Megapari Casino - El jugador no puede retirar su saldo.

Hello, on April 29 I made a deposit of 300,000 CLP through the Ripley bank credit card, I have won in sports betting and roulette. I have tried to make several withdrawals, but these are approved first, after a few minutes they are rejected, I have contacted the online chat and they tell me that they will give a solution in 24 hours, 4 days have passed and nothing at the moment, I need To know if my account is verified, I sent a photo of my identity card to the casino and they told me that if they need more documentation they will ask me for it.

Attached screenshots

I hope you can help me, thank you very much.

Hola, el 29 de abril he efectuado un depósito de 300.000 CLP a través de la tarjeta de crédito de banco Ripley, he ganado en apuestas deportivas y ruleta. He intentado hacer varios retiros, pero estos si buen primero salen aprobados al cabo de unos minutos son rechazados, me he comunicado con el chat online y me dicen que en 24 horas darán solución, ya han pasado 4 días y nada por el momento, necesito saber si mi cuenta está verificada, envie foto de mi cédula de identidad al casino y me señalaron que si necesitan más documentación me la pedirán.

Adjunto capturas de pantalla

Espero puedan ayudarme, muchas gracias.

Hello jparavenacanas,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Megapri 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

Hi Nick, thank you for your prompt response.

Verification has been in progress since May 1, notwithstanding this, it began because I requested it, on the Mega Pari website there is no account verification heading, they told me that they would let me know if they needed more documents. When I have consulted in the chat if the rejection of the withdrawals is due to failure to send documents, they have told me no.

They have not given me information about the approved documents, I have only sent a copy of my identity card

I spoke with the casino yesterday via online chat since they rejected a new withdrawal, the agent who attended me pointed out that it was in case in their finance department, that it was a problematic withdrawal.

very thankful

Hola Nick, agradezco tu pronta respuesta

la verificación esta en curso desde el 1 de mayo, sin perjuicio de ello, se inició porque yo la solicite, en el sitio web de mega pari no existe un acapite de verificación de cuenta, me señalaron que me avisarían si necesitaban mas documentos. Cuando he consultado en el chat si el rechazo de los retiros es por falta de envío de documentos me han dicho que no.

No me han dado información sobre los documentos aprobados, solo he enviado copia de mi cédula de identidad

Hable ayer con el casino por el chat online ya que rechazaron un nuevo retiro, el agente que me atendió señalo que estaba en caso en su departamento de finanzas, que era un retiro problemático.

muy agradecido

Hello jparavenacanas,

As mentioned above, the verification may take up to 14 days so if there's been some incorrect documents, be sure to send the correct ones as soon as possible in order to finish the process and then you will be able to withdraw your balance without any problem.

Let us know within a week if there's been an update.

Dear jparavenacanas and Casino Guru Team,

Thank you for bringing this issue to our attention. We apologize for any inconvenience caused and appreciate your patience as we investigated the matter. We understand that issues like these can be frustrating, and we're committed to resolving them as quickly as possible.

We'd like to inform you that the problem has been resolved, and the user was able to successfully withdraw their funds, and the player continues to play. We have also taken steps to improve the user experience based on this situation. 

We would like to inform you that we consider the case to be closed. Please don't hesitate to contact us at support@megapari.com or customer.claims@megapari.com if you have any further concerns or questions.

Dear jparavenacanas,

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.