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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.

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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 karla.m@casino.guru.

Thank you very much for your cooperation.

Karla M.

I've sent it to you

Te lo he enviado

Hello Jooonnye,

We would like to clarify that our general Support Team is not authorized to process self-exclusion or permanent account-blocking requests. This is why you were redirected to the dedicated department responsible for such cases.

Once the required identity checks were completed and your ownership of the account was confirmed, your account was blocked in accordance with our internal procedure.

We would also like to clarify the point regarding your registration with the Spanish DGOJ self-exclusion system. As Casino Guru correctly noted, Megapari operates under a different licence and is not regulated by the Spanish gambling authority. Therefore, registration in the Spanish national self-exclusion system is not automatically transferred to Megapari and does not automatically trigger a restriction on an account registered on our platform.

For Megapari accounts, self-exclusion is handled through our own Responsible Gaming procedure and the dedicated blocking department.

In your case, after the necessary verification was completed, the account was successfully blocked.

Kind regards,

Megapari Team

Now you've finally blocked me after months of asking and more than a dozen emails. All thanks to CasinoGuru. Thank you so much to CasinoGuru, Carla, without your help I never would have done it.

Ahora sí me habéis bloqueado después de meses pidiendolo y de más de una decena de emails. Todo gracias a casinoguru. Muchas gracias a casino gurú y a carla sin vuestra ayuda nunca lo hubieran hecho

Leaving aside the issue of self-exclusion, which is irrelevant here as it is not regulated by the DGOj.

I want to clarify that my requests have been sent not only to the support team multiple times and months ago, but also to all your contact emails, including the one specifically for blocking or closing the account, along with photos of my ID. My account has been verified for months. I have proof of everything, and I sent Casino Guru the evidence they requested. Don't deny what is obvious and demonstrable. You haven't blocked it before because you didn't want to.

I can also confirm that today I have finally been unable to access it

Dejando aparte el tema de la autoexclusión que no importa aquí para nada al no estar regulado por la DGOj.

Quiero aclarar que mis solicitudes se han enviado no solo al equipo de soporte varias veces y hace meses.Se han enviado a todos vuestros email de contacto incluido el específico para bloquear o cerrar la cuenta junto con mis fotografías de DNI. Mi cuenta lleva verificada meses. Tengo pruebas de todo y envié a casino gurú las que me pidieron. No negueis lo que es evidente y demostrable .No lo habéis bloqueado antes porque no habéis querido.

Igualmente ahora confirmo que hoy por fin ya no he podido acceder

Dear Jooonnye,

Thank you very much for your clarification.

You mentioned that you had contacted the casino more than a dozen times over the course of several months regarding the closure or blocking of your account.

Could you please send me all of these requests, including the earliest ones, together with any responses you received from the casino?

I would particularly appreciate the requests sent to the casino's dedicated account-blocking department, as well as any communication showing that you had already completed the requested identity verification.

You can forward all the communication to me at karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello Jooonnye,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru