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Terrible Experience with MegaRiches Casino – Confiscated £31 000 My Winnings and closed account!!!

I had an incredibly disappointing experience with MegaRiches Casino and feel compelled to warn others. I deposited £1,150 on 01/01/2025 and had a lucky day, winning over £47,000. Initially, the casino requested account verification, which I promptly completed on 02/01/2025. My documents were approved the same day, and my account was fully verified. I was able to make some withdrawals, all of which were approved without any issues. However, things quickly went downhill. On 03/01/2025, I attempted another withdrawal, which was first marked as "pending" and later rejected. The funds were moved back to my casino account. When I reached out to customer support, I was told my account was "under routine checks." This seemed suspicious, as I had stopped playing and was only making withdrawals at that point. Over the following days, some withdrawals were approved, but now, any new requests are being rejected, and I am repeatedly told my account is under review. As per UKGC regulations, returning funds to a player’s balance instead of processing withdrawals is unacceptable and a breach of terms.Despite multiple attempts to resolve this via live chat, I’ve received no clear answers or timeframes. Customer support has been unhelpful and dismissive, leaving me extremely frustrated. My account is verified, and I’ve already had withdrawals approved, so there’s no valid reason for this delay. I still have £30,000 stuck in my account, and the casino seems intent on holding on to it. This experience has been incredibly stressful. MegaRiches Casino doesn’t seem to care about its players or their obligations under UKGC regulations. I strongly recommend avoiding this platform.

Case number: 557496454

UPDATE - Dear players, when you will win and try to withdraw from your FULLY VERIFIED account the routine checks ( 7 days from now) will begin and casino will come back with the same unhelpful answer as below. Be careful. ( I will update you all daily how long this takes)

ACCOUNT REVIEW TIME: 

7 Days- NO UPDATES.

8 Days- CASINO HAVE CLOSED ACCOUNT CONFISCATED ALL MONEY WHO LEFT IN ACCOUNT.

TELLING I HAVE DO FRAUDULENT,CHEATING, MANIPULATING GAME? 

HAVE ASKED PROVIDE PROOF ON THAT, AND GET ANSWER WE DONT HAVE ANY PROOF FOR YOU.

ANYONE ANSWER HOW THIS POSSIBLE IN CASINO WHO CONTROLLED BY UKGC AND HAVE LICENSE?

I OPENED ACCOUNT ON 11/2024 HAVE MADE 4 DEPOSIT AFTER FULLY VERIFIED ACCOUNT, AFTER HUGE WIN HAVE £47 000 ON MY BALANCE AFTER STOP PLAY. CASINO LET ME WITHDRAW PART MONEY AND WHEN £31 000 LEFT JUST CLOSED ACCOUNT AND CONFISCATED WINS, AND HAVE ALL PROOFS OF MY WIN RECORDED BONUS GAMES, ROUND ID TIME DATE.

DEAR UK PLAYERS YOU STILL WANT OPEN ACCOUNT AND PLAY HERE?

MEGARICHES.COM OWNER VIDEO SLOTS LTD AND BACK ON 2023 I FIND IN UKGC SITE THAT:

Videoslots Limited to pay £2m for regulatory failures.

Videoslots Limited will pay £2 million after social responsibility and anti-money laundering failures were uncovered during a Commission investigation.

JUST PLEASE GO AWAY FROM THIS CASINO BECAUSE ANYONE CAN BE IN MY SITUATION WHEN HAVE HUGE WIN!!!!

TAKE CARE ALL AND STAY SAFE!

Dear Pablito1993,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played?

Did you accumulate your winnings with or without a bonus?

Have you made any successful withdrawals from this casino before?

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

Hello, thanks for your message.

I mostly played slot games, time to time live roulette.

Also have huge win on slot royal potatoes 2 provider name- Print studios-.

you can see on picture round ID,bet amount and time/date. And also full amount of bonus game winning.

Not used any bonus or promotion just play in my own money.

Have verified account after withdrawal over 10 times before my account closed and money confiscated.

please help return my winnings.

Thank you.

Thank you for your reply. Has the casino stopped paying out your withdrawals only after you hit the huge win on the slot Royal Potato 2? Is this the last slot game you played before your gameplay was investigated?

Has the casino specified if the checks were related to this gameplay?

Please forward me all the communication between you and the casino customer support regarding the confiscation of your winnings and the closure of your account. My email address is veronika.f@casino.guru. Thank you for your cooperation.

Hello, not, after huge win I still continue playing. I have several withdrawals before this win and also when have this huge win still let me withdraw around 12 000. And when casino see I setup loss limit 10 pound per month,stop play and just withdraw money just payment team reverse all pending withdrawals to balance and tell my account on routine checks.

After one week casino have send email, I have breached T&C I am cheating manipulating games around 20 reason way my account closed and money confiscated. When have asked about any proof just tell me not proof available, this is casino decision.

I forward you email.

how this possible if account fully verified, have deposit 4 times and withdraw around 20 times?

I understand can close account when casino want its business decisions, but way confiscate money who its legal win and I not breached any of terms when opening account playing in same way like always!

Thank you very much, Pablito1993, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Can I ask you Veronica, you have escalate this with me, and after forward case to @branislav…

what is a different? And when and what I need expect on soon?

Hello, Pablito1993,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Mega Riches Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello Branislav,

Thank you for inviting casino to this conversation regarding my case.

I just want to clarify that my primary concern is not my player account, but rather the winnings and funds that the casino has been holding for over three weeks.

When my account was opened, I was allowed to deposit and play, verified account,process over 10 withdrawals, and even complete routine checks, why did the casino still allow me to withdraw £11,000 only to block my account and withhold the remaining £31,000 afterward? This situation is very concerning.

Its not me but casino breaching UKGC regulations and obligations.

Thanks.

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.

Hello Branislav.

Like you see casino ignored answer you and also dont give me any updates.

And Videoslots LTD casinos have huge rating on your site.

Its dont care about ratings on your site.

Hello, Pablito1993,

I got in touch with the casino, and I received the following update...

They are aware of your issue. Investigations into the case are still ongoing, and they will update you/us as soon as they can. You have allegedly already an open internal complaint with the casino and there is still an 8-week deadline, which has not passed yet. They aim to provide a reply as soon as possible, but it may take longer due to the complexity of the case (without further details for now).

The casino did not have a casino representative account in our system until now, therefore, I finally set up one for them, so they should be already able to reply directly here, in the thread. Therefore, I will reset the timer for the casino, waiting for their response, at least regarding the exact deadline of the ongoing investigations.

Thank you for your patience and understanding.

Dear Mega Riches team,

As indicated in my last email - we would need at least one important information if the investigation has not been finished yet.

You mentioned an 8-week deadline. When did the process/investigation start, and when exactly will the 8-week deadline expire?

Thank you. Looking forward to hearing from you.

Hello Branislav.

Casino have saying I will get resolution before 26 of February.

Its already over 40 days when case have opened.

I have received my DSAR on account in Megariches.

If needed can forward to you directly.

Also have involved UKGC also on this situation.

And you steel keeping good casino ratings in your site for VIDEOSLOTS LTD?

Hi there Branislav,

I hope you're doing well.

The complaint has been created and logged on the 1st of January (2025-01-01), with the 8-week deadline being on the 2025-02-26.

We aim to provide an update for the complaint before this deadline, however, it depends on the complexity of the case. Whilst we understand the deadline day is closed, we aim to provide a fair resolution to both parties, ensuring the correct outcome from the case.

We hope this helps, we'll keep everyone updated should there be any movement in the meantime.

Kind Regards,

Team Megariches

Dear casino you have closed my account and confiscated money on 8/01/2025!

Complain received on 01/01/2025?!

I have made two deposits on 1/01/2025 and have verified account with all documents, after completed 11 withdrawals.

And when setup loss limit on account and stop playing and just waiting my withdrawals you have say I have breached T&C.

You can close accounts because you a private business and don’t complain that.

After conversations be phone with UKGC and IBAS when have provided them full my DSAR not anyone understand your actions!

Open account, approve 4 deposits, verify account, withdraw 11 times my money and after when stop playing just confiscated money…

I think everyone must think about that before start playing here opening account and after ages waiting what casino try to find to keep your money and left you alone without your winnings!

NICE ONE!!!

Thank you both for your replies.

Dear Pablito1993,

No one confirmed any confiscation yet. The investigation is allegedly still ongoing, and we know the deadline.

Let's wait for more details from the casino.

Dear Mega Riches Casino Team,

Waiting for your response and news/updates.

I am setting the timer for you until February 26, 2025.

Looking forward to hearing from you.

Hi everyone,

We should be reaching a final resolution soon here. We apologize for the delay. Since the investigation is still ongoing, however, we cannot share any specific details until a decision is communicated.

Furthermore, we hope you can understand that due to the complexity of this case, a reply could not be given instantly.

We'll make sure to let everyone know once we issue a reply to the user.

Kind Regards,

Team Mega Riches

Hello Branislav,

I received an email with responses and notes from the UK Gambling Commission (UKGC) yesterday. Upon receiving my Data Subject Access Request (DSAR) from Mega Riches, I forwarded it, along with a comprehensive explanation, to the UKGC officers. If you believe this information would be beneficial and would like to review it, please let me know, and I will send it to you directly.

Regarding the case, I am still awaiting the casino letter. I suspect they may send it at the last minute or attempt to delay the process. Once I receive it, I will promptly update you.

Thank you.

Thank you both for your replies.

For now, nothing is needed, Pablito1993. If so, I will let you know. Let's please wait 2 more days for the casino to provide the final decision is communicated.

Dear Team Mega Riches,

We are waiting for your updates until February 26, 2025, as you stated earlier (deadline).

Looking forward to hearing from you.

Hello Everyone.

Please be advised that our investigations have been completed. We gave our final reply with deadlock details to the user earlier today via Email and the complaint has been resolved from our side, with the internal complaints process being exhausted.

Should the player wish to take this case further, they will need to contact the relevant ADR, which the details are included in the deadlock letter provided.

Kind Regards,

Team Mega Riches.

On your opinion casino do good action?

You have saying not anyone confirmed about money confiscation.

On resolution also not saying anything about amount and what’s happening with money who left in my balance before closure.

Dear Branislav,

Thanks for your queries.

We acknowledge and appreciate Casino Guru's mission to facilitate conflict resolution between players and casinos. However, we must respectfully decline to provide further specifics regarding our internal security systems and procedures. This information is confidential and its disclosure could compromise the integrity of our security system.

We confirm that the player's complaint has been thoroughly reviewed in accordance with our established internal complaint procedure, which has now being exhausted. The player has been provided with the necessary information to further dispute by contacting the designated Alternative Dispute Resolution (ADR) body, as required by our licensing regulations.

Should the player wish to pursue this matter further, they are advised to initiate a formal dispute through the ADR body. We will fully cooperate with the ADR body in any official inquiry.

Best regards,

Team Mega Riches

Hello Branislav,

As you can see, the casino has opened an account for me, and after I informed them that I am self-excluded, they are now refusing to allow me to withdraw my winnings. MegaRiches is a brand-new casino, and as a player, I don’t know who owns it or which brand it belongs to. I simply opened an account, deposited funds, and played. The casino then manually verified my account.

What I find strange is that the casino’s system did not flag my self-exclusion from previous year.It is not the player’s responsibility to ensure that the casino checks their self-exclusion status. If the casino opened my account, accepted my deposits, and verified my documents, they should have checked my details within their system.

Now that I have a significant win and want to withdraw, they are blocking my withdrawal and using my self-exclusion as an issue. This feels like a double standard. When I lose money, the casino accepts all my deposits without any issues, but when I win and try to withdraw, they are doing everything to prevent it.

Dear Branislav, do you still believe that promoting this brand is good for players who use your site to find reliable entertainment? Could you please clarify what your stance is on the Videoslots LTD brand on your site?

Thank you.

Alright, so I do not have to mark anything as 'sensitive' because there was basically nothing relevant provided.

Dear Pablito1993,

I cannot answer your questions because I do not know the details of the matter. However, the casino has to provide such details to their ADR.

Can you please submit an official complaint to ADR (IBAS) regarding your issue, explain it in detail, and provide us with proof/confirmation of a submitted complaint?

You can find everything necessary HERE.

Thank you. Looking forward to hearing from you.

Hello Branislav.

I provide you a private email today with all proof regarding IBAS and also working very closely with UKGC. On my opinions casino breached a lot of points regulations and obligation. And now UKGC have asked me to provide all DSAR what holding videoslots Ltd on my name. I already have send request and waiting. Regarding IBAS my claim have accepted and IBAS casing Megariches. IBAS have all proofs around 20 documents who help understand clearly situation. When have resolution I update you.

Greetings all,

Thank you for your confirmation and email, Pablito1993.

I am not sure if you are aware of our standard process in such cases, so I would like to clarify it.

As we are not able to sufficiently review the case on our side, and the case was already forwarded to the ADR, which could take some time (weeks), we have a special classification for this situation. It means the case will be closed until the ADR makes its final decision and you provide us with it.

Therefore, I am (temporarily) closing this complaint as unresolved for now, pending the ADR's final decision.

Please, once you have it, let us know about the results and the decision. We will then be able to reconsider the complaint on our side.

Feel free to proceed by reopening this complaint or by sending information/documents of the final ADR's decision to my email address (branislav.b@casino.guru). In case we are not provided with the final decision by any party involved in a reasonable time, the complaint will be reopened by casino.guru in 3 months.

I sincerely believe your issue will be thoroughly investigated and assessed.

Thank you very much for your patience and understanding.

Best regards,

Branislav, Casino.Guru