Megarich Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

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.

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 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.

Dear bim900129,

I understand your concerns. That said, when a verification platform like Sumsub—an established expert in its field working with numerous institutions—flags a discrepancy in the documents, the casino team understandably relies on that assessment. This is quite a standard practice within the industry.

Nevertheless, as I've mentioned, my role goal is to find a resolution wherever possible. I remain hopeful that we can reach a mutual understanding with the casino team.

Dear Megarich Casino,

I look forward to receiving your feedback and remain hopeful that we can reach a reasonable resolution to this matter.

Yes, now I kind of understand the concern. "Sumstub" has been rejecting my documents but not with casinos but with crypto exchanges, maybe the issue lies there?

However, my most recent interaction with them was resolved by submitting old ID docs.

My most recent intercation with "Sumstub" was resolved by submitting an old ID, funnily enough. I am fully verified there as of a few days ago (I think- they didnt accept my passport).

Dear bim900129,

Thank you for your reply. I believe it would be beneficial if you could send me any confirmation you have received regarding your verification by Sumsub, as you mentioned earlier.

Furthermore, could you please create a brief video clearly demonstrating how you log into your Capitec Bank online banking account, how you download the statement from your Capitec Bank account, and how you promptly send it to my email address, michal.k@casino.guru? If the video is too big to send via email, please upload it to a place (Google Drive, OneDrive, etc.) where I can safely download it.

I believe this would clarify certain concerns.

Hi Michal, I have emailed you the requested evidence.

.

Dear Bradley,

Thank you for your emails and the videos. I have successfully received them.

I will continue my discussions with the casino team.

Dear Megarich Casino,

I have contacted you via email and remain hopeful that we can work together to find a resolution to this matter.

Dear Michal,

Thank you for your latest email. We have received your message and are currently reviewing the situation.

We will get back to you with an update as soon as possible.

Best regards,

Megarich Casino Team

Dear Megarich Casino,

Thank you for your messages. I have shared my thoughts on how we can progress towards a fair resolution and am looking forward to your response.

Dear Michal,

We have replied to your last email. Please let us know if any further clarification is required.

Best regards,

Megarich Casino Team

If it would help, I can upload a video of me sending my RCS credit card statement from my app to your email address?

Dear bim900129,

Thank you for your reply. While this is not necessary at this point, it could be beneficial if the casino chooses to request this.

Dear Megarich Casino,

Thank you for your email. I have shared our position in this matter and am looking forward to your response.

Dear bim900129,

Following our recent discussions with Michal, we have decided to reopen your account and provide you with the opportunity to withdraw your remaining balance.

This decision has been made as a one-time exception in order to resolve the current situation. We kindly ask you to proceed with the withdrawal at your earliest convenience. Should you require any assistance, our support team will be happy to help.

Best regards,

Megarich Casino Team

Hi Megarich Casino Team,

Thank you for the positive update and for agreeing to reopen my account.

Could you please clarify what you mean by "one-time exception"? Will the account remain open only for this withdrawal, or will there be any further restrictions after?

Also, regarding the €300 withdrawal limit - is this a per-transaction, daily, or weekly limit?

I’d like to proceed with the withdrawal as soon as possible.

Thank you,

Bradley

@Michal - could you please confirm with the casino that this will be processed smoothly with no further KYC blocks?

I get this message when I try to make a withdrawal:

Dear bim900129,

I have thoroughly discussed your case with the casino team. While some concerns have not been fully clarified, we have been able to reach a consensus to settle this matter as a one-time exception.

At this stage, I cannot confirm whether your casino account will be fully reinstated after the case is resolved, as this decision rests entirely with the casino. For now, the primary focus is on achieving a positive resolution of this particular case. Once the financial obligations have been met, it is up to the casino to decide whether to reinstate your account or to discontinue their services to you.

Dear Megarich Casino Team,

Thank you for your decision regarding this case.

Could you please inform us whether the player's withdrawals will be processed manually or if they still require the player to initiate the request themselves? If that is the case, could you confirm whether the KYC requirement will be waived or postponed?

Dear bim900129,

You can now proceed with submitting your withdrawal requests. Please note that, in order to resolve this case, no additional KYC requests will be triggered during the withdrawal process. Regarding your account status, the current reopening is intended to allow you to complete the withdrawal of your remaining balance.

Dear Michal,

Any further account status will be reviewed after the process is completed.

Best regards,

Megarich Casino Team

Dear Megarich Casino Team,

Thank you for the update.

Dear bim900129,

Kindly inform me once you have submitted the withdrawal request and received your winnings.

Hi Michal, I placed my first withdrawal request for 300 Eur on 10/04/26 and have received it today, I am still waiting for another 1446 Euros, I am limited to creating one withdrawal request of 300 Eur per day (which I do every day), but I am also limited to creating 3 withdrawal requests at any given time. I will keep you updated.

Dear bim900129,

Thank you for your update. We are in agreement as long as the casino processes the withdrawals in line with their established withdrawal policy.

I do hope that you will receive all your winnings within a reasonable timeframe.

Dear bim900129,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I can confirm that I've received all my funds from the casino. This case can be closed. Thanks for all your help with this, Michal.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear bim900129,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru