The player from the Dominican Republic had experienced a delay in account verification, which had hindered his withdrawal process. He had also reported slow customer service. After submitting all required documents, he had claimed that the casino was not trustworthy and was using excuses to avoid payment. The casino, however, had emphasized that the verification process, while sometimes lengthy, was necessary for security purposes. Eventually, the casino had confirmed the player's successful verification and had asked for confirmation of his withdrawal requests totaling 9,913 USD. The player had confirmed he was able to withdraw his money but had expressed dissatisfaction with the casino's customer service. The issue had been resolved with the player being able to withdraw his winnings.
Megapari Casino - Player is experiencing a verification delay.
Amount: 9,914 ₮
Megapari Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I have been waiting for 3 days for verification to make a withdrawal and there is no response and the customer service is very slow.
Dear ereyes,
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 take 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?
Do I understand correctly that you have not received any response from customer support for the last 3 days?
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,
Veronika
Hello there, dear ereyes and the CasinoGuru team!
Our team is currently investigating the matter and is committed to resolving it as quickly as possible. We understand the importance of this issue to you and appreciate your patience during this process.
Dear ereyes,
Thank you for reaching out and bringing this to our attention. We apologize for the inconvenience you've experienced during the verification process.
I have personally contacted our Security Department regarding your situation, and I can confirm that your documents are currently under review. Please expect a response within 72 hours from the time your documents were submitted. Please let me know if you do not receive a response by then.
Thank you for your patience and understanding as we resolve this matter.
They will have 7 days and they still haven't paid, they won't allow me to withdraw and send all my documents, this company makes it difficult for the client.
Submit driving license documents
Send passport
Send utility bill
Send selfie with my document
Send selfie with security email and they still don't pay
This casino is not trustworthy, it just wants to steal from the customer.
Dear ereyes,
We understand that the verification process can sometimes take longer than expected, but this is only to ensure the complete security of our platform. Please be assured that our Security Department is working diligently on your case.
We would like to emphasize that KYC procedures are crucial for ensuring the security and legitimacy of financial transactions. As an online gambling platform, we are obligated to follow strict regulations and protocols to verify the identity of our players. Unfortunately, since we cannot physically verify each player, the KYC process is necessary to validate the authenticity of documents and ensure funds are transferred to the rightful owner.
We aim to complete the verification process as soon as possible and will notify you once it's finalized. Thank you for your understanding.
They are not trustworthy, they look for an excuse not to pay the client, a week of the same with their automatic response
Dear Megapari Casino representative,
Thank you very much for getting in touch with us and assisting the players.
Dear ereyes,
have any of the documents you sent to the casino been approved yet?
Dear ereyes,
First, we sincerely apologize for the verification delays and appreciate your patience during this process. I have reviewed your account details and can confirm that you successfully passed the verification process. Additionally, you made two withdrawal requests totaling 9,913 USD on April 30, 2024. Could you please confirm if you have received the funds?
Thank you for your cooperation and patience.
Best regards,
MegaPari Team
I was able to withdraw my money but I do not recommend it, they do not help the customer
Dear ereyes and Megapari Team,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
