The player from Portugal had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout hadn't been received yet. The player had expressed his frustration over the delay and poor customer support from the casino. The casino, after investigating, confirmed that the withdrawal of 50 EUR had been processed and asked the player to confirm receipt. The player confirmed receiving the funds but was unhappy due to the loss of €41 caused by the delay. The Complaints Team explained that they couldn't help with the lost funds, as the player was solely responsible for their account and bets. The issue was marked as 'resolved' since the player had received the winnings he didn't lose.
Megapari Casino - Player’s winnings haven’t been received yet.
Amount: €91
Megapari Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good afternoon. I made a deposit of 10€ and won 91.31€, tried to withdraw it all through cryptocurrency which usually takes at most 30 minutes and nothing happened. I contacted the casino and they asked me to wait for 72 hours which is ridiculous. The next day, after 11 hours, I received the amount back in my MegaPari betting account without any explanation, just an error. I tried again to withdraw using the same method and I spoke to the live chat and they told me to wait another 24 hours. I'm still clueless as to what could be happening and wanting my money, I tried sending an email but there hasn't been a response from their end yet. I'm still waiting for any type of response, whether by telegram, email, or in the live chat... they just always tell me to wait. This seems like scam to me. I've played on similar sites and any kind of withdrawal always took at most 10 minutes to be accepted and depending on the method up to a day to be processed. In this case, I've been waiting for over 48 hours just to have my withdrawal accepted, let alone processed. That's ridiculous.
Automatic translation:
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1 year ago
Dear Nunes24,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Hello there, dear Nunes24 and CasinoGuru team
We deeply apologize that you are having difficulty withdrawing funds. We understand that this is not the level of quality we strive for. Our team is actively investigating your case and will provide a solution soon. Thank you for your patience.
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1 year ago
Hello there. We have thoroughly investigated your question and have gathered all the necessary information.
Dear Player, we are pleased to inform you that your latest withdrawal of 50 EUR has been successfully processed and approved.
The funds should have been credited to your account.
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1 year ago
Hello.
Dear player, please confirm the transfer of funds. If you still have any questions, we will be happy to answer them by email customer.claims@megapari.com
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1 year ago
Hello there.
Dear Nunes24, please confirm receipt of 50 EUR to your paycos wallet from 2023-09-24
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1 year ago
Translation
Yes I received. However, do you know what happened? I lost €41 because I was completely out of patience because of your poor customer support. I looked for explanations and there was no one to help me, I sent emails and nothing until today, I have never seen a website like this. My withdrawal was delayed for about 5 days. It was canceled several times by you and when I asked for an explanation there was none.
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1 year ago
I understand your frustration regarding the lost winnings, but I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost funds
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Since you received the winnings you didn't manage to lose, 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,
Kristina
Casino.Guru
