Megapari Casino - Player's withdrawal request is delayed due to account restrictions.

Good afternoon,

With the ID number 761186307, I would like to present my case:

I have been playing at this casino since January 2024 without any issues. They never asked for documentation when I was depositing my own money and losing. The problem started this month when I began to have some winnings. They have restricted my account and are not allowing me to withdraw money because they say I need to verify my identification documents to make a withdrawal. I sent all the requested documents to the email address they provided for verification. They informed me that the maximum waiting time was 72 hours, which has already passed without any response. Since I wasn't getting any response from that method, I decided to call by phone [an international call which cost me quite a bit], and at first, it seemed like they were going to help me, but it turned out the same - support couldn't assist me... It already feels like excuses and gives the impression that they want to keep my money since I still haven’t received any response from them and my money remains stuck in the account.

I hope for a solution or instructions on what I can do.

Dear Kevin7,

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 list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Tomas

Good morning, the first thing they asked me for was my ID card, which I sent on Thursday 8/08 at 9:27 am. It's been more than 72 hours, which is the maximum waiting time they tell you to get a response. Yesterday, 11/08, that time expired and I didn't get a response. Then I called a Spanish-speaking number and a guy told me that I had to send my ID card again and other photos with a selfie holding my ID card (something new). Then I had to send it with a Gmail that didn't reach them correctly through Outlook. Each time it's something new in the process of verifying my account. The last thing I sent yesterday 11/08 was again all the requested documentation, through my Gmail email at 7:53 p.m. without any response yet.

Were the documents you sent via Gmail approved and your payout processed yet?

If the issue persists, please share your recent communication with the casino to my email at tomas@casino.guru

I'll wait for your reply.

Hello there, dear Kevin7 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.

I have already sent everything thousands of times and if they told me over the phone that they had my documents and that it was going to be approved, as of today the account is still the same without being able to play at the casino and without being able to withdraw money.

Dear Kevin7,

Thank you for providing the requested information. It's important to note that messages sent from an Outlook domain might not always be received. I have contacted our Security Department, and they have informed me that an email was sent to you with instructions to update the email address in your account, as our Security Department communicates with players only through their registered email.

To change your email address, please provide the Security Department with a photo of yourself holding a sheet of paper that includes your old email address registered in your gaming account, your current email address, and the phrase "I confirm the data change," along with your signature and the current date. Please ensure that all the data and your face are fully and clearly visible. You need to send this to security@megapari.com.

Alternatively, you can update the email address yourself in your account and then contact Security Department again using your Gmail account.

Thank you for your cooperation, and we look forward to resolving this matter promptly.

Best regards,

MegaPari Team

Thanks to both parties for your replies and active participation in resolving the issue.

Dear Kevin7

• Were you able to change the email of your casino account yet?
• Was the proof of payment method accepted by the casino yet?

Please keep me informed about any further developments.

I have just sent the requested information with my photo and the requested information, Megapari team, I await a brief response.

I'm sending everything, I hope it gets resolved soon, always something new to send.

Thanks to both parties for their cooperation.

Dear Kevin7,

Please keep me informed about any further developments.

Dear Kevin7,

We sincerely apologize for the difficulties you've encountered during the verification process. I have reviewed your case, and I am pleased to inform you that your verification was successfully completed on September 3rd, and you have made a withdrawal of 20 EUR.

Thank you for your patience and cooperation throughout this process.

Best regards,

MegaPari Team

Dear Kevin7,

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.

Good morning, finally my account is verified and ready to use, the only thing I don't understand is why, having won as I have commented in esport and specifically in Mortal Kombat, they reduce the money that I can bet. Before I could put in up to €1000 and now a maximum of €100. I didn't think that Megapari limits the winners.

Thanks for the confirmation regarding your verification.

Unfortunately, online casinos can restrict even close player's accounts for any reason.

• Do I understand correctly the casino didn't revoke the restrictions despite a successful verification?
• Were you able to withdraw your winning?

The verification problem is now solved, now I made a deposit on 09/19/2024 of € 40.83, they have charged me from the bank but Megapari is not reflected in my account, it appears as rejected and they have charged me from the bank, I demand that Megapari return my money or that it be reflected in my

Hi Kevin7, 

First of all I would like to thank you for your patience during verification. I would like to remind you that verification is necessary to ensure full security on the platform. 

Secondly, regarding your deposit problem - there are different technical problems, which are often easily solved. we have a large support team and you can write to them at any time, they will help you with any questions by mail - support@megapari.com. however, I will take your question into work and will try to get back to you with an answer as soon as possible. 

Megapari Team I made that deposit of €40.83 on 09/19/2024 and it is not reflected in my account and I have been charged at the bank, return the money to me or reflect it in my account, this is the first time I deposit my money and it disappears.

Everything is now resolved Megapari team, the only bad thing is that you have limited my account from being able to bet €1000 on E-sports like Mortal Kombat, you only let me bet €10, €20 and small amounts of money, I didn't know that Megapari limits the winners since when I started to win something you limited the amount I could bet.

Dear Kevin7,

We're glad to hear that your issues have been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru