Mega Riches Casino - Player’s account remains open despite closure request.

I signed up to this casino and have deposited a bit, I did not know it was linked to another casino video slots that I had previously self excluded from using another email address that I have, I emailed mega riches and told them this and asked for my account to be closed and my deposit’s returned, they said my complaint had been logged but my account is still open and I am still able to deposit and spend

Dear sagan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please specify the reason for your self-exclusion? Please forward me the self-exclusion request to [email protected]. Alternatively, you can post it here.
• Were all the other personal details you provided during registration the same as those you submitted when signing up for Videoslots Casino?
• When did you contact the Mega Riches Casino regarding this issue for the first time?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello kristina

thank you for looking in to my complaint, yes all my personal details are the same that I used to sign up to both casinos, I excluded due to spending to much. I have sent all the emails I sent to mega riches to you in an email.

They have now closed my account after the last email I sent to them last night, upon checking the history it was actually £884 that I made in deposits minus £150 withdrawal so my dispute amount should be £734.

Thank you very much for your reply, sagan. Could you please forward the self-exclusion request you sent to Video Slots Casino to [email protected]? Thank you in advance.

I have replied to you in an email.

Hello, have you had a reply from mega riches casino.

Could you please advise if you've ever informed any of these casinos that you suffer from gambling addiction? Did Video Slots Casino inform you that the self-exclusion was valid in all associated casinos?

Hi kristina

yes I did advise them, they did say I would be excluded from all video slots associated casinos but it was a few years ago and don’t have the chat/ emails anymore

I am really sorry, but without strong supporting evidence confirming both my previous questions we are unable to provide further assistance. Unfortunately, without this proof, we cannot proceed with further investigation and confront the casino. Since you didn't provide the request and your account has been closed, we cannot handle this case as failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, 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 to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a 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."

I would also recommend that you get in touch with IBAS (ADR) or the licensing authority, as they have more options and tools to investigate complaints like this and offer further advice or assistance.

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, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.