Megapari Casino - The player struggles to withdraw his balance.

Hello.

I have created my account on MEGAPARI a couple of years ago and deposite a couple of times with mastercard, around 250€ of deposits. I have since reached 1500€ and withdrew 500€ via SEPA method, and even though it is not the same method that I used to deposit money with, they allowed me the first withdrawal. After that, I got a limitation on my account that only allowed me to place an amount of 25€ per bet (I mostly bet player props for NBA and Euroleague on the site), and if I wanted to repeat the bet, the odds would drop from 1,85 to like 1,60 for example.

This made betting on their site literally impossible for me and I wanted to withdraw the remaining 900€ through SEPA. They however did not allow me to withdraw through this method, saying it is not the same one that I used to deposit, even though I already used this one the last time.

Next thing they did, they told me to deposit with one of the remaining methods in the minimal amount so that I could then withdraw to the same method, so I used JETON to deposit 20€. The thing of course didn't work, and now they're telling me I need to play through this 20€, but even that is not gonna work.

I sent them an email demanding information on how can I actually get to this money that they are clearly holding, because removing all withdrawal methods because my account is restricted can not be the answer, but they did not respond in 3 days through their service mail.

Now I'm turning to you with some hope that you will be able to retrieve this money for me.

If I can provide anything else, please let me know.

Hello jostmrdavsic,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Meagpari Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you try to play through your deposit through casino games? When was the last time you spoke to the casino and what was it about?

Please note that if the withdrawal is restricted due a sports betting related issue, the complaint will be closed as we deal only with casino related issues.

Looking forward to your answer.

Regards,

Nick

My account is verified since February 2021. I have not tried to play it through casino yet, because they did not specify the terms for playing it through and they have still not responded so I would prefer not to lose any money before I even know for sure what to do.

The withdrawal itself doesn't have anything to do with sports betting, they just removed the withdrawal methods because that allows them to hold the money and not let me withdraw to another method.

Thank you jostmrdavsic for all the information provided. As long as the complaint remains only withdrawal related, we might be able to help you out. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, jostmrdavsic,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Megapari Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Megapari Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw his balance? What are the available payment methods for withdrawals?

If I understand it correctly, the deposit by another payment method should have been made only to verify the payment method in question. If the casino requested the player to make a deposit with an alternative payment method (Jeton), and it is clear that we are not talking about money laundering since the player did it only based on the casino's request due to limited payment methods offer, why should he wager it?

Thank you in advance for providing the information.

Dear player and the Casino Guru team,

we have made ourselves familiar with the case. Please find the results of our investigation:

First of all, I have received feedback from the customer care department claiming that players in Slovenia experiencing issues with the Scrill payment method. As an attempt to combat the issue, MegaPari financial department recommended enabling the SEPA for withdrawals by depositing a small sum from a credit card.

 I have since reached 1500€ and withdrew 500€ via SEPA method, and even though it is not the same method that I used to deposit money with, they allowed me the first withdrawal.

The player has made 2 attempts to withdraw 900 EUR. On 01.02.2023 to the Appexpayments method, which was never used a deposit before and therefore, the withdrawal was rejected due to the T&C violation. On 25.01 via Jeton payment method as followed by recommendations of the support team. A support manager has advised the player to deposit 20 EUR to enable the Jeton method. Anyway, MegaPari T&C prohibit to withdraw funds disproportionate to the sum of a deposit. If a player uses multiple payment methods for depositing, they are expected to make multiple withdrawals as well. In plain words, the player has requested an instant withdrawal of 900 EUR while depositing only 20. The request was also rejected.

I used JETON to deposit 20€. The thing of course didn't work, and now they're telling me I need to play through this 20€, but even that is not gonna work.

The player has emailed to the support team regarding odds limitation on 12.01.2022. He has got an answer on 13.01.2023 claiming to contact the security team. (support managers do not have any details to limitations/account disabling etc, the decision is made by the security team).

After that the player has contacted us once more via chat on 19.02.2022.

but they did not respond in 3 days through their service mail.

MegaPari offers an extensive payment methods portfolio - but to maintain these services, we may disable them to solve issues, revise a payment agent, add a new one etc. I believe, the player has accessed the website while desired payment methods were disabled for a short period of time. At the moment, they are available for deposits and withdrawals.

how can I actually get to this money that they are clearly holding, because removing all withdrawal methods

To process the withdrawal of 900 EUR, we kindly ask the player to request a withdrawal to the SEPA payment method and send a screenshot here (or to the CG team or to my business email) for us to trace the payment. The financial department together with the payment agent are now aware of the case and will put a special effort to ensure a smooth processing of the request.

I hope our answer will be useful for the clarifying the case.

Hello.

Thank you for getting involved and also thank you to the megapari representative for responding with useful instructions.

You will find the request for 1000€ withdrawal below, made just a couple of minutes ago through SEPA method to my bank account. In case I need to provide anything else, please let me know.

Thank you

I have successfully withdrew money to my bank account in the full amount.

Thank you all very much for your help resolving this.

Best regards,

Jošt

What great news!

Thank you, Jošt, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system and update the disputed amount to €1,000. Although I sincerely hope it will not happen, 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.

Thank you very much, Megapari Casino Team, for your proactive approach and cooperation.

Best regards,

Branislav, Casino.guru