The player from Argentina is having difficulties withdrawing winnings due to incomplete verification. It has been resolved.
Megapari Casino - Player's withdrawal has been delayed.
Amount: $1,298
Megapari Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Dear, good morning. I am having problems with Megapari to be able to withdraw funds, they reject my payment indicating that I must send documentation to the security department. I proceeded to send an email to said department with my national identity document and asking what other documentation they need. I sent the first email on Saturday, February 26, and I still have not received a response when it supposedly takes 24 hours to respond. I also wrote to other contacts listed on the page but they never reply so I don't know how to proceed. Can you help me?
From already thank you very much. Greetings!
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2 years ago
Dear seba3618,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Do I understand correctly that the casino hasn't yet provided a list of other required documents? Is your ID the only document you've provided so far?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Good morning Kristina, from the casino they never communicated with me, they have only rejected the payment and when I click to see why a sign appears indicating that I must send documentation to the security department (without clarifying what documentation). I proceed to send them an email to that department on February 26 with my national identity document (without them having told me what to send them) and I also ask them what other document they need but they never replied or wrote.
In short, they never communicated with me and since February 26 I sent emails to both the security department and the other contacts listed to see if someone responded to me, but so far nothing.
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2 years ago
Thank you very much seba3618 for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello seba3618,
I looked at your complaint and will do my best to help you. I would like to invite Megapari Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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2 years ago
We would like to ask the Megapari 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’.
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2 years ago
Translation
Good morning Viliam and thank you very much for taking care of the case. On March 1 I also wrote to the Megapari support to see if someone could give me an answer from there, the next day Alina replied indicating that she was going to transfer the case to the corresponding department but from security they still haven't contacted me. The truth is that I feel cheated by the casino and that they do not answer me so that I cannot withdraw the money.
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2 years ago
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Today I wrote to support again informing them that the security department continued without contacting me and they told me that they were having problems with the hotmail domain, they asked me to write to them again from gmail. So I proceeded to send them my national identity document from my gmail box and ask the security department what other document they need.
Hopefully that's the downside.
Greetings.
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2 years ago
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Problem solved, I wrote to them from my gmail box and they answered me quite quickly, I provided them with the requested documents for verification and it was approved. As a test, I withdrew a part of my balance and they already deposited the money.
Thank you very much for worrying about my case and you can now close my complaint as resolved.
Kind regards.
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2 years ago
Dear seba3618,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
