What Happened
A player from Puerto Rico says six months of play at Mega Dice went fine until a withdrawal request, after which the casino rejected more than 25 documents, including a passport, driving licence, selfies, wallet screenshots, a utility bill, a bank statement and a phone bill, without saying what was wrong. The player puts the balance at about $9,000 and calls it stalling.
How It Developed
- 2026-05-06The mediator asked whether the profile matched the documents, whether a bonus was used and for the support correspondence.
- 2026-05-20No reply, so the complaint was closed.
- 2026-08-11Reopened at the player's request: profile details match, no bonus, screenshots to follow. The mediator again asked for the communication with support.
- 2026-09-02The emails the player sent contained no exchange with the casino's support, so the mediator asked them to contact support, save the chat and send it in.
- 2026-09-16No further answer after a reminder; the complaint was closed a second time. It can be reopened.
Abandoned
Reopened once, then closed again when the player failed to send the support transcripts the mediator asked for. It can be reopened.
What Helped
The case never reached the casino because the one thing the mediator needed, a saved conversation with support showing the rejections, was never supplied. Before filing, ask support in chat why each document failed and save the transcript.