Megapari Casino - 플레이어의 출금이 서류 요청이 반복적으로 이루어져 지연되고 있습니다.

the company asked for ID in order for me to withdrawal. I provided this and they sent me an email saying in writing i could withdrawal.

I could not withdrawal still. They then asked for the same ID again, but this time wanted it as a selfie with my ID next to my face along with my computer screen open showing them my emails. I told them this is not a part of the terms and conditions i agreed to, but they just ignored me and wouldn't help any further so i reluctantly did it. After I did this they added a new stipulation that it had to be an uncompressed file that was also a compressed jpeg file. I told them this was contradictory and didn't make sense. They then sent me an email in russian which i translated and it basically asked for the same again. I sent the same ID pic a variety of different ways until they said that it was being reviewed and would be verified in 72 hours. After 72 hours they refused to verify anything and asked for a proof of address. I provided this and they told me to wait 72 hours again. After another 72 hours they still refused to verify anything and then asked for my passport. I asked them to clarify how many more steps there would be and asked if they could verify my pervious documents like they said and then they just ignored me after that

Your system only allows me to attach 5 documents but i have 13 documents showing the entire thread that supports everything i say

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise when exactly you sent the last document?
• Have you provided all the required documents as soon as possible and in the correct format?

Also, if you wish to provide any additional evidence, you can post it here or forward it to [email protected].

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

Best regards,

Kristina

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Apologies I didn't see this reply option. I have emailed you a zip file, and pointed out some things that weren't mentioned on your side to make sure they get addressed, and to tell other people all of the issues they will encounter dealing with this disgusting company

Dear jamilalki02,

We have carefully reviewed your concerns and would like to clarify the following.

All documents requested from you during the KYC process are strictly regulated by the Terms and Conditions you accepted upon registration. In particular, section 6.1.3 Accounts, Deposits and Withdrawals states: "The company’s management is entitled to request at their discretion any documents from the bettor substantiating their identity or other data they have provided (for example, passport details, residential address), as well as to cancel any payments until all such details have been verified." These rules apply equally to all players without exception.

Regarding the timeframe for verification, the same section 6.1.3 specifies: "Verification may take up to 72 hours from the receipt of the documents." This means the 72-hour period applies to each document once it has been received, not to the entire set of documents collectively.

At this moment, our Security Team is still waiting for the requested document, which has not yet been provided. We kindly ask you to resume the verification process and submit the required document so that this matter can be resolved as quickly as possible. Should you have any further questions or require clarification, you may contact us directly at [email protected]

or continue the communication here.

With great respect,

Megapari

You have had the front and back of my drivers license, a copy of my passport and you have had my proof of address. All of these were provided way longer than 72 hours ago and you have not verified any of them. Even worse is every time I have asked you about it, you just reply saying the secuirty team is waiting, rather than speak to me with any level of respect.

You have also failed to address multiple points:

Firstly you told me in writing that I could withdraw and you simply changed your minds. I feel I made a mistake even using your platform, but I don't get to just change my mind. You put it in writing and you have no right to go back on that.

You have also not given any explanation as to why you have refused to provide or even acknowledge my data subject access request

You have not addressed the fact that you sent me emails in russian, with your chat telling me to translate them.

You have not addressed the fact that you asked for the files to be sent to you in an uncompressed compressed file.

You have not addressed, that no where in your terms does it say you can request for a picture of my computer screen.

You have not addressed, why you have refused to answer a single question of mine.

I even asked you on multiple occasions if you could let me know all of the documents you require, rather than ask for one at a time, make me wait 72 hours and then ask for another, whilst ignoring all of my questions. But again you rudely reply either telling me to pay attention without providing any further detail, or you rudely reply saying security is waiting.

I have not given you permission to borrow my money and yet you ignore all of my questions and continue to waste time refusing to verify any of my documents that have been provided.

We fully understand your concerns and would like to address them carefully and respectfully.

Regarding the verification process, please note that all documents requested are fully regulated by our Terms and Conditions, which you accepted when registering your account. In particular, section 6.1.3 Accounts, Deposits and Withdrawals clearly states that the company’s management is entitled, at its discretion, to request documents substantiating identity or other data provided by the bettor, and to suspend payments until such verification is complete. These requirements apply to all users without exception.

The same section also specifies: "Verification may take up to 72 hours from the receipt of the documents." This means each document may require up to 72 hours for review after being received. It does not refer to all documents collectively. If further documentation is necessary, the timeframe starts again once the additional file has been submitted.

Concerning your remark about being told in writing that you could withdraw: we must clarify that until the full verification process is successfully completed, no withdrawals can be processed. This is an industry-standard requirement designed to protect both players and the platform.

With respect to your comment about receiving communication in Russian, we sincerely regret the inconvenience. This was a mistake, and our Security Department has already clarified to you: "Dear customer, the previous message has been sent by mistake. We apologize for the inconvenience." We are taking measures to ensure that all communication is provided consistently in English, although on rare occasions such technical or human errors may occur.

As for the technical details of how files are submitted, the request for specific formats (such as uncompressed files or a photo with your ID next to your screen) is part of our security procedures. These measures, even if not explicitly listed one by one in the Terms, fall under the discretionary authority granted to our Security Team by section 6.1.3 to verify authenticity and prevent fraud.

We also want to emphasize that we reviewed the correspondence from our Security Department. The tone of communication was professional and business-like. Responses may sometimes appear brief, as the Security Team prioritizes verifying the documents over answering repeated inquiries in detail. Their replies such as "please wait" or "security is checking" are not intended as disrespect, but as an effort to keep the process efficient and secure.

At this stage, the Security Team is still waiting for the outstanding document that was requested. Without it, verification cannot be completed. Once you provide it, the process will resume immediately.

We kindly ask you to continue with the verification procedure so that your case can be finalized as quickly as possible.

I have not questioned your casinos need to verify my documents. But I have provided you with my ID my passport, my pc sceen, a self with all of them included in the photo and my recent bank statements and you have refused to verify or acknowledge any of them.

You continue to say that you verify each document within 72 hours, but my evidence proves that you do not and this is a lie.

You told me in writing I could withdraw after I first provided you with my ID. You have no right to go back on that.

Thank you for providing clarity over your mistake in emailing me in russian, although that is another sign of your company not showing care towards my case, especially as your chats response was to tell me to google translate it.

When i sent you the following email:Is it possible for you to ask for everything you need at once.

 You are holding onto a lot of my money and you are wasting a lot of time by asking for a document and then waiting 72 hours to ask for another. 

Please confirm if there are any other documents that will need to be provided for you to finally release my withdrawal 

Your reply was: The Security Department is waiting for requested files.

I have replied to all of your emails that say your security team is reviewing the documents please wait, asking after 72 hours for the answer on verifciation and your response is

System notification. Suspicion of spam! If we keep receiving multiple messages from this address, the e-mail address will be blocked automatically by system.

Dear user, all consulting on the matter of your request was provided earlier in this mail thread.

The Security Department is waiting for requested files.

This is unarguably rude and disrespectful

You still have not addressed your refusal to provide me with a data subject access request or the fact that you have no right to tell me in writing after i provided my ID that i could withdraw to just change your mind.

Worse of all is that I have done my best to provide you everything and you refuse to tell me how much longer the process will take or what other stuff you might ask for leaving me having no clue when i will get my money back.

When I asked you in an email why did you let me deposit without verification but then did when i withdrew you replied:

Please pay attention to the requirements of the Security Department.

That was rude!

When I replied saying: Hello, please show in your terms and conditions where it says you may ask for this?

It is not possible to take a clear picture that includes my face, a clear picture of my ID and a clear picture of this thread. Regardless of that your request goes beyond your terms and conditions 

You replied: Please pay attention to the requirements of the Security Department, otherwise further actions are impossible.

That was rude!

When I replied sending you yet another document you replied saying: Dear user, all consulting on the matter of your request was provided earlier in this mail thread.

That was rude!

when you told me I had to send the file as an uncompressed compressed file (literally two opposites so the task was impossible) That was rude!

When you broke your terms and conditions and demanded to see my information on my computer screen - That was rude!

When I replied saying: Im sorry, can you not provide a bit more information? Does the latest picture I sent you meet your new requirements you have just introduced? How long will I need to wait? And what am I waiting for?

you replied: Dear user, all consulting on the matter of your request was provided earlier in this mail thread.

That was rude!

When I replied: The information is contradictory, you have said a team is reviewing it and to wait, and then you sent me another email afterwards telling me " Photos must be in JPG format.

Scanned copies and screenshots are not accepted for verification."

If I am waiting for the specialist team to review this, why have you also sent me an email asking me to send the photo in JPG format when I have already done that?

You replied saying: Please pay attention to the requirements of the Security Department, otherwise further actions are impossible.

That was rude!

This is not even all of the rude replies you have done but you are acting disgustingly, and when you say that you have carefully read through the responses and believe these replies are professional and business like you are lying and being rude

I am a bit confused what happens next? I have provided lots of evidence and you can see megaparis reply is just a straight up lie.

I am also quite concerned that casinoguru have this company rated highly despite a lot of similar complaints from other users. I actually signed up to megapari originally because i trusted the casinoguru score, so im hoping to see a bit more from casinoguru in dealing with this.

What is the next step?

I am also making it clear that as of today I am charging interest of 50% per annum to megapari to be charged per week until they give me my money back. This comes to 53.85euro a week

Megapari have recently sent me the following email:

"Provide us with the screenshots from the site or app where Crypto currency deposits were bought.

Also please provide us with the screenshot of the Personal Profile. Screenshots should not be cropped, your personal data, if available, and transaction data should be clearly and fully visible."

This is not in their terms nor am I going to give them any of my crypto wallet data after I have given them my Drivers licence, my passport, my ID card, my bank statement, a selfie of me with my drivers licences and laptop screen open showing my email thread with them. Providing this data would leave my entire crypto wallet at risk of them trying to hack into it. Not only this, but it has nothing to do with verifying my identity, and this is not even a document they are asking for, this just them trying to get details of my crypto wallet.

This is disgusting and casino gurus should be changing their rating of megapari straight away, especially when I joined this website because of your nonsensical 8.2 rating.

I will be refusing to provide this company anymore documents, I have informed them that I am now charging interest of just over 50 euro a week, and if these companies like casionguru and askgamblers do nothing about it, I will take them to court and make sure some news companies hear about this aswell

For some reason the attach a pdf button is not doing anything so I have attached a jpeg of the email to add to the evidence

Hello everyone,

Thank you both for your replies.

jamilalki02, could you please clarify whether the crypto wallet the casino requested you to verify is the same one you used for your deposit method?

Why am I being asked this question?

More importantly why is no one addressing that the casino told me in writing on the 16th of August I could withdraw after I provided them my ID and they verified it.

Why is it ok for Megapari not to follow what was agreed in writing?

I am making it clear that I will provide the next KYC request once the following two points have been addressed

Firstly: why is no one enforcing the fact that megapari verified my ID and told me in writing that I could withdraw?

Secondly: to send a screenshot showing the money came out of my crypto wallet I need to know what address megapari use to receive the funds so I can send the correct information.

There is no excuse for providing an answer for only one of these, and if casino guru are too corrupt and bias to get involved properly please let me know so I can take the next relevant steps

Good day, esteemed Kristina and jamilalki02

First of all, we would like to sincerely thank both parties for their active cooperation in resolving this matter. We especially appreciate the player jamilalki02 for providing all the necessary documents promptly, which allowed us to complete the verification process efficiently.

We are pleased to confirm that the player was successfully verified on 04.09.2025 at 16:44 GMT. Following the successful verification, the player’s full balance was withdrawn, with transactions completed on 05.09.2025 at 12:48:44 GMT and 05.09.2025 at 13:07:02 GMT.

Given that all necessary steps have now been completed, we kindly request Kristina to mark this case as resolved. This will allow both sides to close the matter formally and focus on continuing our work with a positive player experience in mind.

We value the cooperation of all parties involved and look forward to maintaining clear and transparent communication in the future.

Sincerely,

Megapari

The entire experience was awful.

They had no interest in communicating with me respectfully or helpfully, they threatened to ask for documents for 180 days because they could.

They demanded documents that I didn't give, yet verified me because I have complained for long enough.

How many people have they done this to and wasted their time or kept their money?

Hello everyone,

jamilalki02, I understand your frustration, but sometimes casinos must ask for more documents and details, and their requests weren't unreasonable. Could you please clarify if there is anything else we can assist you with?

I guess this is why you are not a gambling commission, as you are clueless about what is and isn't reasonable, along with showing a horrendous bias towards the casinos. To be fair though, I can see throughout this thread you actually didn't answer a single one of my questions.

The fact is that mega pari knew they were in the wrong. It ended with them asking for screenshots of my crypto wallet, which I refused. They said it would not be possible to proceed without these documents, and yet without the documents they gave me my money back. So you must think that lying is reasonable. Shame on you.

You also never answered the same question I asked over and over and over again, which is why was it allowed for them to verify my ID tell me I could withdraw and then refuse and start the process all over again? That was also unreasonable and it was even more unreasonable that you refused to answer my question. Shame on you again

jamilalki02, I completely understand that this situation has been frustrating for you, and I’d like to clarify a few things. This space is a formal complaint thread rather than a chat forum, and while we do our best to support every player, we unfortunately can’t respond to every individual message or question. Our goal is always to focus on resolving the issue as quickly and effectively as possible.

As I mentioned earlier, the casino requested only basic documents — a very standard part of the verification process. It is also quite normal for casinos to request these documents again, even if your account has been verified and approved for withdrawals in the past. From our review, we haven’t seen anything unusual or unfair about the way this was handled.

Since your issue appears to be resolved now, I’ll go ahead and close this complaint. I’m sorry to hear that you’re still feeling dissatisfied with our platform — we genuinely aim to provide helpful and fair assistance to every player. Please also keep in mind that your case might not have been resolved as quickly without our involvement. Of course, if you feel our service doesn’t meet your expectations, you are welcome to explore other platforms that might suit your preferences better.

Wish you all the best,

Kristina

Casino.Guru