The player from Neuquén faced difficulties withdrawing winnings from Megapari casino due to unclear document submission requirements related to deposits made via Astropay. Despite having provided multiple screenshots, the casino's Security Department continued to request additional documentation without specifying what was needed. After further communication, the player successfully withdrew all funds but found his account restricted from future deposits and bets. The Complaints Team marked the issue as resolved since the player confirmed that all funds had been withdrawn, acknowledging that casinos have the right to restrict accounts for various reasons.
Megapari Casino - Player's withdrawal request is delayed due to unclear requirements.
Amount: $140,000 ARS
Megapari Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Translation
Hello!
I am writing to submit a complaint to the Megapari casino regarding an issue with a withdrawal to Astropay. Everything started on Saturday, October 12, 2024, when I deposited funds into my account to receive the "Saturday Football Bonus." I used the bonus according to the rules and won it on Sunday, October 13, 2024, at around 18:30. I immediately tried to withdraw the winnings but wasn't able to because the casino requested "Document Submission." That was fine; I found the email to send my documents and quickly got a response asking for the same documents but with a different background and camera angle, which I provided. The issue began when I received the following email:
"We request that you provide screenshots confirming your deposits via the Astropay system. The screenshots must not be cropped or edited, and all data must be completely visible and clear.
We should be able to see the e-wallet number, the account holder's personal details, and the detailed transaction history in the screenshots provided."
So, I logged into my Astropay app, took a screenshot of the Personal Data section (where my Astropay wallet ID is visible), and captured the Transactions section. Then I sent the images, and the response I received is the problem: "Please pay attention to the Security Department’s requirements, otherwise it will be impossible to proceed." Alright, the screenshots I sent are not valid, so I proceeded to log into Astropay from my PC and took screenshots of my personal data again and also screenshot the transaction of the last deposit I made to Megapari and sent them with a message asking, "Is this okay?" What was the casino's response? "Please pay attention to the Security Department’s requirements, otherwise it will be impossible to proceed."
In short, my complaint is that nobody is clarifying which section I need to capture in Astropay to be valid for document verification.
Thank you for your support.
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2 months ago
Dear FacuT02,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Have you inquired with the casino about the specific issue with the screenshots?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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2 months ago
Translation
Hello Dominika!
Yes, I don't have the exact number but I made more than 30 successful withdrawals at that casino.
My only question was when I asked "Is this okay?" and I got the same answer as in the previous screenshots.
Here are the screenshots of the communication with the casino, you can see the screenshots I talked about in the complaint.
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2 months ago
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Hello Dominica!
I want to let you know that while I was waiting for a response from you I decided to ask the casino which specific section of Astropay they needed me to capture and their response confused me a little since first they asked for screenshots of Astropay and then what they asked me was that I had to send an image in which I can be seen holding my identity document and also the conversation between them and me with a device should be seen, I proceeded to send them what they asked for and their response was positive but strange since I managed to withdraw my money but for no reason I can no longer deposit or bet on their application. I suppose it is something that is in their terms and conditions but it is strange and it takes away from the reputation of their casino.
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2 months ago
Dear FacuT02, thank you for the information provided.
Could you confirm that there are no funds left in the account and that you were able to withdraw everything?
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2 months ago
Translation
Dominica!
That's right, I've already managed to withdraw all my funds.
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1 month ago
Dear FacuT02,
please understand that we can’t penalize the casino for restricting your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. Since you withdrew all your funds, we will 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,
Dominika
Casino.Guru
