Megarich Casino - Player’s account has been closed and winnings confiscated.

The casino has closed my account, accusing me of fraud for submitting falsified documents. They have seized my balance and have given me no chance to appeal.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Megarich (megarich.com).

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

The balance was made betting on sports. Does this mean we cannot continue?

Apologies for the confusion, but I just remembered the balance was played initially on sports but was most recently played on casino games, are we able to continue with this dispute?

Thanks for your reply.

• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your cooperation.

Thanks, Tomas. I have emailed you the correspondence between me and the casino.

Hello bim900129,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience and for the information provided.

Would you be able to forward the documents the casino flagged as forged to me for review?

Send them to my email at tomas@casino.guru

I apologize for the inconvenience.

I have sent you the document. Thanks Tomas

Dear bim900129,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello bim900129,

It's Michal once more. I have reviewed this case, and just so you know, if you provide an altered document to any online casino, this is indeed, technically speaking, a violation of the industry's standard rules that state that documents must be provided in their original and unaltered/unmodified format. For the future, I strongly advise against any alteration to your documents.

This being said, I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Megarich Casino to join the conversation.

Dear Megarich Casino,

Based on the communication from the player, it appears that the bank statement submitted as proof of address was modified only to eliminate its password protection, with no alterations made to the document's content itself.

If this is the sole reason for its rejection, and the other documents provided by the player satisfy your verification criteria, it may be prudent to reconsider the decision. In the spirit of fairness and transparency, I would respectfully recommend resetting the verification process and permitting the player to resubmit the original, unmodified bank statement for the relevant period for your assessment.

Should there be any factors affecting this situation that cannot be shared publicly, please forward them to me at michal.k@casino.guru

I'm looking forward to your timely response.

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 Michal,

We have sent you an email with additional information and supporting evidence.

Please let us know if any further clarification is required.

Best regards,

Megarich Casino Team

Thank you for your email, Megarich Casino Team.

Dear bim900129,

After reviewing your bank statement and the information provided to me from the casino team, their action does seem to be justified, as the document does show signs of editing.

Can you please confirm how you received this bank statement?

Additionally, I have found this information:

RCS Credit Card is no longer Available - RCS Group

Can you please explain how you managed to successfully deposit from this card, if you used it for a deposit?

I received this card statement via email, I also forwarded you the original email with the the document attached as well as the password, as requested, can't you verify that it's genuine from the email headers? what signs of editing are there, I can't discern any difference? Indeed the credit card is no longer operational but I still receive statements because there is still an outstanding balance, the card wasn't used to deposit funds, the document was only submitted for address verification.

Dear bim900129,

"...can't you verify that it's real from the email headers?"

NO, because this was a FW FW message. Please forward me the original email from RCS Credit Card.

"Indeed the credit card is no longer operational but I still receive statements because there is still an outstanding balance,"

Can you please explain why you keep funds in a credit card that you cannot use?

Since this credit card is no longer working, can you please explain to me why you used this particular statement as proof of address? Do you have any other documents or ways to prove your address? If so, please forward me any other genuine, unedited document that can be used as proof of address.

I have forwarded you the email and my other bank statement. "Can you please explain why you keep funds in a credit card that you cannot use?"- Sorry to sound confrontational, but it seems like you don't know how a credit card works, I havent "left money on there", it is debt that I haven't got around to settling yet- I think we are really going beyond the scope of what is relevant here. I shared this statement because the casino initially rejected my primary bank statement (that every other casino accepts). Unfortunately, besides these two documents, I have nothing else to verify my address. Also, looking at other recent complaints about casinos from this group regarding KYC, you should be able to see a pattern; they are rejecting valid documents for no good reason. Please ask the casino why they rejected the first bank statement I gave them, while every other online casino I've played at accepts it.

Preemptively, I have sent you the email I received from Megarich stating that my Capitec bank statement was rejected.

Dear bim900129,

I understand how a credit card works, and I realise my previous message may not have fully captured what I was trying to express.

I only meant to point out that it seemed a bit unusual to receive a statement for a card that is no longer active—since it would mean you are paying for a service that can no longer be used. However, I acknowledge that this is not really important here.

I’ve had the chance to review the Capitec bank statement you shared. It appears to contain certain elements that would be unusual for an original or official document, which likely explains why the casino team is unable to accept it at this time. Both documents provided so far do seem to show some signs that may raise questions about their originality.

Would it be possible for you to provide any alternative documentation, such as:

1. Utility Bills

A municipal bill (electricity, water, rates, etc.) in your name in a PDF format, no older than 3 months.

2. Lease or Rental Agreement

A valid lease agreement from a registered rental agency or landlord.

Must be signed by both parties and include the property address.

3. Municipal Letter or Confirmation of Address

A letter from a municipal office confirming a person’s residence.

4. Affidavit Confirming Residence

A sworn affidavit signed before a Commissioner of Oaths.

(Often used by individuals residing with family or renting informally).

5. Official Correspondence from a Government Institution

Documents from SARS, Home Affairs, or the Department of Labour confirming an individual’s address.

6. Homeowner’s Insurance Policy or Statement

A policy document showing the residential address and issued within the last 3 months.

7. Letter from Employer (For Employees Living in Employer-Provided Housing)

The letter must be on an official company letterhead, signed, and stamped.

Or any other reasonable document that can be used as valid proof of address?

It's very dissapointing that you can't verify these docs from the email headers. Anyway, I have forwarded you a statement for my grocery card and also one for a a cellphone contract. I you can't accept these, I'm going to have to go to the police station for an affidavit.

I also doubt the casino is going to let me resubmit a document if there are suspicions that the first 2 were forged. Is there no other way we can verify the authenticty of the documents I have already submitted to them? If it helps with verification, I can have my capitec bank statement sent to you directly from the bank via my banking up?

Dear bim900129,

Thank you for sending the additional documents. Please provide me with the password for the documents. I've tried the same as you provided me for the credit card statement, but it's not working.

I wanted to gently clarify that, since you reached out to us for assistance, my role here is to support you in finding a resolution. As you may know, for a document to be considered valid in cases like this, it generally needs to meet certain standard criteria—which, in this case, none of the previous 2 documents you supplied did. It is a general rule that every player should provide genuine, unedited documents in the required format. This responsibility lies with the player only.

At this stage, I can't say for certain whether the casino will accept the newly provided documents, but I am doing my best to explore possible ways forward and help resolve the situation.