.
Kind Regards,
Alexsandrant
Megacasino Customer Support
www.megacasino.com
Tel no:+1 647 724 4691
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