Megapari Casino - Заявката за закриване на акаунт на играч се игнорира.

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

7.For customers who want to set limits on their gambling, we offer a voluntary self-exclusion service, which allows you to close your account or restrict your gambling activities for one of the following periods: 1 month, 6 months or 1 year. Once your account has been self-excluded, it will be closed until the selected time period has elapsed. Once the self-exclusion period has ended, you will be able to recommence your use of any Services on the website.

You can request that the restrictions are removed from your account before the self-exclusion period has ended; however, the final decision rests with the Company.

If you want to set limits on your online activity then contact us at [email protected]. We may limit the maximum amount of your stake. You can amend these amounts in any time but any change will be realized only in 24 hours after the last update.

8.During the self-exclusion period you must not attempt to open a new Account and you must accept that the Company shall have no financial liability and shall not be held otherwise accountable if you continue gambling or using a new Account with the Service under a different name or address. In exceptional cases, a customer's account may be unblocked before the self-exclusion period expires.

Could you please forward me the account closure requests that you sent to the casino? My email address is [email protected]. Do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

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Stay safe.

I forwarded the last emails.

Ich habe die letzten Emails weitergeleitet.

Dear Misterx113,

Thank you for bringing this matter to our attention. We sincerely appreciate your patience in explaining the issue.

Regarding your account closure requests, we would like to clarify the following: On March 6, 2025, at 18:21:28, we processed your request for account closure for six months, as per your instructions. However, on March 8, 2025, at 17:09:30, you requested to have your account unlocked at your own responsibility. After two days of account closure, you changed your mind again, and we honored your request to unblock the account.

Subsequent to this, our VIP Manager had regular communication with you, and you actively requested bonuses to facilitate your gaming experience. Throughout your gaming history and communication with your personal manager, we have not received any further requests from you for account closure due to concerns regarding gambling addiction.

We want to do what is right and honor your final request for account closure. Could you kindly resend your account closure request to [email protected] so we can proceed with your request to permanently close the account?

Thank you for your understanding, and we look forward to resolving this matter for you.

Best regards,

Megapari

Dear Misterx113,

Thank you for your message, and we sincerely apologize for the frustration and distress you’ve been experiencing.

We are working with the requests we receive via email, and upon reviewing our records, we can confirm that we did not receive any information from you regarding potential gambling addiction or a request for account closure linked to this matter.

To proceed, we kindly ask that you send your account closure request directly to [email protected]. This is the correct channel through which we can process such requests.

We truly understand that you’re going through a difficult time, and we want to ensure that everything is handled in a fair and responsible manner. Once we receive your closure request, we will proceed accordingly.

Your well-being is important to us, and we are here to help in any way we can.

We look forward to your email and will ensure the situation is addressed with care.

Best regards,

Megapari

Why should I send another email to close my account when I've already sent six emails in the last eight weeks, none of which have been processed?

Warum sollte ich nochmal eine Email zur Kontoschließung schicken wenn ich die letzten 8 Wochen bereits 6 Mails geschickt habe die allesamt nicht bearbeitet wurden?

@Casinoguru: Can you please inform the casino that it is violating their player protection policies?

@Casinoguru: Können Sie dem Casino bitte mitteilen, dass es gegen die Richtlinien des Spielerschutzes verstößt?

I found the chat from July 25. In this chat, I clearly stated that I am addicted to gambling.

Ich habe den Chat vom 25. Juli gefunden. In diesem Chat habe ich deutlich mitgeteilt, dass ich Spielsüchtig bin.

Hello everyone,

Thank you both for your replies.

Misterx113, please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

• Send your request to the correct email address provided in the general terms and conditions of the casino.
• If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
• Clearly state the reasons why you wish to have your account self-excluded (gambling problem).

I reviewed your emails, and while you requested account closure, it appears you did not mention a gambling problem as the primary reason, nor did you contact the correct email address ([email protected]), even though you were instructed to do so. Additionally, we cannot consider your request via live chat as valid. It was not sent to a specific email address as indicated in the Responsible Gambling section. Another concern is that we cannot verify that this message was written by you, nor can we determine when it was written.

Please understand that without proper supporting evidence, a self-exclusion request informing the casino of your gambling addiction, sent to the correct email address, would make it very challenging to confront the casino.

If you still have access to your casino account, I can only recommend that you send another self-exclusion request. When applying for self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Megapari Casino and keep me informed about any further developments. Thank you in advance.

Please get back to my last message and reread it thoroughly. I have already explained that we cannot assist you with the refund and the reasons for this. You also received instructions on how to proceed if you wish to close your account. If you choose not to cooperate, I regret to inform you that I will have to close this complaint. Thank you for your understanding.

You say you can't help me with the refund because there's no evidence that I sent emails to the correct address or that I allegedly didn't mention the issue of gambling addiction?

I have countless emails that prove that I am always [email protected] and asked for my account to be closed. [email protected] I never received a reply, but only offers from the VIP Manager for free bets if I don't close my account. Therefore, it is clear that [email protected] received my emails and forwarded them to the VIP Manager!

On 11.04.25 even the legal department ( [email protected] ) about my gambling addiction. There was no response at all.

CASINOGURO ARE EVEN BIGGER CRIMINALS THAN THE ILLEGAL ONLINE CASINOS.

CASINOGURO EMPLOYEES ARE PAID BY THESE CASINOS!!!

Sie sagen Sie können mir nicht bei der Erstattung helfen, weil keine Beweise vorliegen, dass ich an die richtige Adresse Emails gesendet habe bzw. das Thema Spielsucht angeblich nicht erwähnt habe?

Ich habe unzählige Emails, die beweisen, dass ich immer wieder [email protected] kontaktiert habe und um die Schließung meines Kontos gebeten habe. Von [email protected] habe ich nie eine Antwort erhalten, sondern immer nur vom VIP Manager angebote für Freiwetten, wenn ich mein Konto nicht schließe. Von daher ist klar ersichtlich, dass [email protected] meine Emails erhalten hat und diese an den VIP Manager weitergeleitet hat!

Am 11.04.25 wurde sogar die Rechtsabteilung ([email protected]) über meine Spielsucht informiert. Darauf erfolgte überhaupt keine Reaktion.

CASINOGURO SIND NOCH GRÖßERE VERBRECHER ALS DIE ILLEGALEN ONLINE CASINOS.

DIE MITARBEITER VON CASINOGURO WERDEN VON GENAU DIESEN CASINOS BEZAHLT!!!

Misterx113, I understand that this situation is incredibly frustrating, and I want you to know that we take every complaint seriously, doing our best to assist with each case as fairly and transparently as possible.

However, I must emphasize that we do not accept threats or aggressive language. We are here to help facilitate a constructive resolution, but we ask that you communicate respectfully. If this approach does not align with what you’re looking for, we strongly recommend seeking a different platform that might better suit your needs. And since this is not your first time being rude to involved parties, I must warn you that any further disrespectful communication will result in account closure on our platform.

Now to your claim. You haven't sent me a single email that would include a proper self-exclusion request. Yes, you sent a few emails asking for account closure, but none of them were sent to the correct email address or informed the casino about your gambling problem. Since you clearly refuse to cooperate by either providing a proper self-exclusion request from the past or submitting a new one according to my instructions, I regret to inform you that our ability to assist has become limited, and I must close this case without further intervention.

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding.