Megapari Casino - El jugador solicita acceso a su cuenta cerrada.

I would like to file a complaint against Megapari regarding a problem related to accessing my account.

I registered through Megapari's one-click quick registration system. After completing the process, I saved a screenshot of the account details generated by the system. However, the password was hidden in the screenshot, which later prevented me from accessing the account again.

Despite this, Megapari allowed the account to be created and accepted two cryptocurrency deposits I made. I have the hashes of both transactions and can provide them as proof. These transactions can be independently verified on the blockchain.

It's important to note that I wasn't asked for any Know Your Customer (KYC) verification before my deposits were accepted. The operator allowed the account to be created and funded without requiring any prior verification process.

I am fully prepared to verify my identity and provide all documentation that Megapari deems necessary to prove that I am the legitimate owner of the account and the deposited funds.

I believe Megapari has sufficient information to locate the account associated with my deposits, including:

The hashes of the transactions carried out.

The amounts and dates of the deposits.

The cryptocurrency addresses used.

Account activity logs.

The IP addresses used during registration and the operations performed.

My only request is that Megapari conduct a reasonable investigation using the information available to locate the account associated with my deposits and allow me to regain access after completing any verification procedures that may be necessary.

I am not refusing to undergo any identification process. On the contrary, I am fully prepared to cooperate and comply with all the verification requirements demanded by the operator.

I appreciate your help in resolving this situation in a fair and reasonable manner.

Quisiera presentar una reclamación contra Megapari por un problema relacionado con el acceso a mi cuenta.

Me registré a través del sistema de registro rápido mediante un click que ofrece Megapari. Tras completar el proceso, guardé una captura de pantalla de los datos de la cuenta generados por el sistema. Sin embargo, la contraseña aparecía oculta en dicha captura, lo que posteriormente me impidió volver a acceder a la cuenta.

A pesar de ello, Megapari permitió la creación de la cuenta y aceptó dos depósitos en criptomonedas realizados por mí. Dispongo de los hashes de ambas transacciones y puedo aportarlos como prueba. Estas operaciones pueden verificarse de forma independiente en la blockchain.

Es importante destacar que antes de aceptar mis depósitos no se me solicitó ninguna verificación de identidad (KYC). El operador permitió que la cuenta fuera creada y financiada sin requerir previamente ningún proceso de verificación.

Estoy completamente dispuesto a verificar mi identidad y a aportar toda la documentación que Megapari considere necesaria para demostrar que soy el legítimo titular de la cuenta y de los fondos depositados.

Considero que Megapari dispone de información suficiente para localizar la cuenta asociada a mis depósitos, incluyendo:

Los hashes de las transacciones realizadas.

Los importes y fechas de los depósitos.

Las direcciones de criptomonedas utilizadas.

Los registros de actividad de la cuenta.

Las direcciones IP utilizadas durante el registro y las operaciones realizadas.

Mi única solicitud es que Megapari realice una investigación razonable utilizando la información disponible para localizar la cuenta asociada a mis depósitos y me permita recuperar el acceso tras completar cualquier procedimiento de verificación que resulte necesario.

No me niego a realizar ningún proceso de identificación. Al contrario, estoy plenamente dispuesto a colaborar y a cumplir todos los requisitos de verificación exigidos por el operador.

Agradezco su ayuda para resolver esta situación de manera justa y razonable.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• When exactly did you make the two deposits into your Megapari account?
• Could you please forward me the proofs of deposits that you sent to the casino at veronika.f@casino.guru? Kindly include all the communication between you and the casino customer support regarding your issue with accessing the casino account as well.
• Have you filled out any personal information in your casino profile?
• What types of games did you play?
• What was the real-money balance in your account at the time you last accessed it?

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 Kike1423,

Thank you for providing the details regarding your account.

To help us investigate thoroughly, please provide all possible information related to your account, including:

1. Transaction hashes, amounts, and dates of your deposits
2. Cryptocurrency addresses used
3. IP addresses during registration and activity
4. Any screenshots or saved credentials from the registration
5. Any additional logs or references that may help identify your account

Once we receive this information, our team will be able to review the case in detail and assist you further.

Kind regards,

Megapari Team

Dear Megapari Casino Representative,

Thank you for reaching out and assisting the player with identifying the account.

Dear Kike1423,

Have you been able to log into your casino account? If not, have you contacted customer support through email as suggested by the casino representative? Please let me know so that we can decide on the next steps in our investigation.

Dear representative of Megapari and Veronica

Thank you very much for providing me with my account ID.

Following your instructions, I have already sent an email to security@megapari.com with my documentation to verify that I am the legitimate owner of the account.

I'm waiting for the security department to review my case so I can regain access. I'll keep you updated here.

All the best.

Henry

Estimado representante de Megapari y Verónica

Muchas gracias por facilitarme mi ID de cuenta.

Siguiendo sus instrucciones, ya he enviado un correo electrónico a security@megapari.com con mi documentación para verificar que soy el propietario legitimo de la cuenta.

Quedo a la espera de que el departamento de seguridad revise mi caso para poder recuperar el acceso. Les mantendré informados por aquí.

Un saludo.

Enrique

Dear Kike1423,

In order to proceed with the verification and review of your account, we kindly ask you to provide proof of your deposits made to the company, where the transaction details, amounts, dates, and the account holder’s name are clearly visible.

Once this information is submitted, our Security Department will be able to complete the verification process and assist you in regaining access to your account.

We appreciate your cooperation and understanding.

Kind regards,

Megapari Team

Thank you for the updates. Dear Kike1423,

Please forward me the communication between you and the casino customer support regarding the KYC process at veronika.f@casino.guru. Kindly include the documents that you sent to the casino as well. I appreciate your cooperation.

Dear Kike1423,

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.

Hello, Veronika:

Thank you for your message.

I wanted to inform you that I already sent all the communication between the casino's customer service and me, along with the documents requested for the KYC process, to your personal email on July 7th.

Please confirm if you have received it. If necessary, I can resend it.

Thank you for your help.

Enrique NA

Hola, Veronika:

Gracias por tu mensaje.

Quería informarte de que ya te envié toda la comunicación entre el servicio de atención al cliente del casino y yo, junto con los documentos solicitados para el proceso KYC, a tu correo personal el 7 de julio.

Por favor, confirma si lo has recibido. Si fuera necesario, puedo reenviarlo.

Gracias por tu ayuda.

Enrique N. A.

Dear Kike1423

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, Mirka (miroslava.d@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

Dear Kike1423,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Megapari Casino representative to join this conversation.

Dear Megapari Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

Hello Mirka,

Thank you for joining this case and for your support.

At this moment, we would like to inform that, although the verification process was initiated quite some time ago, the esteemed client has not provided sufficient proof of account ownership since its start.

Currently, the essential documents are still missing, and due to incomplete information, it is not possible to confirm whether the person contacting us is indeed the legitimate owner of the account.

We kindly ask the client to return to the verification process and submit all requested documentation. If the necessary proof of account ownership is not provided, the Security Team will make a decision in accordance with our General Terms and Conditions.

Dear Kike1423,

Would you be able to log in to your crypto wallet(s) you used to deposit into the account, and make screenshots of the wallet interface, where the wallet address(es) would be visible?

If your crypto wallet is not anonymous and contains personal data, please also include them in the screenshots.

Please send me these screenshots along with the photos of ID you sent to the casino to miroslava.d@casino.guru for review.

Thank you.

Good night

Below you will find the requested transactions. I have also attached screenshots of my MetaMask wallet interface showing the address, along with the identification photos I sent to the casino.

My only problem was that when I registered with one click, I saved a screenshot of my credentials, covering the password. I did it this way for a faster and easier registration, even though I know I'm the account holder and that I should verify it with my personal information.

I await your review. If you require any further information, I will be happy to provide it.

All the best.

Buenas noches

A continuación te facilito las transacciones solicitadas. También adjunto las capturas de pantalla de la interfaz de mi billetera MetaMask donde se muestra la dirección de la misma, junto con las fotografías de identificación que envié al casino.

Mi único problema fue que al registrarme mediante un click guarde la captura de mis credenciales tapando la contraseña. Lo hice así por registrarme más rápida y cómodamente aunque soy consciente que soy el titular de la cuenta y que la misma la tendría que verificar con mis datos personales

Quedo a la espera de vuestra revisión. Si necesitáis cualquier información adicional, estaré encantado de proporcionarla.

Un saludo.

Dear Megapari Casino,

The player has now provided an identity-document photograph and a MetaMask screenshot displaying the relevant Ethereum address.

Can you please confirm, if you would be able to accept the screenshot as proof of ownership of the crypto wallet, or would you be able to suggest a different alternative, since crypto wallets are usually anonymous and do not contain personal data.

Please also confirm:

• Whether both submitted transaction hashes were credited to account 162****569.
• Which exact verification requirement remains outstanding.
• Whether account access will be restored once identity and wallet control are successfully confirmed.

If you consider the documents already submitted insufficient, please explain the specific deficiency rather than referring generally to missing evidence.

Thank you.

Dear Mirka,

We have sent you an email to your email address with additional information regarding this case.

Please check it whenever it is convenient for you.

Dear Megapari Casino,

Thank you for the email. However it does not contain answers to the previously asked questions. The player has already provided an identity document, the original registration screenshot, both transaction hashes, and a MetaMask screenshot displaying the claimed sending address.

• Please confirm whether both transaction hashes were credited to account 162****569. This can only be verified through your internal deposit records.
• Please also identify one specific method you will accept to establish control of the wallet
• Please also specify, which exact verification requirement remains outstanding. A general request for "additional evidence" does not give the player a clear way to complete verification.

Thank you.