Mega Medusa Casino - Hráčský účet byl uzavřen po žádosti o výběr.

I deposited in the casino, won about 3600k AUD and requested a withdrawal. I was contacted by the financial department to request the BTC wallet for confirmation, but immediately after that my account was disabled. I can't access it and they haven't responded to my emails for 3 months. Can you help me?

Dear puzzimazzi,

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 specify if only your BTC wallet has not been verified in the casino? Have your other documents including your ID, proof of address, and proof of payment been approved during the KYC verification?

How many times did you deposit money into the casino?

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

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

Dear Veronika,

Thank you for your prompt response to my complaint and for seeking additional clarification. I appreciate your assistance in resolving this issue. Please find my responses to your questions below:

• Yes, I have already been verified through the third-party system Inclave. This verification process included my ID and proof of address.
• I have only made one deposit to the casino.
• I received an email from the casino's payment department regarding this matter. The email was focused on the BTC wallet

This is the email I received:

----------------------------

We hope this email finds you well. 

We acknowledge receipt of your crypto address. However, we do not send payments to Cash based crypto address.  

In view of the above we would like to request you to provide us with a Coin based crypto address.  

(Please keep in mind that this kind of address starts with numbers and not letters). 

Thank you for your understanding, we are looking forward to your response. 

Kind regards, 

Mile R. 

Finance Team 

----------------------------

I hope this information helps clarify my situation. If you need any additional details or have further questions, please don't hesitate to ask. I'm eager to resolve this issue and regain full access to my account.

Thank you for your attention to this matter.

Thank you for your responses and the email you received from the casino.

Have you provided the casino with a Coin based crypto address as requested?

Yes i did

Could you kindly specify when exactly you sent your Crypto address to the casino? Have you received any response from the casino to check if they received your email?

Also, please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case along with any evidence you consider important to my email address at veronika.l@casino.guru.

Thank you for your cooperation and I look forward to assisting you further.

I sent the wallet address as soon as I read the email, after which I was no longer able to access my account. While I appreciate your time, I find these ping-pong requests for information that was already present in my original message to be a waste of time.

So I'll repeat:

As soon as I provided my wallet address to this casino, if it can even be called that, they disabled my access without any reason. All my emails and requests for information have remained unanswered, since the chat is not available to users who aren't logged in.

There's nothing more to add. No responses received, no further communication possible. This so-called casino has effectively stolen my funds and cut off all contact. End of story.

Thank you very much, puzzimazzi, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you puzzimazzi for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Mega Medusa Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

Dear puzzimazzi, I got in contact with the casino representative who told me your account was closed due to chargebacked deposits. Can you verify if you have indeed requested a chargeback from your bank? Thank you in advance!

I wish to clarify that this information is incorrect. I have only ever made deposits using cryptocurrency and have never initiated any chargebacks through a bank. As cryptocurrency transactions are irreversible by nature, a chargeback would not have been possible with my deposit method. 

Dear puzzimazzi, I apologize but I must have mixed some information up. The casino representative has informed me that you have made double-spending deposits, which weren't credited to the casino. I have requested additional evidence of this and will update you about any new developments. Thank you for your patience during this time!

I can confirm that I only made one deposit, which appeared successful on my end. Could you please provide the transaction hash for this deposit? Since some time has passed, I need this information to double-check on my end as well. Thank you for your assistance and attention to this matter. Additionally, if there was an issue, could they explain why I haven’t received any response to my multiple previous emails regarding this? This lack of communication is concerning and not the way such matters should be handled.

I will request the transaction hash from the casino representative and update you as soon as possible. Thank you for your cooperation!

Peter, I have located the LTC transaction from June 16, and it was successful. I have both the screenshot of the deposit and the transaction hash. I just sent you an email.

Thank you for providing me with the info. According to the casino representative, this deposit's token was used in multiple casinos from this brand and due to that, you were supposed to be able to achieve a double-spending deposit. To be quite honest I don't know if something like this is feasible as I'm not well-versed in the cryptocurrency payment methods. The only thing I can think of is asking you if you played at multiple casinos at the time you played here. Thank you in advance!

This excuse is entirely unacceptable and shows either ignorance or a deliberate attempt to mislead. The transaction I provided is absolutely unique and immutable on the blockchain. Anyone can independently verify that it was confirmed and completed successfully. There is zero possibility of double-spending, and the idea that this could have happened is absurd. The wallet address from which the payment was sent is clearly documented, and I’ve sent indisputable proof, including the transaction hash and a screenshot.

I will not tolerate these blatant lies and attempts to avoid paying what is rightfully owed to me. I have wasted enough time on this nonsense, and I refuse to be dismissed or treated like a fool. The evidence I provided is clear, and the transaction was completed without issue. This is simply a case of the casino trying to dodge its obligations and keep players' money through deceitful tactics.

I am now sending you via emai detailed list of all transactions made from the wallet used for the deposit, taken directly from a Litecoin Explorer. These transactions are all timestamped and permanently recorded on the blockchain, proving they are unchangeable.

You will clearly see that each transaction was successful, and for June 16th, there is only one transaction for the specified amount. The evidence is undeniable, and there is no room for doubt.

I demand immediate action to pay out my winnings. Enough of these games and dishonest practices. Respect my time and rights as a player, and pay what is owed immediately.

Dear puzzimazzi, I have contacted the casino about this providing the evidence you have shared but I have not received an adequate explanation of their reasoning. As it seems they won't be changing their stance on this I am forced to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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.

Best regards,

Peter