Megapari Casino - Player's deposit seems lost.

Dear Casinoguru,

I created account on 14th february and made bad deposit when i clicked on live casino, casino error was coming after that i emailed.For what I was told in the email, I gave all the documents, after that the screenshot of Astropay was given in the payment proof. Megapari said give me the screenshot of Astropay from personal computer I don't have laptop I said again and again but didn't agree there is no gameplay😔😔

Dear sita1215g,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Megapari Casino.

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

Do I understand the deposit you made in the casino wasn't processed properly and it didn't appear on your casino account?

Did the casino offer to investigate the situation if you provide them with the required information?

Could you please explain when exactly the incident with the deposit happened?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The deposit I made came in my Magpari account but no gameplay is opening for whom I gave all the documents,but document verification not done megapari wala did not take any bonus from 2 months and my account is not verified

Hello sita1215g and the CasinoGuru team,

We learned the issue, so let's get familiarized with it.

On 18th of February 2023, the player told us that he can't launch casino games. The reason is that the security team require this player to pass the verification process, and if it's successful, the access to the casino will be restored. 

It is stated in our Terms and Conditions, "General Terms" section, point 39 that our Security team may bring up the verification if decides that it is necessitated. Here is the quote from the rules: 

"39. Should the bookmaker’s Security Service have any concerns about the bettor’s identity or their personal details (address, credit or debit card, other data), they are entitled to request any documents from the bettor substantiating their identity or other submitted data at the bookmaker’s absolute discretion, as well as to cancel any payments until all such details are verified. Verification may take up to 72 hours from the receipt of documents. If it is proven that the submitted data is false, the bookmaker is entitled to cancel all bets and suspend all transactions for an indefinite period of time and proceed with full verification of the account. The betting company has the right to request for the documents to be sent by the post. The bookmaker reserves the right to request any documents required for such verification."

At first, the security team asked the player to upload the ID document, and specify why the data in the registration form differ from the one in the document. After this issue was fixed, the security team asked to provide them with the screenshots of the player's deposits. The player sent us the photo of the phone with the deposit details opened and the screenshot of the transaction history. None of these are relevant to the requirement. 

So, we kindly ask the player to make sure that he is not sending the photos of the phone, but screenshots and send them here: security@megapari.com

Please, keep in mind that the period of document verification is up to 72 hours, and also that we do not limit the time needed to provide the necessary files, so the player can do it anytime. 

I have given the screenshot only because the proof of Astropay deposit can only be the screenshot of the account.Which payment proof do you want? and already sended astropay payment proof

Dear sita1215g,

You need to send us the screenshots confirming your deposits through AstroPay. The screenshot that you sent us is not suitable, as it doesn't have the needed details. Here is the way how to find the information we request:

• open your AstroPay account;
• find "My activities" page;
• in the list of transactions or "activities" find the requested ones;
• press on the transaction, you'll see its details.

After that, take the screenshot and send it here: security@megapari.com

You made four deposits through this system, so you need to send us details of four transactions. And I'll duplicate the requirements from the Security department here:

We ask you to provide us with screenshots confirming your deposits through Astropay system. Screenshots must not be cropped or edited, all data must be fully and clearly visible.

We should be able to see e-wallet number, owner's personal data and detailed transactions' history on provided screenshots.

If there are any further difficulties with this process, please don't hesitate to email me at customer.claims@megapari.com.

Thanks for the reply to both parties.

Dear sita1215g,

Were you able to submit the necessary information? Was your proof of deposit accepted? Was the deposit already processed and credited to your casino account?

Please let me know.

I did activity in email but all email came.😒

Please pay attention to the requirements of the Security Department, otherwise further actions are impossible.

close my case i got the balance withdrawal

Dear sita1215g,

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 and Megapari Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru