Megapari Casino - KYCの問題により、プレイヤーの引き出しが遅れています。

I recently registered at this casino, but more for the sake of betting.

06/04/2025 made 2 deposits of $500 and $513 via BTC

A little later, when the balance became larger, I requested a partial payment, but an information message appeared stating that KYC must be completed.

In the evening I wrote to a special email (which was provided by the support service) and in response they asked me to "provide a photo in which you are holding your passport in your hands next to your face against the background of correspondence with the Security Service."

I provided the required photo and received a response that my data was being verified and to wait for a response.

At the same time, the support service responded: "We inform you that it may take up to 72 hours to receive a response."

Continued to place bets until 06/06/2025 and increased the balance slightly.

At the moment, there has been no response.

I checked the information in the support chat again about the deadlines and they told me that "Unfortunately, we cannot help you with the security department. Since we cannot directly influence their work."

Considering the experience of passing KYC with other brands and having read other complaints about this one, I would assume that Megapari is deliberately delaying the identification procedure.

Недавно зарегистрировался в данном казино, но скорее ради ставок.

4.06.2025 сделал 2 депозита по 500$ и 513$ через BTC

Чуть позднее, когда баланс стал больше, запросил частичную выплату, но выпало информационное сообщение о том, что необходимо пройти KYC.

Вечером написал на специальную почту (которую предоставила служба поддержки) и в ответ запросили "предоставить фотографию, на которой Вы держите Ваш паспорт в руках рядом с Вашим лицом на фоне переписки со Службой Безопасности".

Предоставил необходимую фотографию и получил ответ, что мои данные находятся на верификации и ожидать ответ.

Параллельно служба поддержки ответила: "Сообщаем вам, что получение ответа может занять до 72 часов."

Продолжил делать ставки вплоть до 06.06.2025 и немного увеличил баланс.

На данный момент ответа так и не поступило.

Уточнил информацию в чате поддержки еще раз по поводу сроков и мне сказали, что "К сожалению, мы не можем помочь вам с отделом безопасности. Так как мы не можем напрямую влиять на их работу."

Учитывая опыт прохождения KYC у других брендов и ознакомившись с другими жалобами по данному, предположу, что Megapari специально затягивает процедуру идентификации.

Dear pyschk1ng,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Natalia, hello!

04.06 sent a selfie with a passport in the background of correspondence with the support service

06/08 support requested photos of paid receipts at my address, I also sent them and have not received a response yet

P.S. I also noticed that the method for withdrawing money via BTC has disappeared from my personal account

I assume that there will also be delays here after verification.

Natalia, здравствуйте!

04.06 отправил селфи с паспортом на фоне переписки с службой поддержки

08.06 поддержка запросила фотографии оплаченных квитанций по моему адресу, тоже отправил их и пока не получил ответа

P.S. также заметил, что в личном кабинете пропал способ вывода денег через BTC

Предположу, что здесь тоже возникнут задержки после прохождения верификации

Natalia, hello! A small update.

Today support asked for photos of my driver's license - I sent them.

It still looks strange, as they request data in pieces and respond almost 72 hours after receiving the documents.

Natalia, здравствуйте! Небольшой апдейт.

Сегодня поддержка запросила фотографии водительского удостоверения - отправил им.

Все еще выглядит странно, так как запрашивают данные по кускам и отвечают почти по истечению 72 часов после получения документов.

Hello, pyschk1ng!

We really sorry to hear about the issue you’ve encountered, and i completely understand how frustrating it can be when the verification process takes longer than expected. While we always strive for a smooth experience for our players, certain processes, like KYC, are necessary to ensure the safety and security of your account, as well as to protect both you and the platform.

I know that this may feel like an inconvenience, but please be assured that it's an important step we take to prevent errors and to provide you with the best possible service in the long term. Our verification team is working diligently to review all the information thoroughly, and while this process can sometimes take longer due to the complexity of verifying various details, no one is intentionally delaying it.

The process may take up some time to proceed, but i assure you that our security team doing everything they can to resolve your case as efficiently as possible. We appreciate your patience and understanding during this time, and we’re committed to providing you with a timely and secure solution.

If you need any further assistance or clarification, please feel free to reach out, and I will be happy to help you in any way I can.

Thank you for your patience and for being part of the Megapari community.

Thank you for joining the discussion of the player's complaint, Megapari Casino.

Thank you very much, pyschk1ng, for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@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.

Dear pyschk1ng,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Megapari Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Jana, hello!

Megapari still requests documents every 72 hours. Withdrawals are delayed due to KYC.

Already sent:

• selfie with passport against the background of correspondence
• paid receipts at the address of residence
• driver license
• tax document (sent an hour ago)

It's been 10 days since I contacted them and went through verification. This is the first time I've encountered such a long procedure. In other brands where I played before, everything was faster and with less paperwork.

Jana, здравствуйте!

Megapari пока продолжает запрашивать документы каждые 72 часа. Вывод задерживается из-за прохождения KYC.

Уже отправил:

• селфи с паспортом на фоне переписки
• оплаченные квитанции по адресу проживания
• водительские права
• налоговый документ (отправил час назад)

Прошло 10 дней с момента моего обращения к ним и прохождению верификации. Это первый раз, когда сталкиваюсь с такой долгой процедурой. В других брендах, где я играл ранее, все было быстрее и с меньшим количеством документов.

Hello Jana,

Thank you very much for joining the discussion on this case — we truly appreciate your involvement and the time you've taken to follow up.

In response to your question — "why the player's withdrawal has not yet been processed?" — as previously mentioned, the player is currently undergoing a verification procedure. The current status of the case is "Documents under review." Our Security Department is handling the matter directly and will contact the player promptly should any additional information be required.

The KYC process was initiated in accordance with our internal policy and general regulatory standards. Specifically:

• The company reserves the right to request any documents of its choosing from the customer suspected of such activity to confirm their identity and any other submitted information (e.g., passport data, proof of address, registration details). It also reserves the right to withhold any payments until all submitted details are fully verified. The company may carry out identity verification via video call and/or request physical copies of documents by mail. The verification process may take up to 72 hours from the moment the documents are received.

We understand that waiting can be frustrating, but we assure you that this process is in place to ensure player protection, compliance, and the integrity of our platform.

Thank you again for your support and understanding.

Please note that I have already submitted more than 3 documents confirming my identity + 2 documents confirming my address. And also a link to the Serbian government website, where my details and address are indicated.

I understand that you are referring to your own rules. But this looks more like abuse. And also in comparison with other brands, where KYC was previously carried out and an ID and a document confirming the address were enough.

Прошу заметить, что я уже представил более 3 документов подтверждающих мою личность + 2 документа подтверждающих адрес. А также ссылку на государственный сербский сайт, где указаны мои данные и адрес.

Понимаю, что вы ссылаетесь собственные на правила. Но это больше похоже на злоупотребление. А также в сравнении с другими брендами, где ранее проходил KYC и было достаточно ID и документа подтверждающего адрес.

Jana, hello!

Megapari keeps asking for one document every 72 hours. I sent photos of my Russian passport with registration. This is already the 4th document with my data and I don’t understand how it can help if I have a residence permit in Serbia and do not live in Russia.

—

"The company may carry out identity verification via video call"

It is not a problem for me to pass video verification, but you are misleading and this information is not in the KYC rules - https://megapari.com/information/rules/kyc_policy/24

"request physical copies of documents by mail."

Also, there is no such information in the rules, only:

"The Company also has the right to request the original documents."

Here it is already said about originals, not copies.

—

Jana, I ask for your help. Since 13 days have passed. I see that some other users lose their balance in similar cases of passing KYC. But since the complaint I have not made bets and am waiting for the Megapari verdict to withdraw the money.

Jana, здравствуйте!

Megapari продолжает запрашивать по одному документу каждые 72 часа. Отправил фотографии российского паспорта с пропиской. Это уже 4 по счету документ с моим данными и не пойму как он может помочь, если у меня ВНЖ в Сербии и не проживаю в России.

—

«The company may carry out identity verification via video call»

Для меня не проблема пройти видеоверификацию, но вы вводите в заблуждение и данной информации нет в правилах KYC - https://megapari.com/information/rules/kyc_policy/24

«request physical copies of documents by mail.»

Также в правилах нет такой информации, только:

"The Company also has the right to request the original documents."

Здесь уже сказано про оригиналы, а не копии.

—

Jana, прошу вашей помощи. Так как уже прошло 13 дней. Я вижу, что некоторые другие пользователи проигрывают свой баланс в аналогичных случаях прохождения KYC. Но с момента жалобы я не делал ставок и ожидаю вердикта Megapari, чтобы вывести деньги.

Jana, hello. Today they asked for "a photo of you holding a piece of paper with the current date and code in your hands", I sent it in a reply letter.

Megapari, please tell me how much longer I have to wait? Considering that more than 2 weeks have passed since the start of verification.

Jana, здравствуйте. Сегодня запросили «фотографию, на которой Вы держите в руках листок бумаги с текущей датой и кодом», отправил ответным письмом.

Megapari, подскажите, пожалуйста, сколько еще необходимо ожидать? С учетом того, что прошло уже более 2 недель с начала прохождения верификации.

Verification is completed. But I haven't withdrawn all the funds yet, only $1,500.

The remaining applications are rejected due to a technical error.

Jana, please do not close the complaint until I have fully withdrawn the funds, thank you.

Верификация пройдена. Но пока не вывел все средства, только 1500$.

По остальным заявкам отклоняют из-за технической ошибки.

Jana, прошу не закрывать жалобу, пока полностью не выведу средства, спасибо.

Dear pyschk1ng,

Thank you for the update, and congratulations on successfully completing the verification process! I understand that this process can sometimes feel lengthy or challenging, so I’m genuinely glad to hear that you’ve made it through.

Regarding your concern about only receiving a partial amount of your withdrawal, please don't worry! We’re already investigating this in detail. Your case is actively being looked into, and we will ensure that everything is resolved as soon as possible.

We sincerely appreciate your patience and understanding. Please rest assured that you’re in good hands, and we’ll provide an update soon.

Warm regards,

Megapari Team

Dear pyschk1ng,

please keep us updated of any new development.

OK, thank you!

Withdrew another $1000

$6218 left

Unfortunately, new applications always result in cancellation and technical error.

When I manage to withdraw more money, I will let you know here.

Хорошо, спасибо!

Вывел еще 1000$

Осталось 6218$

К сожалению, по новым заявкам все время выдает отмену и техническую ошибку.

Как получится вывести еще деньги - сообщу здесь.

Jana, hello. There are still $4718 left to withdraw.

Unfortunately, most withdrawal requests are still rejected with the note "Operator refusal (payment error)". Although I see that there is money in the wallet from which the payment is made.

Jana, здравствуйте. К выводу осталось еще 4718$.

К сожалению, большинство заявок на вывод по-прежнему отклоняются с пометкой «Отказ оператора (ошибка проведения платежа)». Хотя вижу, что на кошельке с которого производится оплата - есть деньги.

Megapari, please tell me.

In the chat they respond that "I see that restrictions have been placed on your account."

And the security services continue to respond to the email with the message "for technical reasons, we ask you to create a request for withdrawal of funds later."

Who should I trust and when can I get the remaining amount?

Megapari, подскажите, пожалуйста.

В чате отвечают, что «Я вижу, что на ваш аккаунт наложены ограничения.»

А на почте службы безопасности продолжают отвечать с сообщением «по техническим причинам просим Вас создать запрос на вывод средств позже.»

Кому верить и когда смогу получить оставшуюся сумму?

Dear Megapari Casino representative,

what causes the delays in player´s withdrawal?

718$ received

$4000 left

Unfortunately, applications for the full amount are rejected.

718$ получил

Осталось 4000$

К сожалению, заявки на всю сумму отклоняются.

Megapari, hello. The email still says "Dear user, due to technical reasons, please create a withdrawal request later."

Can you tell me the exact time frame? So that I can order the entire amount for withdrawal.

Megapari, здравствуйте. На почте по-прежнему отвечают «Уважаемый пользователь, по техническим причинам просим Вас создать запрос на вывод средств позже.»

Вы можете сообщить точные сроки? Чтобы я заказал всю сумму на вывод.

BTC withdrawal method is missing

Megapari, can I use another option? TRX or USDT (BEP20)

Пропал способ вывода BTC

Megapari, могу ли воспользоваться другим вариантом? TRX или USDT (BEP20)

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

Dear pyschk1ng,

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,

Jana