Megapari Casino - La retirada del jugador se ha retrasado.

Dear, good morning. I am having problems with Megapari to be able to withdraw funds, they reject my payment indicating that I must send documentation to the security department. I proceeded to send an email to said department with my national identity document and asking what other documentation they need. I sent the first email on Saturday, February 26, and I still have not received a response when it supposedly takes 24 hours to respond. I also wrote to other contacts listed on the page but they never reply so I don't know how to proceed. Can you help me?

From already thank you very much. Greetings!

Estimados, buenos días. Estoy teniendo problemas con Megapari para poder retirar fondos, me rechazan el pago indicando que debo enviar documentación al departamento de seguridad. Procedí a enviarles un email a dicho departamento con mi documento nacional de identidad y consultando que otra documentación necesitan. El primer correo lo envié el día sábado 26 de febrero y aún no obtuve respuesta cuando supuestamente tardan 24 hs en responder. También les escribí a otros contactos que figuran en la página pero nunca me responden así que no se como proceder. ¿Podrán ayudarme?

Desde ya, muchas gracias. Saludos!

Dear seba3618,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that the casino hasn't yet provided a list of other required documents? Is your ID the only document you've provided so far?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Good morning Kristina, from the casino they never communicated with me, they have only rejected the payment and when I click to see why a sign appears indicating that I must send documentation to the security department (without clarifying what documentation). I proceed to send them an email to that department on February 26 with my national identity document (without them having told me what to send them) and I also ask them what other document they need but they never replied or wrote.

In short, they never communicated with me and since February 26 I sent emails to both the security department and the other contacts listed to see if someone responded to me, but so far nothing.

Buenos días Kristina, desde el casino nunca se comunicaron conmigo, solo han rechazado el cobro y cuando hago click para ver el porque me aparece un cartel indicando que debo enviar documentación al departamento de seguridad(sin aclarar que documentación). Procedo a enviarles el 26 de febrero un correo electrónico a dicho departamento con mi documento nacional de identidad(sin ellos haberme indicado que enviarles) y además les consulto que otro documento necesitan pero nunca me respondieron ni escribieron.

Resumiendo, ellos nunca se comunicaron conmigo y yo desde el 26 de febrero envié emails tanto al departamento de seguridad como a los demás contactos que figuran para ver si alguien me respondía algo pero hasta ahora nada.

Thank you very much seba3618 for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello seba3618,

I looked at your complaint and will do my best to help you. I would like to invite Megapari Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Megapari Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Good morning Viliam and thank you very much for taking care of the case. On March 1 I also wrote to the Megapari support to see if someone could give me an answer from there, the next day Alina replied indicating that she was going to transfer the case to the corresponding department but from security they still haven't contacted me. The truth is that I feel cheated by the casino and that they do not answer me so that I cannot withdraw the money.

Buenos días Viliam y muchas gracias por estar ocupándote del caso. El día 1 de marzo también le escribí al soporte de Megapari para ver si alguien podía darme una respuesta desde allí, al día siguiente me respondió Alina indicando que iba a transferir el caso al departamento correspondiente pero desde seguridad siguen sin contactarme. La verdad que me siento estafado por el casino y que no me contestan para que no pueda retirar el dinero.

Today I wrote to support again informing them that the security department continued without contacting me and they told me that they were having problems with the hotmail domain, they asked me to write to them again from gmail. So I proceeded to send them my national identity document from my gmail box and ask the security department what other document they need.

Hopefully that's the downside.

Greetings.

Hoy le escribí nuevamente a soporte informando que desde el departamento de seguridad continuaban sin contactarse y me indicaron que estaban teniendo problemas con el dominio de hotmail, me pidieron que vuelva a escribirles desde gmail. Entonces procedí a enviarles desde mi casilla de gmail mi documento nacional de identidad y a consultarles que otro documento necesitan al departamento de seguridad.

Esperemos que ese sea el inconveniente.

Saludos.

Problem solved, I wrote to them from my gmail box and they answered me quite quickly, I provided them with the requested documents for verification and it was approved. As a test, I withdrew a part of my balance and they already deposited the money.

Thank you very much for worrying about my case and you can now close my complaint as resolved.

Kind regards.

Problema solucionado, les escribí desde mi casilla de gmail y me respondieron bastante rápido, les brindé los documentos solicitados para la verificación y fue aprobada. A modo de prueba retiré una parte de mi saldo y ya me depositaron el dinero.

Muchas gracias por preocuparse por mi caso y ya pueden cerrar mi queja como resuelta.

Saludos cordiales.

Dear seba3618,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru