Megapari Casino - Заявката за самоизключване на играча е забавена.

I am registered with the DGOJ (Spanish Directorate General for Gambling Regulation), meaning I am voluntarily self-excluded. I have sent emails to all Megapari email addresses from my registered Megapari email address, including photos of my ID, requesting that they block my account. They don't block it; when I send the request to one email address, they tell me to forward it to another, and so on. They either tell me to fill in my information, even though it's already complete, or they ask me to send photos of my ID, which I am sending them.

Estoy inscrito en la DGOJ es decir estoy autoprohibido voluntariamente. He enviado emails a todos los correos de megapari desde mi correo registrado en megapari con fotos de mi dni solicitando que bloqueen mi cuenta. No la bloquean cuando la mando a un email me dicen lo envié a otro y así con todos o me dicen que complete los datos estando todos los datos completos o me dicen que envíen fotos de mi dni y se las estoy enviando.

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.

Dear Jooonnye,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Please also note that Megapari operates under a different licence and is not regulated by the Spanish gambling authority. Therefore, registration in the Spanish national self-exclusion system does not automatically mean that the casino is aware of or bound by your registration there.

Could you please clarify whether, in any of your communications with Megapari, you explicitly informed the casino that you were experiencing a gambling problem or addiction and requested self-exclusion for this reason?

Additionally, please forward all relevant self-exclusion or account-blocking requests you sent to the casino, particularly any communication where you mentioned gambling-related problems, to my email at [email protected].

Thank you very much for your cooperation.

Karla M.