Megapari Casino - El jugador enfrenta retrasos en el retiro de sus ganancias.

I've had an account with Megapari since April 2023, and everything was great until now. I had to verify my identity with my ID back then, and that all went smoothly. Yesterday, I tried to withdraw some money and received a message saying I needed to submit documents. I contacted support, and they asked me to send them my ID again. After I did that, they wanted a certificate stating that I'm not a gambling addict. I was very surprised and said I didn't have such a thing. I exchanged messages with support, but they kept insisting on this certificate. I even sent them confidential medical documents that at least prove I'm mentally healthy, but they didn't accept those either. By now, I'm sure that support knows these certificates don't exist and they're just stalling me. Since I still have €1,800 in my Megapari account, I certainly won't give up until I get my money back.

Ich habe bereits seit April 2023 ein Konto bei Megapari und bisher war immer alles super. Ich habe mich auch bereits damals mit meinem Ausweis verifizieren müssen, das hat alles geklappt. Nun wollte ich gestern Geld auszahlen und ich erhielt die Meldung dass ich Dokumente einreichen muss. Ich kontaktierte den Support und dieser bat mich mal wieder meinen Ausweis hinzuschicken. Nachdem ich das gemacht habe wollten Sie von mir eine Bescheinigung, die besagt dass ich nicht spielsüchtig bin. Ich war sehr verwundert und sagte dass ich so etwas nicht habe. Ich schrieb hin und her mit dem Support aber dieser beharrt weiter darauf, diese Bescheinigung haben zu wollen. Ich habe denen dann sogar vertrauliche ärztliche Dokumente geschickt, welche zumindest belegen dass ich psysisch gesund bin, aber auch diese wurden nicht akzeptiert. Mittlerweile bin ich mir sicher, dass der Support selber weiß dass es solche Bescheinigungen nicht gibt und sie mich damit nur hinhalten wollen. Da ich aber noch 1.800€ auf dem Megapari Konto habe, werde ich sicher nicht aufgeben bevor ich das Geld zurück habe.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you ever requested self-exclusion from this casino or mentioned any gambling-related problems while communicating with customer support?
• Have you ever taken advantage of a cooling-off period at this casino?
• What types of games did you play recently to accumulate your winnings?
• Has the casino requested any other additional documents from you? If so, kindly specify which documents and if they were approved.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Thank you for your message.

I have never had myself blocked at Megapari, nor have I ever mentioned to customer service that I might have gambling problems.

I never took a period of reflection either.

At Megapari I mainly played sports betting, mostly bets on football, tennis and ice hockey.

Apart from my ID and the strange certificate stating that I don't have a gambling addiction, Megapari did not request any further documents.

Best regards

Jason H.

Hallo Veronika,

vielen Dank für Ihre Nachricht.

Ich habe mich bei Megapari noch nie sperren lassen und auch nie beim Kundenservice erwähnt, dass ich Glücksspielprobleme haben könnte.

Auch eine Bedenkzeit habe ich nie in Anspruch genommen.

Bei Megapari habe ich hauptsächlich Sportwetten gespielt, meistens Wetten auf Fußball, Tennis und Eishockey.

Megapari hat außer meinen Ausweis und der merkwürdigen Bescheinigung dass ich keine Glücksspielsucht habe, keine weiteren Dokumente angefordert.

Mit freundlichen Grüßen

Jason H.

Hello Jason187420,

Thank you for getting in touch, and we sincerely apologize for the inconvenience this has caused you. We understand how frustrating it can be to face additional verification requests, especially when you've already gone through the process before.

As part of our ongoing commitment to ensuring the safety and integrity of both our platform and our valued users, we ask for further documents to comply with our security procedures. This is why we’ve requested the specific certificate you’ve mentioned. Please understand that this request is not arbitrary or meant to cause trouble. It is a necessary step to protect your account, ensure fairness, and prevent potential misuse of the platform.

We are currently awaiting the valid certificate that our Security Team has requested from you. We know this may seem like an extra step, but we ask for your cooperation to help us maintain a secure environment for everyone.

If you are able to provide the requested certificate, we kindly ask you to send it directly to our security@megapari.com email address. However, if you're unable to provide this certificate for any reason, please don’t worry. Simply send us an email to the same address with a message saying, "I cannot provide the certificate due to [insert reason here].

We truly appreciate your patience and understanding throughout this process.

We look forward to hearing from you soon, and thank you once again for your cooperation.

Warm regards,

Megapari Team

Dear MegaPari Casino,

First of all, I would like to thank you for your reply and the description of the situation.

You mentioned that I shouldn't worry if I can't provide the required certificate. Let's hypothetically assume that's the case; what exactly would happen to me then? Would I still be able to withdraw my balance from my MegaPari account? Would I simply be blocked from all games in your casino? Please explain the situation to me in detail.

I've already inquired about where I can obtain the required certificate, and I'll likely have to see a specialist doctor for medical assessments, which I'll have to pay for out of my own pocket. Therefore, I need to carefully consider my next steps.

Best regards

Jason H.

Liebes MegaPari-Casino,

zuerst bedanke ich mich bei Ihnen für Ihre Antwort und die Schilderung der Situation.

Sie erwähnen dass ich mir keine Sorgen machen muss, falls ich das geforderte Zertifikat nicht aufbringen kann. Nehmen wir einmal fiktiv an dass es so wäre, wie genau würde meine Situation dann weitergehen? Würde ich dann trotzdem in der Lage sein, mein Guthaben vom MegaPari-Konto auszuzahlen? Wäre ich dann nur von sämtlichen Spielen in Ihrem Casino gesperrt? Bitte erläutern Sie mir die Situation ganz genau.

Ich habe mich bereits erkundigt, wo ich das geforderte Zertifikat herbekommen kann, und ich werde wahrscheinlich zu einem speziellen Arzt für medizinische Gutachten gehen müssen, welchen ich mit meinem eigenen Geld teuer bezahlen muss. Daher muss ich meine nächsten Schritte ganz genau abwägen.

Viele Grüße

Jason H.

Dear Jason187420,

Thank you for your thoughtful follow-up and for explaining your concerns so clearly. We fully understand why you want to carefully consider your next steps, especially when it may involve time, effort, and personal expenses on your side.

At this stage, it’s important to clarify that any final decision is made exclusively by our Security Department, based on the information and documents provided during the verification process. Unfortunately, this means we are not able to predefine or guarantee a specific outcome in advance.

At the moment, the Security Department is still awaiting the requested files from your side in order to proceed with the review.

Kind regards,

Megapari Team

Dear Megapari Casino,

Thank you for your reply.

Regarding the requested document, I would like to know if it is acceptable for it to be issued in my native language, German, or if you would prefer it to be issued in English? Please also let me know if there are any other additional requirements for the document that I should be aware of.

Thank you very much for your help.

Liebes Megapari-Casino,

vielen Dank für Ihre Antwort.

Zum angeforderten Dokument möchte ich gerne noch wissen, ob es in Ordnung ist dass das Dokument in meiner Muttersprache Deutsch ausgestellt wird oder ob es Ihnen lieber ist, wenn das Dokument auf Englisch ausgestellt wird? Bitte teilen Sie mir ebenso mit, falls es sonst noch zusätzliche Anforderungen an das Dokument gibt, die ich beachten soll.

Vielen Dank für Ihre Mithilfe.

Dear Jason187420

The document may be issued in your native language. At this stage, the most important aspect is that the document is official and properly issued. If the Security Department requires any additional clarification, translation, or supporting information after reviewing it, they will contact you directly with further instructions.

Please feel free to send the document to security@megapari.com when you ready.

Dear MegaPari Casino,

Thank you for your answers so far. However, before we proceed, I would like to wait until an expert from Casino-Guru has reviewed this case and contributed their expertise, so that I can discuss my next steps with them.

Best regards

Jason H.

Liebes MegaPari-Casino,

vielen Dank für Ihre Antworten bis zu diesem Punkt. Bevor wir allerdings fortfahren, möchte ich noch abwarten bis ein Experte von Casino-Guru sich diesem Fall angenommen hat und seine Expertise dazugibt, damit ich mit ihm zusammen meine nächsten Schritte besprechen kann.

Viele Grüße

Jason H.

Dear Jason187420

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Jason187420, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Megapari Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s verification is being drawn out and what is the reason for such unconventional requests to pass KYC? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello Matej,

Thank you for your message.

We’ve just sent you a detailed email with all the relevant information regarding this case.

Please have a look when you have a moment.

I have responded to the casino representative by e-mail.

Dear Jason187420, while waiting for the casino to answer, I would like to ask if your account has been suspended, or if any of the options for depositing and playing games have been disabled. Thank you.

Hello Matej,

I still have access to my account, however all functions are blocked; I can neither deposit nor withdraw funds, nor place bets or make any more wagers in the casino.

Best regards

J

Hallo Matej,

Ich habe weiterhin Zugriff auf mein Konto, allerdings sind alle Funktionen gesperrt, ich kann weder ein- noch auszahlen und auch keine Wetten mehr platzieren und auch keine Einsätze im Casino mehr tätigen.

Viele Grüße

J

Thank you for the confirmation, this clears up some of the questions I had and once I hear back from the casino, I hope we can find a solution quickly.

Dear Matej,

We’ve sent you an email with further details regarding this case. 

I can confirm the message has been received and I have also sent a reply back. Once I get some additional answers, I believe I will be able to bring this complaint to the final stage, and will also post an update here.

Dear Matej

We’ve sent you another email with additional information for your review. Kindly check your inbox when you have a moment.

Thank you in advance.

I would like to thank the Megapari Casino for provided evidence. Much appreciated.

Dear Jason187420. After reviewing the evidence, I can no longer mediate this complaint on your behalf. The reason behind this decision is that you have broken the casino's Terms & Conditions by creating multiple accounts, as well as purposefully altered your credentials to avoid self-exclusion restriction that has been put in place for your own protection in the past. Since Casino Guru does not support bypassing player protection measures, the complaint will be closed and marked as rejected.

Void out of the balance is therefore in line with Terms & Conditions (multiple account creation, providing false information, etc.) and that means I will not request a return of your deposits either. Thank you for your understanding.