What Happened
A player from the United States says they won at Mega Dice three days after signing up, were asked for KYC at withdrawal, and had their ID fail the automated check. Minutes after support promised a manual review, they say, the account was gone, along with the game and transaction history. Mega Dice later told the mediator a refund had been processed; the player says only the deposit came back, not the winnings or a jackpot win.
How It Developed
- 2025-05-02Complaint opened. The player had asked to self-exclude a day earlier but never finished the step the casino wanted on Telegram, then played again and won.
- 2025-05-03The player said a friend in the same country withdrew a small win without KYC, and argued the casino only checks players who win big.
- 2025-05-23A resolver asked Mega Dice why the account was closed and the winnings taken.
- 2025-05-29Mega Dice replied only that a refund had been processed and the player informed; on 15 June the player confirmed the deposit was back but nothing more.
- 2025-06-23The mediator asked the casino why the winnings were excluded and about the deleted records; after a 7-day extension there was no answer.
- 2025-07-07The complaint was closed as unresolved and the player was pointed to the Curaçao regulator.
Unresolved
Mega Dice refunded the deposit but kept the winnings and stopped answering the mediator about why.
What Has (and Hasn't) Helped
Mediation got the deposit back but nothing else. The casino answered once and then went silent when asked about the winnings. The remaining route is a complaint to the Curaçao Gaming Control Board, naming the operator, though it does not mediate individual disputes.