Megapari Casino - Pelaajan tili on rajoitettu.

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.

Dear Bola01,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
• Do you currently have any pending withdrawal requests?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Karla,

Thank you for your assistance. Here are the answers to your questions regarding my case:

1. Has the casino informed you of any issues with the documents submitted? No. The casino has not indicated any errors or issues with my documents, nor have they requested any additional files. I sent all requested identity proofs directly to their Security Department via email. However, since I sent them, the security team has completely stopped responding. They have not confirmed receipt, nor have they provided any updates. Live chat agents also refuse to help, stating only that I must wait for an email reply that never arrives.

2. Do you currently have any pending withdrawal requests? Yes, I have a pending withdrawal attempt/blocked balance of BRL 4,037.00. The option to process withdrawals is currently restricted on my account due to this unverified status, holding my total balance trapped.

All proof of my submitted documents, live chat interactions, and my initial Pix deposit (BRL 2,030.00 on Aug 20, 2026) are attached to this complaint.

I remain available if you need any additional information to move forward with contacting Megapari.

Best regards,

Bola01

Dear Bola01,

Thank you for providing the details of your case.

We have checked our records, but currently we are unable to locate any correspondence from you in our Security Team’s mailbox.

Could you please provide the following information so we can investigate the situation further:

1. The email address from which you contacted our Security Team;
2. The ticket number, if available;
3. Alternatively, please provide a detailed screenshot showing the sent email, including the sender address, recipient address, date/time of sending, and the attached documents.

This information will help us locate your request and review the situation properly.

Thank you for your cooperation.

Dear Bola01,

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, Martina, (martina.b@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,

Karla Mayfly

Dear Bola01,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Megapari Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina,

Thank you for joining the complaint and assisting with the mediation.

Our specialists are currently reviewing the case and carrying out the necessary verification based on all the information and materials received from the player.

At this stage, the verification is still in progress, so we kindly ask the player to wait for the outcome of the review. Once our team completes the checks and receives the necessary conclusions, the player will be informed accordingly.

Dear Bola01,

We have received an update from our specialists regarding your verification.

In order to continue the review, our team has requested additional documents from you.

Please check the latest communication from our Security Team and provide the requested materials in accordance with the instructions given.

Dear Martina and Megapari Team.

​Thank you for the update.

I have just sent the requested photos of my driver's license (front and back) directly to the Security Team via email.

​I am now waiting for the final confirmation from the specialists.

​Best regards.

Bola01

Dear Megapari Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the Bola01´s verification process.

Please let us know at your earliest convenience.

Dear Martina,

Thank you for following up on the case.

The documents provided by the player are currently being reviewed by our Security Team as part of the ongoing verification process.

Our specialists are carefully checking the submitted information to ensure that all verification requirements are met.

The case remains under control and is being actively handled by the responsible team. We kindly ask the player to continue cooperating with the verification process and follow any further instructions received from our specialists.

Dear Megapari Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Martina,

Thank you for following up.

We have prioritized the case with our responsible team as requested.

However, at this stage, we are still awaiting the player’s response and the necessary cooperation from their side.

Our latest request has been pending since September 13.

Thank you, Megapari Casino, for the update!

Dear Bola01,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.