The player from Croatia, a VIP member of Mega Casino, has faced seven rejected withdrawal requests over the past three weeks despite a fully verified account and previous successful withdrawals. Communication with the casino has been frustrating, with repetitive and generic responses that do not resolve the issue.
Igrač iz Hrvatske, VIP član Mega kazina, suočio se sa sedam odbijenih zahteva za povlačenje u protekle tri nedelje uprkos potpuno verifikovanom računu i prethodnim uspešnim isplatama. Komunikacija sa kazinom je bila frustrirajuća, sa ponavljajućim i generičkim odgovorima koji ne rešavaju problem.
Zdravo, suočavam se sa problemom sa Casino Mega Casino. Ja sam VIP igrač i često igram u njihovom kazinu. Moj nalog je u potpunosti verifikovan, a prethodna povlačenja su uspešno obrađena. Međutim, od moje poslednje pobede 24.12.2024, moji zahtevi za povlačenje su odbijeni 7 puta, uprkos ponovljenim uveravanjima da će uplata biti izvršena.
Komunikacija sa kazinom bila je frustrirajuća i ponavljajuća. Odbijaju povlačenje, a zatim tvrde da je sve u redu i obećavaju da će to brzo rešiti, ali se isti problem stalno ponavlja. Čini se da su njihovi odgovori putem e-pošte generički i svaki put kopirani. Možemo li da rešimo ovaj problem kako bih mogao da dobijem pomoć koja mi je potrebna da ga rešim?
Hello, I am facing an issue with Casino Mega Casino. I am a VIP player and frequently play at their casino. My account is fully verified, and previous withdrawals have been successfully processed. However, since my last win on 24.12.2024, my withdrawal requests have been rejected 7 times, despite repeated assurances that the payment would be made.
The communication with the casino has been frustrating and repetitive. They reject the withdrawal, then claim everything is fine and promise to resolve it quickly, yet the same issue keeps recurring. Their email responses appear to be generic and copy-pasted each time. Could we address this issue so I can receive the assistance I need to resolve it?
Dragi Gandalf1k,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja da razjasnim vašu situaciju.
Možete li nas obavestiti da li ste izabrali da se povučete koristeći isti metod koji ste uspešno koristili ranije?
Da li je korisnička podrška kazina objasnila zašto je vaše povlačenje otkazano?
Da li ste pokušali da izaberete drugi način plaćanja za svoje poslednje povlačenje?
Da li su svi vaši načini plaćanja verifikovani?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Zbog povećanog obima pritužbi u ovo doba godine, molimo za strpljenje dok čekamo naše odgovore. Cilj nam je da objavimo svaku žalbu u roku od 48 sati od podnošenja, ali zadržavamo do 7 dana da odgovorimo na sve naknadne komentare. Pored toga, imajte na umu da će možda biti potrebno malo duže da vaša žalba bude dodeljena rešavaču, jer trenutno upravljamo sa preko 900 žalbi.
Vaše razumevanje je veoma cenjeno. Želimo vam ugodne praznike, a mi ćemo vam se javiti što je pre moguće.
Dear Gandalf1k,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please let us know if you chose to withdraw using the same method you have successfully used before?
Has the casino customer support explained why your withdrawal was canceled?
Have you tried choosing a different payment method for your most recent withdrawal?
Are all your payment methods verified?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Draga Veronika,
Hvala vam na odgovoru.
Da, koristio sam isti metod povlačenja koji sam uspešno koristio ranije — bankovni transfer u istu banku koju sam stalno koristio za depozite. Nažalost, kazino nije dao nikakvo jasno objašnjenje zašto su moja povlačenja otkazana. Prilažem snimak ekrana njihove e-pošte, u kojoj se jednostavno kaže da im je žao i da će rešiti problem. Međutim, nakon sedam odbijenih pokušaja povlačenja i više od mesec dana čekanja, napredak nije postignut, što je neverovatno obeshrabrilo.
Svi načini plaćanja povezani sa mojim nalogom su u potpunosti verifikovani, jer je to bio uslov za uspešnu obradu prethodnih isplata. Nisam pokušao da koristim drugi način plaćanja, jer mi je bankovni transfer uvek bio zgodna i pouzdana opcija.
Cenim vašu pomoć da mi pomognete da rešim ovaj problem i radujem se vašem odgovoru.
Dear Veronika,
Thank you for your response.
Yes, I used the same withdrawal method I have successfully used before—bank transfer to the same bank I have consistently used for deposits. Unfortunately, the casino has not provided any clear explanation for why my withdrawals were canceled. I am attaching a screenshot of their email, which simply states they are sorry and will resolve the issue. However, after seven rejected withdrawal attempts and over a month of waiting, no progress has been made, which has been incredibly discouraging.
All payment methods linked to my account are fully verified, as this was a requirement for successfully processing previous withdrawals. I have not attempted to use a different payment method, as bank transfer has always been a convenient and reliable option for me.
I appreciate your assistance in helping me resolve this matter and look forward to hearing back from you.
Hvala vam puno, Gandalf1k, što ste dali sve potrebne informacije. Vašu žalbu ću sada preneti koleginici Katarini ( katarina.d@casino.guru ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, Gandalf1k, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) 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.
Dragi Gandalf1k,
Zovem se Katarina i pomagaću vam u rešavanju ovog slučaja. Žao mi je zbog situacije u kojoj ste se našli.
Sada bih želeo da pozovem predstavnika CasinoMega da se pridruži ovom razgovoru.
Poštovani CasinoMega, možete li dati više informacija o ovom slučaju?
Radujem se vašem odgovoru.
Dear Gandalf1k,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite CasinoMega representative to join this conversation.
Dear CasinoMega, could you please provide more information about this case?
Looking forward to your reply.
Zdravo, upravo sam dobio e-poštu u kojoj se kaže da je moj nalog zatvoren zbog neuspele telefonske verifikacije. Međutim, više puta sam ih kontaktirao, a oni su samo pominjali rešavanje pitanja mog povlačenja. Nikada nisu pominjali ništa o telefonskom pozivu, a ja nemam propuštenih poziva na telefonu. U prilogu pronađite snimke ekrana njihovih e-poruka. 
Hello, I just received an email saying my account was closed due to failed phone verification. However, I contacted them multiple times, and they only mentioned resolving the issue of my withdrawal being canceled. They never mentioned anything about a phone call, and I have no missed calls on my phone. Please find screenshots of their emails attached.
Dragi Gandalf1k,
hvala vam na poruci.
Da li sam dobro razumeo, da nikada niste zakazali verifikacioni poziv sa kazinom?
Poštovani CasinoMega,
možete li dati više informacija o celoj ovoj situaciji?
Dear Gandalf1k,
thank you for your message.
Do I understand correctly, that you have never scheduled the verification call with casino?
Dear CasinoMega,
could you please provide more information about this entire situation?
Da, to je tačno. Nikada nismo zakazali poziv i mogu da podelim ceo naš razgovor da ovo potvrdim.
Yes, that's correct. We've never scheduled a call, and I can share our entire conversation to confirm this.
Dragi CasinoGuru,
Želeli bismo da pružimo pojašnjenje u vezi sa zabrinutošću klijenta u vezi sa našom odlukom o zatvaranju naloga.
Moramo naglasiti da ne zakazujemo pozive za bezbednosne provere iz očiglednih razloga. Naše odeljenje obezbeđenja pokušalo je da kontaktira klijenta u više navrata, ujutru i uveče. Zbog GDPR-a i poštovanja privatnosti, ne možemo otkriti tačne datume i vremena ovih pokušaja. Međutim, sa sigurnošću možemo potvrditi da su ovi pozivi obavljeni i da je signal bio prisutan tokom svakog pokušaja.
Kao što je navedeno u našoj prethodnoj komunikaciji sa klijentom, odluka o trajnom zatvaranju njihovog naloga doneta je nakon detaljnog pregleda i konačna je. Nećemo se upuštati u dalje diskusije o ovom pitanju, jer ostaju značajni bezbednosni problemi u vezi sa klijentom.
Imajte na umu da je početni depozit klijenta vraćen i verujemo da će to moći da potvrde na svom kraju.
Cenimo vaše razumevanje i saradnju. Ako su vam potrebne dodatne informacije koje su u skladu sa našim obavezama poverljivosti, slobodno nas kontaktirajte.
Srdačan pozdrav,
Kazino Mega
Dear CasinoGuru,
We would like to provide clarification regarding the customer’s concerns about our account closure decision.
We must emphasize that we do not schedule calls for security verifications for obvious reasons. Our Security Department attempted to contact the customer on multiple occasions, both in the morning and evening. Due to GDPR and privacy compliance, we cannot disclose the exact dates and times of these attempts. However, we can confidently confirm that these calls were made, and a signal was present during each attempt.
As outlined in our prior communication with the customer, the decision to permanently close their account was made following a thorough review and is final. We will not engage in further discussions about this matter, as significant security concerns regarding the customer remain.
Please note that the customer’s initial deposit has been refunded, and we trust they can confirm this on their end.
We appreciate your understanding and cooperation. If you require any further information that aligns with our confidentiality obligations, please feel free to contact us.
Best regards,
Casino Mega
zdravo,
Pišem da bih rešio problem u vezi sa mojim nalogom. Broj telefona na koji sam se prvobitno registrovao je neaktivan mesecima. Sada imam novi broj i shvatam da ga nisam ažurirao u vašem kazinu. Kao takva, svaka tvrdnja da je postojao signal kada ste pokušali da me kontaktirate je netačna, i to mogu potvrditi.
Štaviše, moj račun, koji je imao stanje, zatvoren je nakon što sam uložio javnu žalbu. Zatvaranje mog naloga bez obaveštenja o svojoj nameri da pozovete je i neprofesionalno i duboko razočaravajuće.
Smatram da je ova situacija veoma razočaravajuća, posebno imajući u vidu da sam bio VIP igrač, redovno igrao u vašem kazinu i potrošio značajnu količinu novca.
Ovo je ozbiljna stvar, a ja sam dokumentovao sve naše prethodne razgovore i relevantne činjenice.
S obzirom na ove okolnosti, nastaviću sa daljim radnjama da rešim ovo pitanje.
Hello,
I am writing to address an issue concerning my account. The phone number I originally registered with has been inactive for months. I now have a new number and realize I had not updated it with your casino. As such, any claim that there was a signal when you attempted to contact me is inaccurate, and I can confirm this.
Furthermore, my account, which had a balance, was closed after I made a public complaint. Closing my account without notifying me about your intention to make a call is both unprofessional and deeply disappointing.
I find this situation highly disappointing, especially considering I was a VIP player, regularly played at your casino, and spent a substantial amount of money.
This is a serious matter, and I have documented all our previous conversations and relevant facts.
Given these circumstances, I will be pursuing further action to address this matter.
Hello Gandalf1k,
We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dragi Gandalf1k,
hvala vam na porukama.
Postoji nekoliko pitanja koja su se pojavila tokom analize ovog slučaja.
Možete li navesti kada ste prvi put otvorili nalog u CasinoMega?
Koliko dugo je vaš prethodni broj telefona bio neaktivan?
Da li ste primili depozit koji je kazino naveo u svojoj ranijoj komunikaciji?
Dear Gandalf1k,
thank you for your messages.
There are several questions that have arisen during the analysis of this case.
Could you please indicate when you first opened an account at CasinoMega?
How long has your previous phone number been inactive?
Have you received the deposit that the casino referenced in their earlier communication?
Zdravo, otvorio sam svoj CasinoMega nalog 24. juna 2023. Moj prethodni broj telefona je bio neaktivan nekoliko meseci. Nisam primio depozit i više ne mogu da se prijavim na svoj nalog.
Hello, I created my CasinoMega account on June 24, 2023. My previous phone number has been inactive for several months. I haven’t received my deposit, and I’m unable to log in to my account anymore.
Dragi Gandalf1k,
hvala na ažuriranju.
Poštovani CasinoMega,
u svetlu ovih novih informacija, da li biste bili spremni da obavite još jedan poziv za verifikaciju za ovog klijenta, molim?
Dear Gandalf1k,
thanks for the update.
Dear CasinoMega,
in light of this new information, would you be open to conducting one additional verification call for this client, please?
Dragi kazino guru,
Cenimo vaše napore u posredovanju u ovom slučaju i želimo da ponovimo naš stav u vezi sa zabrinutošću korisnika.
Kao što je ranije navedeno, odluka o trajnom zatvaranju naloga klijenta doneta je nakon detaljnog internog pregleda i ostaje konačna zbog bezbednosnih razloga. Moramo da naglasimo da ne zakazujemo pozive za bezbednosne provere, jer bi to ugrozilo naše interne procedure. Naše odeljenje obezbeđenja je više puta pokušavalo da stupi u kontakt sa kupcem, ujutru i uveče, i signal je bio prisutan pri svakom pokušaju.
Pored toga, želeli bismo da istaknemo ključnu tačku u našim Uslovima i odredbama, koju je kupac pročitao i sa kojim se složio:
4. Nalog igrača
4.2. Od vas se traži da stalno ažurirate svoje podatke o registraciji. Ako promenite svoju adresu, e-mail, broj telefona ili bilo koji drugi kontakt ili lične podatke, kontaktirajte da biste ažurirali informacije o Vašem nalogu. Ime koje dajete Operateru prilikom registracije mora biti identično onom navedenom na vašoj identifikaciji koju je izdao državni organ.
Klijent je izričito potvrdio da je njihov registrovani broj telefona bio neaktivan nekoliko meseci i da nisu ažurirali svoje podatke u skladu sa našim Uslovima i odredbama. Ovo potvrđuje da odgovornost za održavanje tačnih informacija o nalogu leži na igraču, a svaki propust da to uradi ne garantuje izuzetak od naših utvrđenih bezbednosnih procedura.
Štaviše, možemo ponovo da potvrdimo da je poslednji depozit klijenta vraćen. Ako im budu potrebni dodatni detalji, dobrodošli su da kontaktiraju naš tim za podršku, a mi ćemo im dati ARN broj, koji mogu da koriste za verifikaciju transakcije u svojoj banci.
Cenimo vaše razumevanje i saradnju po ovom pitanju. Napominjemo da je ova odluka konačna i kao takva smatraćemo da je ovo pitanje rešeno.
Srdačan pozdrav,
Kazino Mega
Dear Casino Guru,
We appreciate your continued efforts in mediating this case and would like to reiterate our position regarding the customer's concerns.
As previously stated, the decision to permanently close the customer's account was made following a thorough internal review and remains final due to security concerns. We must emphasize that we do not schedule calls for security verifications, as doing so would compromise our internal procedures. Our Security Department made multiple attempts to contact the customer, both in the morning and evening, and a signal was present during each attempt.
Additionally, we would like to highlight a key point in our Terms & Conditions, which the customer has read and agreed to:
4. Players’ Account
4.2. You are required to keep Your registration details up to date at all times. If You change Your address, e-mail, phone number, or any other contact or personal information, please contact support@casinomega.com in order to update Your Account information. The name that You provide to the Operator at registration must be identical to that listed on Your government-issued identification.
The customer has explicitly acknowledged that their registered phone number had been inactive for several months and that they had not updated their details as required by our T&Cs. This confirms that the responsibility to maintain accurate account information rests with the player, and any failure to do so does not warrant an exception to our established security procedures.
Furthermore, we can reconfirm that the customer’s last deposit has been refunded. If they require further details, they are welcome to contact our support team, and we will provide the ARN number, which they can use to verify the transaction with their bank.
We appreciate your understanding and cooperation on this matter. Please note that this decision is final and as such we will consider this matter to be resolved.
Best regards,
Casino Mega
Poštovani CasinoMega,
hvala vam na poruci.
Osim broja telefona koji nije ažuriran, da li postoje neki drugi razlozi da zatvorite ceo nalog ovog igrača, molim?
Dear CasinoMega,
thank you for your message.
Apart from the phone number that has not been updated, are there any other reasons to close this player's whole account, please?
Dragi Gandalf1k,
Želeo bih da vas uverim da se o ovom slučaju aktivno razgovara sa predstavnikom kazina van ove teme. Obavestiću vas čim budem imao relevantne vesti da podelim.
Dear Gandalf1k,
I would like to assure you that this case is being actively discussed with a casino representative outside this thread. I will inform you as soon as I have any relevant news to share.
Poštovani CasinoMega,
Čekam vaš odgovor. Ukoliko su vam potrebne dodatne informacije sa moje strane, slobodno me kontaktirajte.
Dear CasinoMega,
I am awaiting your response. Should you require any additional information from my side, please feel free to contact me.
Dragi kazino guru,
Hvala vam na odgovoru.
Nakon detaljnog pregleda, imajte na umu da smo pored prethodno vraćenih 270 EUR direktno na instrument plaćanja korisnika, izdali i refundiranje preostalih 3730 EUR.
Kao takav, smatrali bismo da je ovo pitanje rešeno.
Cenimo vaše razumevanje i saradnju po ovom pitanju.
Srdačan pozdrav,
Kazino Mega
Dear Casino Guru,
Thank you for your response.
After a thorough reviewal, please note that in addition to the previously refunded 270 EUR directly to the user's payment instrument, we have also issued a refund of the remaining 3730 EUR as well.
As such, we would consider this matter to be resolved.
We appreciate your understanding and cooperation on this matter.
Best regards,
Casino Mega
Poštovani CasinoMega,
hvala vam na ažuriranju.
Dragi Gandalf1k,
možete li potvrditi da li ste primili svoja sredstva?
Dear CasinoMega,
thank you for the update.
Dear Gandalf1k,
could you please confirm whether you have received your funds?
zdravo
Još nisam dobio svoja sredstva. Možete li da potvrdite kada su poslani? Da li treba da ostavim još nekoliko dana za obradu?
Hi,
I have not yet received my funds. Could you please confirm when they were sent? Should I allow a few more days for processing?
Dragi Gandalf1k,
hvala na ažuriranju.
Sačekajte do 14 radnih dana za obradu vaših sredstava. Cenim vaše strpljenje i ako bude bilo kakvih novosti, ne oklevajte da mi se obratite.
Dear Gandalf1k,
thanks for the update.
Please allow up to 14 business days for the processing of your funds. I appreciate your patience, and should there be any updates, do not hesitate to reach out to me.
zdravo
Do sada sam dobio 3.191 €, ali još čekam da mi isplate preostalih 539 €. Za razliku od prethodnih uplata, ja to ne vidim u planiranim uplatama.
Možete li da proverite i date ažuriranje?
Hvala vam!
Hi,
So far, I have received €3,191, but I am still waiting for the remaining €539 to be paid. Unlike the previous payments, I do not see it in the scheduled payments.
Could you please check and provide an update?
Thank you!
Dragi Gandalf1k,
hvala na ažuriranju.
Možete li da vidite ta sredstva na računu vašeg igrača, molim?
Dear Gandalf1k,
thanks for the update.
Can you see those funds in your player's account, please?
zdravo,
Još uvek nisam dobio povraćaj celog iznosa koji je kazino naveo da će kreditirati. Do sada sam dobio samo 3,191 €.
Da li je moguće da objasnite šta se desilo sa ostatkom bilansa? Hvala vam na pomoći oko ovog problema.
Hello,
I still haven’t received a refund of the full amount that the casino stated they would credit. Up until now, I have only received €3,191.
Is it possible for you to explain what happened to the rest of the balance? Thank you for your help with this issue.
Dragi Gandalf1k,
hvala na poruci.
Poštovani CasinoMega,
da li možete da date objašnjenje u vezi sa statusom povlačenja?
Dear Gandalf1k,
thanks for your message.
Dear CasinoMega,
could you please provide an explanation regarding the status of the withdrawal?
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
