Megapari Casino - O jogador ainda não recebeu os seus prémios.

unable to withdraw winnings because megapari is asking for documentation I simply procure anymore. Supplied copy of card , bank statement and govt issued id

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Dominika,

I hope you are doing well.

Since we have not received any further communication from the player after their last message on July 24th, could you please clarify what the next steps should be? Should we consider this as the player’s refusal to complete the verification process, or are there alternative options we can pursue?

Looking forward to your guidance on how to proceed.

Hi security team at the casino on the 27th July

I wrote an email asking you to provide a list of all documents that you need to verify my account on top of the account closure confirmation . You have failed to respond with a list of all documents you might need to verify. Also you willingly accepted deposits of over 3000$ but only asked for documents when I tried to withdraw. It was not my first time to deposit or withdraw so I questioned your motives about the need for all this for which you are simply referring to your terms and conditions and hiding behind it and not responding to my email asking for a ful list . Supply a list and I will make it happen and once I do that I expect my withdrawal to go though and my reviews taken down. Ball is at your court

Dear Dominika,

We kindly ask for your assistance in the current situation and request that you ask the player to provide the proper documents on behalf of Casino Guru. We do not wish to delay the resolution of this case, but we also want to ensure that this issue does not remain unresolved.

If the player requires your request in order to send the necessary document, we would appreciate your help with this. Otherwise, if the player does not provide the required document, the verification process will not be possible.

We look forward to your response.

Best regards,

Megapari

Dear Megapari Casino, thank you for your detailed responses and clarification regarding the player’s verification process.

Dear player, the casino has clearly outlined the document required to complete your verification: a confirmation from your bank regarding the closure of your card. This is a reasonable request, and it's typically possible to obtain such confirmation by simply contacting your bank.

We strongly encourage you to contact your bank directly and request this document. Once you obtain it, please send it to the casino’s security department so the verification can proceed and your withdrawal can be finalized. This is the only way to continue with the verification process and resolve the issue regarding your withdrawal.

I have emailed their ViP account manager and their security team in the last two weeks asking for a final list of documents they need to verify and I will provision it. Once provided they can verify and let me withdraw

Dear player, have you been provided with a complete list of documents that you are required to submit for the verification process?

No they have not been provided as of yet

Dear Megapari Casino, to help move the case forward, could you kindly provide the player with a clear and complete list of all documents currently required for verification? The player has stated they are willing to provide everything needed but would like to ensure that all requests are addressed at once, so the process is not prolonged by additional steps later on.

Dear Dominika,

We have sent you an email with the details regarding this situation. Please review it at your earliest convenience.

Thanks in advance

Dear Megapari Casino, thank you for the clarification.

Dear player, so far, the casino has requested only one specific document from you, and they are still waiting for it since July 17.

It is unclear why you are referring to a "list of documents," as no additional items have been requested up to this point. Please understand that you cannot set your own rules for the verification process — the casino follows its own security policies and procedures.

Therefore, we ask you once again to kindly provide the requested document without further delay, as the entire process is now waiting solely on you.

Hi Dominica

thank you for your response. Before escalating the issue here I gave over 5 diff documents that was not together but asked one after another and doesn’t seem to be ending. I will get this document from the bank but I am certain they will ask for something else after this is supplied.

Dear player, have you already provided the requested document to the casino?

Do you have any updates? Has there been any progress since your last message?

I have sent the document to megapari just a few mins back. I hope they release my winnings and let me withdraw my funds

Dear player, thank you for the update. Please keep us informed about any further developments regarding your verification.

I have replied back the Megaparis email. I have provided the document they requested but they are claiming it to be tampered with here but in their response to my email they said the picture is not of good quality when it’s a pdf

I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Aussiepunter for providing us with all the information. I hope we'll be able to resolve this issue together.

Dear Megapari Casino representative. Would it be possible to provide me with evidence of edited images? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

I can email what I sent to them Peter, if you would like

You can forward any relevant information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Emailed you the email trial in full mate

Dear Peter

We have sent you an email to the address you provided, as requested. Please check your inbox when you'll have time.

Thanks in advance

Megapari

Thank you for providing me with the information Megapari Casino representative.

Dear Aussiepunter, I have discussed your case with the casino representative via email. However, to continue with the resolution, I will require that you provide me with the documents you used to verify at the casino for review. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Replied to your email with everything I sent MP

Dear Peter,

We hope you are doing well. We just wanted to kindly follow up regarding this case. It has been a couple of weeks since the last update, and we wanted to check if there are any new developments on your side.

We understand that these investigations can take time, but we would greatly appreciate any update you might be able to provide at this stage.

Thank you very much for your time and cooperation.

Thank you both for the update, and I apologize for the delay in responding. I was out of the office on vacation, and although an automatic reply should have been sent, it appears it did not go through as intended.

Dear Aussiepunter, The casino has raised concerns regarding the account closure letter you submitted. To move forward with the complaint, the document will need to be formally officiated by the bank. We kindly ask for your cooperation in obtaining the verified version so the process can continue without delay. Thank you in advance for your cooperation!

What is a verified version means ? I am happy for the casino to make inquiries with the bank if they want to. How do I get a verified version as I don’t know what that is

Please visit your bank and request an official document confirming that your account has been closed. The document should be stamped and signed by a teller or authorized bank employee. Once obtained, kindly scan the document as a PDF and provide it to the casino.

Dear Peter,

Thank you for coordinating this case.

We appreciate the player’s input. However, in line with our Terms and our KYC/AML obligations, verification documents must be provided by the account holder upon request. (Megapari T&C 6.1.3) For privacy and data-protection reasons, banks generally will not disclose customer account information to third parties, therefore we cannot obtain such confirmation on the player’s behalf. Industry-standard KYC practice is that the customer uploads the requested documents directly to the operator for verification, after which payouts can proceed.

To move forward, we kindly ask the player to submit one of the following for the NAB account linked to the card ending 6562:

• An official confirmation from NAB on bank letterhead or as a digitally signed PDF/email from an official NAB domain, stating that the account/card has been closed. The document typically should include the player’s full name, the last four digits of the card, and the date of closure, and be signed/stamped by an authorized employee.

or

• The player has mentioned the option of having a Justice of the Peace certify the bank-related documents. This is something that can only be considered by our independent Security Department. If the player wishes, they may formally present this option directly to Security for review. Should the Security Department accept this form of verification, the player will be free to proceed in that manner. If not, the responsibility remains with the player to obtain an official confirmation from NAB that meets the required standards.

Once we receive one of the above, we will review it promptly and, if everything is in order, proceed with the resolution and any eligible withdrawal without delay.

As suggested by the casino I emailed them on 29th September. They haven’t refused the document but said it’s under verification and to wait for an answer. Still waiting for that answer

Dear Peter,

We are pleased to inform you that the player has successfully completed the verification process, and their initial withdrawal request from 2025-10-06 13:03:44 has been approved and processed, with the status Approved\Sent.

We would like to sincerely thank both parties for their cooperation and support in resolving this matter.

In light of this, may we proceed to close the case and mark it as resolved?

Thank you very much for the update. We will keep this complaint open until Aussiepunter confirms their withdrawal has been successful. Please keep me informed about any further developments.

Dear Peter!

We have sent you an email on your address. Please check your inbox when you'll have time.

Thanks in advance

Megapari

Dear Aussiepunter,

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.

I would like to appreciate Casino Guru Team and Megapari casino team for the support and patience in dealing with this issue and resolving it. As a gesture of good will. I will delete my negative reviews now after this .

Thank you for the update Aussiepunter. Can you confirm your issue has been resolved and you received the funds?

Dear Aussiepunter,

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.

Dear Aussiepunter,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter