Megapari Casino - Pelaajan kotiutus on estetty tilin vahvistusongelman vuoksi.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Attila

Dear Attila,

We have sent you an email with the details regarding this case.

Please review the information when possible and let us know your feedback.

Thank you for your assistance.

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, Samuel (samuel.s@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,

Attila

Dear Minhajulislam1465,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Megapari Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Megapari Casino,

Please provide detailed information regarding the player’s issue.

I have also reviewed the email correspondence sent to Attila regarding this case. Based on the information provided there, I would appreciate it if you could also provide the relevant evidence demonstrating what part of the player's verification remains incomplete or unsuccessful and why the verification has not yet been completed.

If there are specific documents or verification steps that the player has failed to provide or complete, please identify them clearly and explain what is still required from the player.

If the relevant evidence contains sensitive or confidential information that cannot be shared publicly in the complaint thread, please feel free to send it to me directly by email at samuel.s@casino.guru, and I will review it confidentially as part of my assessment.

Thank you for your cooperation. I look forward to your clarification and the supporting evidence .

Best regards,

Samuel

Dear Samuel,

No updates from my side. I have not received any communication from Megapari. They are illegally holding my money. Thank you.

Dear Samuel,

We have sent you an email with the details and supporting information regarding this case.

Please review it when possible.

Thank you for your cooperation.

Hello everyone,

Dear Megapari Casino,

thank you for the update. I have received your email and have replied to you directly with some additional questions regarding the verification documents and the requirements you have mentioned. I will review your response once received.

Dear Minhajulislam1465,

thank you for the update. The casino has provided me with an explanation and supporting information by email. It appears that they are not satisfied with the updated document you provided, so I have asked them for clarification regarding what exactly is considered insufficient and why.

I have also raised some additional questions regarding the required document format and what exactly is needed to complete your verification. I will let you know once I receive their response.

Thank you both for your cooperation.

Dear Samuel

Please check your email inbox, as we have already sent you a reply with the requested clarifications and additional information regarding this case.

Dear Samuel,

I am ready to provide all original documents.

Thank yoi.

Hello everyone,

Dear Megapari Casino,

thank you for the additional clarification and information you provided by email. I have reviewed your explanation and will now continue with the player to clarify the remaining points.

Dear Minhajulislam1465,

thank you for your patience while I was clarifying the situation with Megapari Casino.

I have now received additional information from the casino regarding the verification issue. The casino explained that the PDF request was not a general requirement applied to all players, but an additional verification step requested by its Security Team because they had concerns about the authenticity of the documents previously submitted.

According to the casino, they specifically requested an electronic copy of your National ID obtained directly from the official government source. They also explained that, as an alternative, you were allowed to provide clear coloured photographs of both sides of your Smart ID card.

The casino has indicated that the documents previously submitted did not satisfy its Security Team's authenticity requirements, which is why the verification has not yet been completed.

I have reviewed the information provided by the casino, but before reaching any conclusion regarding your complaint, I would like to give you an opportunity to complete this additional verification step in the exact format requested.

Therefore, please try to obtain your National ID PDF again directly from the official government website:

http://services.nidw.gov.bd/

This time, I would ask you to keep the file in its original downloaded form. In particular:

• download the NID PDF directly from the official website;
• do not open, edit, convert, print, scan, rename, or otherwise modify the file after downloading it;
• do not process it through any other application or website;
• send me the downloaded file in the exact form in which you obtained it.

Please send the original PDF directly to me at samuel.s@casino.guru.

If possible, I would also strongly recommend making a screen recording of the entire process, from accessing the official website and obtaining/downloading the NID PDF through to sending the original file. The screen recording should be authentic and continuous and should not be edited afterwards. This would provide additional evidence that the file was obtained directly from the official source and was not modified afterwards.

Once I receive the document and, if available, the screen recording, I will review the material and continue the investigation with the casino.

Thank you for your cooperation. I understand that this additional step may be inconvenient, but I believe it is important that we properly establish the authenticity of the document before reaching a final conclusion.

Dear Samuel

Please check your email. We've sent you some additional information for your review.

Hello everyone,

Dear Megapari Casino,

thank you for your latest email and for the additional information you have provided regarding the two PDF files and the circumstances surrounding the verification request. I have reviewed your explanation and will now clarify a few remaining points with the player before deciding on the next steps.

Dear Minhajulislam1465,

thank you for explaining the situation regarding the transfer of your NID and the current issue with downloading the original PDF.

Before I can decide how to proceed with the complaint, I would like to clarify a few points regarding the timeline and the documents you previously submitted during the verification process.

1. When exactly did you transfer your NID from Patenga, Chattogram to Subarnachar, Noakhali? Please provide the approximate date if you do not remember the exact date.
2. What exactly were the PDF documents that you provided to Megapari during the KYC verification process? In particular, I would like you to clarify what the PDF submitted around 4 June was and what the subsequent PDF submitted on 26 July was.
3. How did you obtain each of these PDF files? Please explain specifically how you obtained the document submitted on 4 June and how you obtained the document submitted on 26 July.
4. Did you inform Megapari about the NID transfer or the issue with your NIDW account/download function before or during the KYC verification process?

If you did inform the casino about this situation, please provide the relevant correspondence or other evidence showing that you explained the issue to Megapari at that time.

If you did not inform the casino about this issue at that time, please clarify whether the PDF documents you submitted on 4 June and 26 July were downloaded directly from the official NID website:

http://services.nidw.gov.bd/

If they were, please explain how you were able to obtain those files from the official website despite now stating that you have been unable to download the original PDF due to the NID transfer and the missing current-address information on the NIDW server.

For now, these are the main points I would like to clarify. Once I have your answers, I will review them together with the information provided by Megapari and decide whether any further investigation or clarification is necessary.

I also note that Megapari has indicated that it remains willing to continue the verification process if the required documentation can be provided in an acceptable form. I will consider this as part of my assessment after clarifying the above points.

Thank you both for your cooperation.

Hello everyone,

thank you for the additional clarification, Minhajulislam1465.

Dear Megapari Casino,

the player has also offered to complete a video verification and show their original NID card as an alternative way of confirming their identity.

Could you please let me know whether a video verification would be acceptable in this case and whether you would be willing to proceed with it?

If this is not possible or would not be sufficient for your verification requirements, I will give the player an opportunity to obtain the original NID document and provide it once it becomes available.

Thank you for your cooperation.

Unfortunately, a video verification would not be sufficient in this particular case.

This method would not allow our Security Team to reliably verify that the document provided is the original document required for the verification process.

For this reason, video verification cannot be accepted as an alternative in the present situation.

Hello everyone,

Thank you for the update, Minhajulislam1465.

Could you please confirm whether you formally submitted the request by email, through their online system, or in another way? If you have any confirmation of the request or any information showing the expected processing time, please feel free to share it with us.

Dear Megapari Casino,

As the player has already started the process of obtaining the required document and has been informed that it may take up to 2 months, could you please confirm whether it would be possible to temporarily put the verification process on hold and give the player up to 2 months to provide the original digitally signed NID document?

Thank you for your cooperation.

Dear Samuel,

Thank you for your message and for continuing to review this case.

We would like to highlight an important point that should be taken into account when evaluating the complaint. Megapari does not encourage or accept the intentional submission of forged, altered, or otherwise non-original documents during verification, and such actions are addressed in our Terms and Conditions. During the player’s verification, our Security Team identified a violation related to the documents that had been submitted.

The player has now also stated publicly:

"Both PDFs were collected from a local computer shop in Subarnachar. I could not login to the official NID server because my current upazila information is missing after the transfer. I went to the shop and told them I need the NID verification PDF with QR code. The shopkeeper told me that this PDF is original, downloaded from a government system, and can be used for any official work. I trusted him."

This statement is especially relevant because it confirms that the documents were not obtained directly by the player from the official NID website, despite previously being presented during verification as original documents.

We understand the player’s explanation that he relied on a third party and claims that there was no intention to provide an incorrect document. Nevertheless, responsibility for providing authentic and compliant verification documents remains with the account holder. Verification requirements cannot be considered fulfilled on the basis of documents obtained from an unofficial third party when the Security Team specifically requested an original document from the official source.

For this reason, we kindly ask the Casino Guru Team to take this information into account, assess the player’s compliance with the verification requirements and the applicable platform rules, and evaluate the complaint accordingly.

Should the player later obtain the required original digitally signed NID document from the official source, it can of course be submitted for review in accordance with the instructions provided by our Security Team.

Until then, the verification cannot be considered completed.

Hello everyone,

thank you both for the additional information and for your cooperation throughout the investigation.

Dear Megapari Casino,

I understand your position regarding the verification documents and I acknowledge that the documents submitted by the player did not meet your requirements, particularly because they were not the original digitally signed documents obtained directly by the player from the official source.

At the same time, I also consider the player's explanation relevant. The player has openly admitted that the documents were obtained through a local computer shop, explained the circumstances surrounding this, and accepted responsibility for the misunderstanding. Based on the explanation provided, it appears that the player genuinely believed that the documents provided by the shop were official documents downloaded from the government system and did not intend to submit a forged or altered document.

Therefore, while I understand why Megapari cannot consider the verification completed on the basis of the documents already submitted, I believe the player should be given one final opportunity to complete the verification by providing the correct original digitally signed NID document.

Considering that the player has already contacted the relevant Election Office and has been informed that obtaining the document may take up to two months, I am willing to give the player this opportunity.

Dear Minhajulislam1465,

I have considered your explanation and your request for additional time. Since you have acknowledged the mistake and have already started the process of obtaining the correct original digitally signed NID document, I am willing to give you another opportunity to complete the verification.

However, considering that obtaining the document may take up to two months, I would suggest that we close the complaint as Rejected for the time being, with the possibility of requesting a reopen once you have obtained the correct document.

Once you have the original digitally signed NID document available, you can request that the complaint be reopened and provide the document so that Megapari can review it and the verification process can continue.

This would allow us to close the current complaint without keeping it open for the next two months, while still giving you a clear opportunity to complete the verification once you have the required document.

Please let me know if you agree with this approach. If so, I will proceed accordingly.

Thank you both for your cooperation.