The player from Argentina had doubled her original deposit but was unable to access her winnings due to unsuccessful KYC verification. Despite her multiple attempts to complete the verification with her ID, her account had remained unverified. After she contacted the casino, she had been informed that her account was verified, but she was unable to withdraw her winnings due to not meeting the wagering requirements. The casino had stated that the deposit amount must have been fully invested in bets with odds of at least 1.1 for withdrawal approval. The player had been unhappy with this requirement but eventually complied, which resulted in her losing half of her winnings. The casino had processed her withdrawal request after she met the wagering requirements. The issue had been resolved and the complaint was closed.
Megapari Casino - Player’s withdrawal is delayed due to KYC issue.
Amount: $60,000 ARS
Megapari Casino
Safety Index:HighCase closed
RESOLVED
Case summary
THEY WITHHOLD YOUR MONEY AND DO NOT LET YOU WITHDRAW
I recently deposited 30 USDT and managed to double it to 60 USDT, but they won't let me withdraw it and leave this casino because they are scammers. My id is: 768194549. It's a shame because it's a good casino otherwise, but they withhold your money and won't let you withdraw it. I haven't been able to complete the KYC because they won't verify it. I sent over 10 emails and received no deliberate response, just SCAMMERS. I submitted pictures of my ID, and still nothing. I'm very tired, all I want to do is withdraw my 60 USDT.
Hello ivansis1234,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Megapari Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Hello there, dear ivansis1234 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.
Now it turns out that I am already verified but they prevent me from withdrawing anyway, they put another obstacle and they do not allow me to withdraw my profits, they tell me the following:
The security department reserves the right to reject withdrawal requests if the deposit or withdrawal amount(s) do not correspond to the amounts of the bets placed (in order to withdraw funds, the deposit amount must be fully invested in bets with odds of at least 1.1). The criterion for withdrawal approval is the amount of bets placed with the deposit in question.
I mean, they are telling me that I have to bet everything I invested (31.5 USD) with the possibility of losing everything to be able to withdraw. What kind of casino does that? You only want to win without me having the possibility of taking out what belongs to me.
Dear ivansis1234,
We sincerely apologize for the inconvenience you have encountered while attempting to withdraw funds. After reviewing your case, I have been in touch with our Payment Team and they have informed me that at the time of your withdrawal, the necessary deposit amount was not wagered with a minimum coefficient of 1.1, which is a mandatory condition for withdrawal. However, I am pleased to inform you that the issue has been resolved now. We kindly ask you to create a new withdrawal request.
Thank you for your understanding and cooperation in this matter.
Best regards,
MegaPari Team
They withdrew half of my winnings because I had to be forced to bet the total amount on a bet of 1.1 and I lost it, how is that, for me it is a scam, if I invested 30 and won 60 they should have paid me 60.
I want some answer because they had to make me lose 100% of my deposit.
Hello ivansis1234,
Wagering of the deposit is mandatory in almost every single casino. If you did bet and lost it, it is up to you as you chose the bet and the bet amount.
Is there anything else we can assist you with? If not, we will be closing the complaint.
I have no more complaints. Thanks greetings
Dear ivansis1234,
We regret any inconvenience you encountered while trying to withdraw funds from your account. As previously explained by Nick, our policy stipulates that deposits must be wagered with a minimum coefficient of 1.1 before withdrawals can be initiated. This policy is in place to ensure fairness and prevent potential financial misconduct, such as money laundering.
We are pleased to inform you that your recent withdrawal request for 31,226.11 ARS has been successfully processed.
If you have any further inquiries or require additional assistance, please feel free to contact us via email at customer.claims@megapari.com.
Thank you for your cooperation and patience.
Best regards,
The MegaPari Team
Dear ivansis1234,
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,
Casino.Guru
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