The player from Ukraine faced a blocked withdrawal due to proof of address requirements, as his utility bills were in the owner's name. Although the casino had mentioned that a bank statement would suffice, it was rejected, and only bills were accepted, disregarding the situation of renters. The issue was resolved after the player marked the complaint as resolved. We acknowledged the player's cooperation and appreciated his confirmation of resolution.
Mega Dice Casino - Player’s withdrawal is delayed due to verification issues.
Amount: 935 USD₮
Mega Dice Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.3
Mega Dice Casino has a Safety Index of 4.3, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 days ago
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6 days ago
My withdrawal is blocked by proof of address. I'm renting an apartment, so the bills come with the owner's name on them. In their emails, they say a bank statement is enough. It was rejected. Now, only bills are accepted. The casino totally ignores that a lot of people rent apartments or may just not have access to them.
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4 days ago
Dear Ravpage,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly
- Do I understand correctly, there are no bills issued in your name for your current address?
- Is the address on your bank statement set to the address you are currently living at?
- Have you provided the written rental agreement to the casino as proof of address?
- Have you been a tenant long term? Is it possible for you to get a confirmation from your municipality about your residency?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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3 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Ravpage,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
