Megapari Casino - Das Spielerkonto ist gesperrt und die Gelder sind eingefroren.

I recently encountered a "Request for Documents" restriction on my Megapari account. Following their instructions, I compiled all the required identity proofs and official documents to verify my account and sent them directly to the Megapari Security Department via email.

However, since I submitted my documents, the security team has completely ignored my emails. It has been several days, and I have not received a single reply, update, or confirmation from them. My account remains restricted, and my funds are completely trapped.

When I contact their live chat support, the agents refuse to provide any helpful information and simply tell me to wait for an email that never comes. I feel that the casino is using intentional delaying tactics to hold my money.

I have attached all the necessary evidence to this complaint, including the original email where they requested documents, my sent emails with the attached documents, and my official deposit/withdrawal transaction proofs.

I kindly request the Casino Guru team to intervene, contact Megapari management on my behalf, and help me get my account verified so I can withdraw my funds.

Thank you for your assistance

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 your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear anik143,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika