Megapari Casino - Player's withdrawal is delayed due to repeated verification requests.

Dear tanvirrahmandhali, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify which of your documents have not yet been approved and verified?

If you do not have any visa or residence permit, do you have any other official document issued in Portugal that would confirm that you live there?

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

Best regards, 

Veronika

Hello there, dear tanvirrahmandhali 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.

hello, dear veronica

Thanks for your response. I sent them passport. They didn’t accept it. Then i sent them National Id Card. They said, they can't verify me. After thousands of request they said, send bank statement. Then they again said send me the documents which you use for opening the bank account. I already said them i used my passport which i given to you so many times. But again an again they asked for same things and same answer. Lastly they asked for visa or residence permit.

ok you ask for what kind of documents prove me that i live in portugal. Well, i have my Tax identity. I am a tax payer in portugal. I have seguranca social which is main documents in here, which can proves me i live here legally.

Dear tanvirrahmandhali, 

We apologize for the difficulties you are experiencing with the withdrawal process due to the verification requirements. We would like to emphasize that KYC procedures are crucial for ensuring the security and legitimacy of financial transactions. As an online gambling platform, we are obligated to follow strict regulations and protocols to verify the identity of our players. Unfortunately, since we cannot physically verify each player, the KYC process is necessary to validate the authenticity of documents and ensure funds are transferred to the rightful owner.

We have contacted our Security Department, and at this moment, they are waiting for a document with which you opened your Portuguese card. Please send this document to us at your earliest convenience to expedite the verification process.

Thank you for your understanding and cooperation.

Best regards,

MegaPari Team 

Dear Megapari Casino,

I asked them for which documents they need for further verification. Again they told, they want visa or Residence card. I told them several times i am an immigrant. My residency is in under processing. How i will give visa or residency cards.

I opened my Megapari account with my passport. I provide them my passport. Why they again and again asking for residence card. Also they asking for, how i open my bank card. I opened my bank card through my bangladeshi passport. I am an immigrants. My passport was only documents which i gave to them for opening my online bank. I have my social contribution documents. I already sent them to verify my identity through Portuguese social contribution documents. You can see, i attached this

Dear Megapari Team,

Thank you for joining this complaint team and assisting the player with his verification.

Dear tanvirrahmandhali,

I see that the document you posted in your last message is from 15 December 2022. Do you have any more recent documents confirming your stay in Portugal? Have any of your documents been verified in the meantime?

Dear tanvirrahmandhali, 

Thank you for bringing your concern to our attention. I have contacted our Security Department to investigate the issue further.

According to the information provided by our team, the statement you submitted for card verification indicates a registered address in Portugal. To proceed and complete the verification process, we require confirmation of this registration.

Please send a document that verifies your registered to our Security Department at security@megapari.com.

This step is mandatory and necessary for us to continue and finalize your verification process.

Thank you for your cooperation and understanding.

Best regards,

MegaPari Team

Dear tanvirrahmandhali,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.