Megapari Casino CA - A conta do jogador foi encerrada e os fundos bloqueados.

I am a registered user of Megapari (User ID: [1499154945]). My account has been blocked and withdrawals refused due to a request for a medical certificate confirming the absence of gambling addiction.

I have provided all standard verification documents (ID, proof of address, live video verification), but Megapari insists on a medical certificate, which is impossible to obtain in my jurisdiction. They have refused all alternative verification methods.

This request is not justified under their own Terms and Conditions and is not a standard KYC or responsible gambling requirement. My funds have been effectively blocked indefinitely.

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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 mentioned gambling-related issues to the customer support of this casino?
• Have you ever been self-excluded due to gambling addiction at this casino?
• Which documents have you provided so far to the casino for the verification of your account? Have all of these documents been approved, or are any of them still pending verification?
• Have you made any successful withdrawals from this casino before?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

Thank you for your reply and for reviewing my complaint. I am happy to clarify my situation below.

1) I have never mentioned any gambling-related issues or addiction concerns to the casino’s customer support. At no point did I indicate having any gambling problem.

2) I have never self-excluded from this casino, nor have I requested any limitation or exclusion due to gambling addiction.

3) For account verification, I have provided:

- my identity documents,

- proof of identity as requested,

- medical documents confirming my current medical condition, including hospitalization and incapacity to move following surgery.

The casino is requesting a very specific medical certificate stating that I do not have gambling addiction. This document has not been provided because it is not a standard or obtainable medical certificate in Canada, especially outside a formal addiction treatment program. As a result, this requirement remains pending, not due to refusal on my part, but due to objective impossibility.

4) Yes, I have made successful withdrawals from this casino in the past without any issues. This is the first time my withdrawal has been blocked, and the reason given is the request for this unusual medical certificate.

I remain fully willing to cooperate and provide any reasonable and attainable verification, such as a video call or written declaration. However, I cannot provide a document that does not exist or cannot be issued in my country.

Thank you for your assistance.

Thank you for the clarification. Please forward me all the communication between you and the casino customer support regarding their request at veronika.f@casino.guru. I appreciate your patience and cooperation.

Dear Youssefbenk,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru