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I requested self-exclusion by email in December last year, clearly explaining that I was suffering from a gambling problem. My request was completely ignored.

Instead of blocking my account, my VIP manager continued to offer me bonuses and encouraged me to keep playing, telling me that my player profile was very good and that I would have good results in the future — even when I repeatedly asked them to restrict my access and permanently close my account because my losses were getting worse.

After my self-exclusion request, I went on to make hundreds of deposits totaling more than €20,000.

I have written proof of all of this, including the self-exclusion email I sent and messages from the VIP manager encouraging me to continue playing despite my requests to close my account.

Now that I have filed complaints with several authorities and made them aware that they acted against their own regulations — and that they may be liable to refund all deposits made after my self-exclusion request — they have blocked my account and stopped responding to my emails.

They are trying to shift the blame onto me, claiming that I acted of my own free will. However, when a player with a gambling problem requests self-exclusion, it is the operator’s responsibility to protect that player — not to take advantage of their vulnerability.

I strongly advise other players to be cautious and not use this plateforme ever.

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 c.portugalxxx,

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

6.9. Please remember that betting is purely for entertainment and pleasure and you should stop as soon as it stops being fun. Absolutely do not bet anything you can’t afford to lose. If you feel that you may have lost control of your gambling, we offer a self-exclusion option. Just send a message to our Customer Support Department using your Registered Email Address that you wish to SELF-EXCLUDE and this request will take effect within 24 hours from the moment of its receipt. In this case your account will be disabled until your further notice, and you won’t be able to login to it.

We advise all players who are concerned about their gambling behavior to take a break by excluding themselves from their gaming account. Self-exclusion will lock your account for a minimum of 6 months and no promotional material will be sent.

Contact our experienced Customer Support team at any time to request this and they will kindly assist you. A 7 day cooling off period is also available. We recommend that you contact all other gambling sites where you have an account and request self-exclusion there also.

• Can you confirm the exact date when you submitted your self-exclusion request?
• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

I requested my self-exclusion on 09/12/2025.

Yes, I sent the email to technical support yesterday, but they are ignoring the evidence and claiming that I acted of my own free will when making the deposits.

Thank you for your reply and for providing the previous details, c.portugal.

• Can you provide details about the bonuses that were offered to you after your self-exclusion request?
• Can you provide us with the deposit and game history, if possible, please?
• Do you have any other correspondence with the casino regarding your self-exclusion request, besides the initial email? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

After requesting the self-exclusion of my account due to a gambling problem, I continued to receive several bonuses from my VIP manager, including a €300 voucher on February 14 (Valentine’s Day). Despite informing my VIP manager about my gambling problem and repeatedly requesting that my account be blocked, these requests were ignored. On the contrary, I was encouraged to continue playing through the provision of bonuses, which led me to make further deposits and worsened my financial situation by thousands of euros despite having never previously bet such amounts.

I have sent all available screenshots and evidence of my communications with customer support and my VIP manager, as well as records of deposits made after my self-exclusion request, which substantiate everything I am stating. And a screenshots off the total of the deposita after that date of my exclusion that i request from the customer service online.

These documents also include recent emails from the casino where the granted bonuses are mentioned. I hope you can assist me, as Mega.bet shows no interest in resolving this situation, as one would expect.

Thank you in advance for your reply and for your interest in my situation. 

Dear c.portugal

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello c.portugal, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Mega.Bet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear c.portugal,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej

We’ve reopened this complaint at the request of Mega.Bet Casino.

We have been informed by the casino that the player's account has been reopened and the play has been resumed at the player's request. According to our Fair Gambling Codex as well as the player protection rules, this account should has been closed permanently back in December 2025, with no option for reopening. Gambling is not something that can be "cured" within a few months, and we always recommend keeping the self-excluded accounts closed, as it always leads to the same outcome, like this complaint.

Therefore, I would like to once again request permanent account closure with no option for future reopening, marking the player as gambling addict to prevent future re-registering with the same credentials, and to stop all marketing communication via e-mail and phone towards the player.

As a next step, I would like to ask for the complete cashier history showing both deposits and withdrawals made on this account since 12/12/2025 until now, to establish whether the player is eligible for a refund. Thank you.

Hello Casino Guru Team,

We have now completed a full internal review of this case and would like to clarify the timeline regarding the player’s self-exclusion.

In December 2025, the player sent a self-exclusion request to info@mega.bet. This address is not our customer support or responsible gambling contact address. Incoming messages sent to info@mega.bet are not monitored or handled by our support team. The official support email is support@mega.bet, which is also specified in our Terms and Conditions.

As a result, the December message was not received or processed as a self-exclusion request through the appropriate support channel.

The player’s actual self-exclusion was processed in February 2026, once the request reached the correct channel. Following that self-exclusion, the player made no further deposits.

Based on the account and transaction history, there was therefore no gambling activity or deposits after the effective self-exclusion date.

I will also send a screenshot confirming the player’s latest deposits directly to the Casino Guru complaint manager by email for verification.

Best regards,

Mega.Bet Casino Team

Thank you very much for the message and additional details, dear Mega.Bet Casino

Dear c.portugal, it seems like the original self-exclusion request went to the improper e-mail address, that is not monitored and is not stated within the casino's self-exclusion rules. Could you please confirm if you have sent any other self-exclusion messages to the casino between 9th December 2025 and 14th February 2026? Thank you.

Dear c.portugal,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Since the player has not provided any further evidence supporting the original claim of this complaint, neither asked additional questions, I believe there is nothing more that needs to be mediated. With the account being closed due to gambling addiction and no further losses incurred by the player, I will now proceed to reject this complaint. Thank you for your understanding.

Before you go, dear c.portugal, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.