Megapari Casino - Player's winnings have been confiscated.

In september I deposited 50€ And got casino bonus of 25€. I turned 25€ by luck to 3745€. After completed wagering requirements x35 they took all the bonus koney and converted in 25€ like

whole bonus was voided.

I tried with support but nothing usefull.

After 6 months I still thing the casino scamed me

Dear 7wm4pcbchg,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you please advise which games you played while this bonus was active - slots, live casino, sports betting, etc.?

Did the casino explain why your winnings were confiscated? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

During active bonus i played mostly slots- sweet bonanza.

I did not recieve any usefull explanation why this happened.

Hello there, dear 7wm4pcbchg 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 7wm4pcbchg,

First and foremost, I would like to extend our sincerest apologies for any inconvenience or confusion you might have experienced regarding the bonus and wagering processes at MegaPari Casino. We always strive to ensure a transparent and enjoyable experience for all our players.

Upon reviewing your case, it is apparent that the bonus calculations and allocations were conducted in strict adherence to our "Second Deposit Bonus for Slots" rules. As per these rules, for your second deposit of 50 EUR, you were entitled to a bonus of 25 EUR. This calculation aligns perfectly with the guidelines set out in terms.

For your convenience and to ensure complete transparency, I encourage you to revisit these rules at the following link: https://megapari.com/en/bonus/rules/slot_first_deposit. This should provide you with a detailed understanding of how the bonuses are calculated and awarded.

Please rest assured that our team is dedicated to providing a fair and enjoyable gaming experience. If you have any further inquiries or require more clarification, do not hesitate to contact us. We are here to assist you.

Best regards,

MegaPari Team

Hello everyone,

Thank you both for your replies.

Dear MegaPari Team,

I am not sure I understand your last message correctly. I believe the issue is not the value of the bonus received, but that the winnings accumulated with this bonus were confiscated.

However, 7wm4pcbchg, please correct me if I am wrong.

That is true. My winnings accummulated with bonus money were confiscated.

I played with on other casinos with bonus money and after completing wagering requirements they transfered winning o my real money balance.

Voiding bonus like on MegaPari never happened to me before and it is very strange to me.

Dear 7wm4pcbchg and the CasinoGuru team,

I regret any confusion caused by our previous message. Allow me to provide clarity on the bonus and winnings situation to avoid any misunderstanding.

7wm4pcbchg, you made a second deposit of 50 EUR and received a corresponding bonus based on the promotion terms: https://megapari.com/en/bonus/rules/slot_first_deposit

It's crucial to highlight that upon meeting the wagering requirements, the winnings from these bonuses, amounting to 25 EUR, were indeed transferred to your real money balance.

I want to assure you that no winnings were withheld after fulfilling the wagering conditions. All funds rightfully owed to you in accordance with our policies have been credited to your account.

Best regards,

MegaPari Team

Do I understand correctly that 7wm4pcbchg only won €25 with this bonus? Could you please clarify what happened with the balance 7wm4pcbchg had at one point?

This balance just disappeared after reaching Wagering Requirements.

This can not be legal.

Dear Kristina,

Yes, you are correct. The player won €25 from this particular bonus, as per the terms of our promotion for the second deposit where the player receives a bonus equal to 50% of the deposit amount. The player fulfilled the necessary wagering requirements using the bonus funds, which resulted in €25 being credited to his real money account.

Regarding the bonus balance of €3745.33 shown in the screenshot, it was voided. This is because once the required conditions of the bonus were met and the funds were transferred to the real money account, the bonus is considered completed.

Best regards,

MegaPari

Thank you very much, 7wm4pcbchg, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Will Mr. Branislav contact me?

Hello, 7wm4pcbchg,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. From now on, I will assist you with the matter.

Dear Megapari Casino team,

Could you please describe the user's play (the whole relevant activity) chronologically and in more detail? Unfortunately, some things are still unclear.

Maybe it is caused by using a different IP, but looking at the link to the bonus terms and conditions, it does not fit your explanation. Even the maximum bonus amount or % from a deposit is not the same as the player claimed.

Can you share the exact rules valid for the bonus used (a screenshot of the rules)? Is the applied maximum cashout amount limit stated anywhere on the casino website? If so, can you provide us with the correct link to it?

I did not find any information about the maximum cashout amount, so it makes no sense that any winnings were confiscated upon meeting the wagering requirements. Feel free to correct me if I overlooked something important.

Would you be so kind as to send the necessary supporting evidence (game logs) with an explanation to my email address (branislav.b@casino.guru)?

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 Branislav,

First of all, please accept our sincere apologies for the delay in our response.

Regarding the terms and conditions for the bonuses that do not match the player's claims, it is true that we updated our Welcome Casino Bonus on April 11, 2024. The new structure offers a 100% bonus on the first two deposits. However, during the period when the player was active, our Welcome Casino Bonus was structured differently, dividing the bonus across four deposits: 100% on the first deposit, 50% on the second, and 25% on the third and fourth deposits. In this specific case, we are referring to the second deposit, hence the 50% bonus.

As for the precise rules for the applied bonus and cashout, all relevant information is clearly stated in point 14 of our terms and conditions Welcome Package bonus: https://megapari.com/en/bonus/rules/slot_first_deposit

"The wagering requirement must be completed in full before funds can be withdrawn from the account. Once wagered, the remaining bonus funds are transferred to the customer's Main Account at the moment of bonus settlement, but not exceeding the initial bonus amount. If, after the bonus has been redeemed, the bonus account balance is less than the minimum stake amount, the bonus is deemed to be lost."

The player fulfilled the wagering requirements with the amount of 3745 EUR as shown in the screenshot. Referring again to point 14, upon meeting these requirements, the player received an amount of 25 EUR to his real account.

Best regards,

MegaPari Team

Oh, alright. Thank you for the clarification, MegaPari Team. Now it is much clearer.

I think the main problem here was the user's first post where he claimed that the casino confiscated all the bonus money and it looked like the 25€ was only something returned to him. Do I understand correctly that the disputed amount (3745€) was the winnings accumulated while playing with an active bonus (while fulfilling the wagering requirements), and that the 25€ was the maximum cashout for the bonus in question applied upon meeting the WRs?

As for the bonus rules valid for the used deposit bonus - after the changes, did all the rules remain the same, and only the structure of bonuses (number of bonuses and % from deposits) changed? So did everything besides the bonus structure stay the same, including the maximum cashout of 1x the bonus amount?

You claimed that the rules/bonuses changed on April 11, 2024. This complaint was submitted on April 8, 2024, so rules for the previous welcome bonus offer should have been applied.

Can you please provide us with the old rules for welcome bonuses valid before April 11, 2024? Were they available on the same casino page, describing all first 4 deposit bonuses?

Although I can see that we updated the first 2 bonuses in our system on April 19, 2024, where the maximum cashout of 1x bonus initial amount was added, I checked the older 3rd and 4th deposit bonuses, and there was no mention of any maximum cashout limit. So, can you please double-check it in detail and confirm if there was a maximum cashout for the previous welcome bonus offer or not?

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 Branislav,

We apologize for the long response on our part.  Thank you for your questions and for helping clarify this situation. Allow me to address each of your points in detail.

Regarding your first question:

Yes, you understand correctly. The disputed amount of 3745€ was indeed the winnings accumulated while playing with an active bonus (while fulfilling the wagering requirements). The 25€ was the maximum cashout for the bonus in question applied upon meeting the WRs.

Addressing your second question:

As for the bonus rules valid for the used deposit bonus, after the changes, the rules remained the same. Only the structure of the bonuses changed, including the number of bonuses and the percentage from deposits. Additionally, the minimum deposit amounts for the bonuses were adjusted: previously, it was a minimum of 10€ for the first deposit and 15€ for the second to fourth deposits. The percentage of the deposit and the number of free spins also changed, as well as the maximum bonus amount.

To your follow-up question, yes, everything besides the bonus structure stayed the same, including the maximum cashout of 1x the bonus amount.

Concerning your third question:

I have sent the old rules for welcome bonuses valid before April 11, 2024, to your email address. Yes, you are correct, they were available on the same casino page, describing all first four deposit bonuses.

Regarding your final question:

Yes, there was a maximum cashout for the previous welcome bonus offer. As per the rules which I have sent to your email, specifically point 14: "The wagering requirement must be completed in full before funds can be withdrawn from the account. Once wagered, the remaining bonus funds are transferred to the customer's Main Account at the moment of bonus settlement, but not exceeding the initial bonus amount. If, after the bonus has been redeemed, the bonus account balance is less than the minimum stake amount, the bonus is deemed to be lost."

If you have any further questions or need additional clarification, please feel free to ask.

Best regards,

MegaPari Team

Dear Megapari Casino Team,

Thank you for your email and the provided rules. Now we are clear about the maximum cashout amount for the deposit bonus used.

Only a few additional questions.

If I understand it correctly, if there is an active deposit bonus in a casino account, there are 2 balances - the real money balance (main account) and the bonus money balance (bonus account)... What funds are played first? Or can players choose which balance they play first?

Provided that the player fully wagered the bonus, accumulated the disputed funds, and the bonus maximum cashout amount (1x the initial bonus amount) was applied to those winnings, and they were added to the player's real money (main account) balance, which is alright, what did happen with the player's real money balance of 50€, please?

Dear Branislav,

Thank you for your follow-up questions.

Yes, you are correct. The player has two balances in their gaming account: the real money balance (main account) and the bonus money balance (bonus account). The player can choose which balance to play with first. 

Regarding the player's real money balance of €50, the player lost this amount during their gameplay.

Best regards,

MegaPari Team

Great, thank you very much for the clarification.

Dear 7wm4pcbchg,

Alright, I think everything is completely clear now. Loss of your real money deposits was also confirmed by the screenshots you submitted with the complaint, where it is clear that closely before meeting the wagering requirements, your winnings were still in bonus balance, and after you met the WRs, your real money (main balance) was increased from 0.01 to 25.01€, which is the maximum cashout for the bonus used (1x initial bonus amount).

The most important fact for you is that this is how the bonuses work in most online casinos. It is a standard process and a standard maximum cashout limit rule. If you won any amount from the bonus money (during wagering), you would have been able to withdraw only the maximum cashout amount. That is how it works. We are talking about free money the casino gives on top of players' real money deposits, so understandably, it has to limit it somehow.

I sincerely believe that everything is clear to you now, and we consider this issue closed.

Is there anything else I can help you with?

Alright, 7wm4pcbchg. Since you had enough time to comment but did not use this option, and everything is clear, let's not drag it out longer unnecessarily.

After reviewing all the gathered information and details, we are closing this complaint as unjustified - your disputed winnings were accumulated while playing with an active bonus (bonus winnings wagering). Once the wagering was completed, the maximum cashout limit was automatically applied to the winnings.

The casino system acted correctly and in accordance with the casino's terms and conditions, which you accepted during registration or claiming the bonus in question.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Megapari Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru