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Dear sandra07221991,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Mega.Bet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• What documentation did you provide for KYC?  
• Was your account blocked upon the review of your documents?
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear sandra07221991,  thank you for your reply. Please specify when exactly the casino asked you for verification?

Do I understand correctly that the casino asked you to provide a document for a source of wealth/income document, and you have provided the tax return for 2023 and bank statements? What period were the bank statements for? Were they approved or rejected?

Since it is June 2025, I'm not sure the casino would have accepted a tax return document for 2023 because it is quite outdated. Do you already have a tax return for 2024?

Thank you very much for your reply, sandra07221991. Could you please forward all the relevant communication between you and the casino that you haven't yet shared to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much, sandra07221991, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear sandra07221991,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Mega.Bet Casino representative to join this conversation.

Dear Mega.Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka,

Thank you for your cooperation and assistance in resolving this case.

Following a thorough review conducted in accordance with our internal AML and KYC procedures, we would like to clarify that the player in question did not pass the Source of Funds verification.

The financial activity associated with the account raised serious concerns regarding the legitimacy and traceability of the funds used for gaming purposes. Due to the lack of sufficient supporting documentation and the high-risk nature of the transactions observed, the decision was made to permanently close the account.

Should you require any further details or supporting documentation related to this case, we remain at your disposal and will be happy to provide additional clarification.

Kind regards,

Mega.Bet Team

Thank you for your reply, Mega.Bet Casino.

Please send me all important supporting documentation, that would validate your decision to miroslava.d@casino.guru.

Dear Mirka,

Thank you for your assistance in helping to resolve this case.

We have sent a detailed explanation along with supporting documentation directly to your email address at miroslava.d@casino.guru.

Please feel free to reach out if you require any additional details or clarification.

Kind regards,

Mega.Bet Team

Mega.Bet Casino.

Please check your inbox, I sent you an email.

Dear sandra07221991,

In the meantime, I would like to let you know, that casinos do not take KYC and AML processes lightly, and it is a standard procedure, that many documents need to be submitted and checked to ensure, the funds get to the rightful owner.

Since there seems to have been concerns regarding the legitimacy and traceability, as casino mentioned, would you be able to clarify, if you would be able to prove the origin all of your income? Casinos generally require proofs of incomes from the employer, as well as other receipts on bank statements during the requested periods.

Thank you.

Dear Mirka,

Thank you for your response.

We have sent you a response to your message, please find it in the mail.

Please do not hesitate to contact us if you need any further details or clarifications.

Best regards

Mega.Bet team

Dear sandra07221991,

Do I understand it correctly, that you would be able to provide a new tax return for 2024?

Furthermore, would you be able to provide all payslips, confirmation of unemployment benefits, and proofs of origin of third-party transfers? (for example written confirmations from people, from whom you received money to your account)

Thank you for your clarification.

Dear sandra07221991,

Please send me the mentioned documents to miroslava.d@casino.guru.

Thank you.

Dear Mega.Bet Casino,

Please take into consideration, that player was able to obtain a new tax return - for the year of 2024.

Would you be able to clarify, evidence for which sources of funds have been requested, but the player failed to provide them?

Dear Mirka,

Thank you for getting back to us.

We have provided a detailed response to your inquiry via email — kindly check your inbox.

Should you require any additional information or clarification, please feel free to reach out at any time.

Best regards,

Mega.Bet Team

Dear sandra07221991,

Would you be able to clarify, if you would be able to provide these documents?

Proof of Income:

Recent payslips covering the last 3 to 6 months

Proof of Capital Source (if applicable):

Property or asset sale agreements

Inheritance documentation

Investment statements

Loan agreements

Please send me all of the mentioned documents (payslips + all other applicable to you) to miroslava.d@casino.guru.

Thank you.

Dear sandra07221991,

If I understand it correctly, according to your tax return, you have been employed by 2 employers during 2024.

Please provide only payslips from employers, most importantly from the period, for which you submitted bank statement for AML purposes.

There is no need to send me confirmations for sick pays, or other social benefits.

Thank you.

Dear sandra07221991,

Could you please confirm, if I understand it correctly, that you only deposited amounts of 20€, 84€, and 50€ in Mega.Bet Casino? Or were there any other deposits from your side to this casino? If yes, what was their total value?

Thank you for your clarification.

Dear Mega.Bet Casino,

according to your AML policy,

Money Laundering is understood as:

The conversion or transfer of property, especially money, knowing that such property is derived from criminal activity or from taking part in such activity, for the purpose of concealing or disguising the illegal origin of the property or of helping any person who is involved in the commission of such an activity to evade the legal consequences of that person's or companies action;

The concealment or disguise of the true nature, source, location, disposition, movement, rights with respect to, or ownership of, property, knowing that such property is derived from criminal activity or from an act of participation in such an activity;

The acquisition, possession or use of property, knowing, at the time of receipt, that such property was derived from criminal activity or from assisting in such an activity;

Participation in, association to commit, attempts to commit and aiding, abetting, facilitating and counselling the commission of any of the actions referred to in points before.

We consider it unreasonable to make such deep investigation for player's source of funds for AML purposes, since the total amount of player's deposits was just 154€, which would not be aligned with the meaning of money laundering in such low amounts. We believe, it is not fair to confiscate player's funds based on that.

Please reconsider your decision to forfeit player's winnings.



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.

Dear Mirka,

Thank you for contacting us.

We have responded to your inquiry by email - please check your inbox.

If you need any additional information or clarification, please feel free to contact us at any time.

Sincerely,

Mega.Bet Team

Dear sandra07221991,

Could you please confirm, you have nothing left to withdraw at the moment, and you have voluntarily closed your account in the casino?

Thank you.

Dear sandra07221991,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru