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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Megapari Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Did the casino self-exclude your original account before you proceeded to open new ones?
• Have you registered with the same personal information as on your previous account?
• Could you please confirm whether you have passed the KYC verification on either of your accounts?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila

Hello Attila,Thank you for your response. To answer your questions and provide the necessary context regarding my situation:Account Access: I currently do not have access to my accounts. After I contacted them to demand a settlement, they informed me that all my accounts have been deleted (two days ago). Self-Exclusion: I have been trying to close my accounts due to gambling problems for over two years without success. Despite my persistent requests to be blocked permanently, the casino ignored me and continued to encourage me to play. I have attached the "Website message (feedback form).pdf" which documents these attempts. Account History & Fairness: Throughout this time, I always used the same personal information, the same IP address, and the same credit card for all transactions. I never attempted to hide my identity or commit any fraud. It is clear that the system knowingly allowed me to open and maintain multiple accounts while I was losing money. Verification: I provided my identification documents as requested by the casino during my attempts to close the accounts. Evidence: The email transcripts clearly show that while I was losing money, the casino ignored my requests to block my account or tried to persuade me to keep them open. I believe that the casino intentionally kept my accounts active while I was losing money and only deleted them recently after I contacted them to request a settlement for the damages. I am requesting a full audit of all my accounts across these platforms to determine the total losses incurred after my initial requests for self-exclusion were ignored, and I am seeking a fair settlement.   (I WILL SENT YOU ON E-MAIL)

Dear Attila,

I would also like to draw your attention to a critical timeline regarding my request for account closure. I first requested a permanent account ban/self-exclusion in August 2024. Instead of respecting my request, the operator spent the following 6 months sending me messages trying to convince me to change my mind and continue gamblinG

They only processed my account closure on February 13, 2025, after months of stalling and manipulation. If you notice any unprofessional or angry language in my final emails to them, I sincerely apologize; however, these were sent after 6 months of desperate pleas to close my account were ignored, causing me severe emotional and financial distress as I continued to lose money.

This 6-month delay confirms that the operator deliberately ignored their duty of care to retain me as a customer, despite knowing I had serious gambling problems.

"Furthermore, I must highlight that the operator’s conduct was manipulative and predatory. Instead of processing my request for permanent self-exclusion, they repeatedly tried to talk me out of it, asking, 'Maybe you don't need to block your account forever, because who knows, maybe you'll come visit us someday?'.

This behavior is a flagrant violation of their duty of care. By refusing to process my permanent ban and suggesting I keep the account open, they directly encouraged me to continue gambling while I was in a state of distress and financial loss. They only closed my account months later, after I had suffered further significant losses, essentially forcing me to keep playing despite my explicit pleas to stop."

Hello, [Redacted]!

Rest assured, our team is diligently investigating your case with the utmost priority, working towards a swift resolution. Your patience is greatly appreciated, and we will ensure to keep you informed of our progress.

Kind regards,

Megapari Team

Dear [Redacted],

Thank you for sharing your concerns with us.

We understand that this is a very sensitive matter, and we have carefully reviewed the accounts and communication history mentioned in your complaint.

According to our records, your first request was received from the registration email blaz.filipovic@gmail.com. Our team responded to that request, but after our reply, we did not receive any further response or follow-up from you for approximately one month. Because of this, the process could not move forward at that stage, as there was no continued communication from your side.

You later contacted us again on 30.01.2025, and then once more on 05.02.2025. After that, the relevant account was blocked in accordance with your request.

Later, after a significant period of time, we received another request from you referring to gambling addiction. This request was also processed correctly, and the relevant account was restricted accordingly.

Please note that each account is treated individually in accordance with our platform’s Terms and Conditions and Responsible Gaming procedures. Any request for self-exclusion must be applied to each account separately, and we can only take action based on the account-specific requests received through the proper communication channels.

We would also like to draw your attention to section 1.8 Responsible Gaming of our Terms and Conditions, which states that 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 use a new account during that period.

With this in mind, we would like to respectfully clarify that the communication history does not show that your requests were left without attention for a year. The requests we received were reviewed and answered in line with the applicable procedure. At the same time, after our first reply, we did not receive further communication from your side for approximately one month, which limited our ability to continue the process at that stage.

Kind regards,

Megapari Team

Dear Megapari Team,

Thank you for your response and for the additional information provided. Could you please provide some clarification regarding the payer's claim of receiving promotional offers despite being self-excluded?

Thank you in advance for your cooperation.

Dear PLayer,

Thank you for your messages. Please be aware that the volume of messages you have posted in this thread makes it challenging for us to navigate the issue effectively. We understand your frustration and eagerness to resolve this matter, however, when a substantial amount of information is provided that is not directly related to the core of the issue, it inadvertently slows down our resolution process. In future instances, we kindly ask that you present your responses in a concise manner and only when requested.

Could you please confirm the date of your last deposit in this casino?

I look forward to your reply.

"Dear Attila,

Regarding the last deposit date: As I have stated, I have maintained multiple accounts across the operator's network due to their failure to restrict my access. I have a comprehensive list of all my transactions, but it is important to note that on my bank statements, these transactions do not explicitly show 'Megapari' or '22Bet'. Instead, they appear under various payment processors and third-party descriptors. This makes it extremely difficult to isolate each individual transaction manually without a clear, audited statement from the casino side.

I hereby formally request that Megapari provides a full, audited list of all deposits and account activity across all accounts linked to my identity (my name, IP, and payment details).

I must emphasize that I opened these multiple accounts precisely because I was suffering from severe gambling addiction and had explicitly requested help. My repeated attempts to open new accounts were a direct symptom of this uncontrolled behavior. The operator was fully aware of my history and my condition, yet instead of providing the mandatory protection, they actively facilitated my continued gambling.

It is crucial to note that on every single one of these accounts, I consistently used my real personal information, the same IP address, and the same credit card for all transactions. The operator had all the necessary data to identify me as the same person who had previously requested self-exclusion. Allowing me to register and deposit again under these circumstances—while also inviting me to their VIP program—confirms that they knowingly ignored my status to maximize profit.

I am fully prepared to submit all my bank statements for the relevant period. Based on my records, the total amount of my losses across these interconnected platforms is approximately 50,000 €. I am requesting a full, independent audit of all my accounts to verify the exact figure. It is evident that while these platforms operate under different names, they share the same backend, identity verification systems, and payment infrastructure.

I would like to point out a fundamental inconsistency in the operator's argument:

They claim that I am responsible for not opening new accounts.

However, it is an undeniable fact that every time I successfully registered a new account, a deposit was immediately processed and accepted by their system.

The operator’s system is designed to identify and process payments instantly. If they were capable of accepting my deposits the moment a new account was created, they were—by definition—also capable of identifying me as the same person who had previously requested self-exclusion. Their failure to block these deposits, while actively inviting me to their VIP program, is not a 'user error' but a systemic failure to protect a known problem gambler.

I trust that the operator can easily extract these records from their system, as they are clearly able to track my deposits for their own financial gain. I am ready to compare these records with my own to ensure transparency.

Kind regards, [Redacted]"

Dear Attila,

Regarding the player's claim of receiving promotional offers during the self-exclusion period, we would like to clarify that the communication received by the player was a standard template intended for users who meet the criteria of our VIP program.

This type of communication is used to inform eligible players about the available features and opportunities within the platform. However, the template itself does not contain any promotional offers, bonuses, incentives, or any call to action encouraging the player to continue gambling.

Furthermore, we would like to point out that the player is contacting us from a different email address, which is associated with another account.

Therefore, this message was not a promotional campaign, but rather an informational communication related to the platform's VIP program.

"Attila, regarding the casino's claim that they could not identify me before I made a deposit, this is unacceptable and contradictory:

Immediate Payment Processing: If their system can verify my credit card and accept my deposit in a split second, it is perfectly capable of cross-referencing that same card or identity against their list of self-excluded accounts at the exact same moment.

Selective Compliance: It is clear that the system has no issues identifying my identity when it comes to accepting funds, yet it suddenly becomes 'blind' when it needs to prevent a known problem gambler from playing.

VIP Targeting: If they claim they were unable to identify me, how were they able to identify me as a 'VIP player' and proactively send me VIP invitations? This serves as definitive proof that my accounts were linked within their database and that they were aware of my identity.

Furthermore, to clarify the exact amount of losses, I formally request that the casino provides a complete, audited transaction history for all accounts linked to my personal identity (my name, credit cards, and IP address). Since the casino has permanently closed my accounts and I no longer have access to them, it is their responsibility to provide this data. This audit is essential to reconcile the total losses incurred after my initial self-exclusion requests were ignored.

I reiterate that I am ready to provide all my bank statements to confirm the timeline of my deposits across these accounts."

.

Hello Blaz,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Michal (michal.v@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,

Attila

Hello Blaz,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

Dear MegaPari Team,

Thank you for your cooperation so far.

To assess this complaint properly, we need to establish whether the player was able to register and gamble on additional MegaPari accounts after the original account was permanently closed, and whether those accounts contained personal information that should reasonably have enabled you to identify the player.

Please provide the following information for every MegaPari account associated with the player:

• Account ID, registration email, creation date, closure date, and verification status.
• A comparison of the registered full name, date of birth, address, telephone number, identity documents, payment methods, IP addresses, and device identifiers.
• The relevant support tickets and internal records concerning the player’s account-blocking requests.
• Confirmation of whether the later accounts used the same genuine personal details or whether materially different information was entered.
• Clarification regarding whether self-exclusion information is shared between MegaPari, 22Bet, and BetLabel.

As the claimed amount is currently unsupported, the transaction histories are necessary to calculate any eligible net losses accurately. Sensitive evidence may be submitted privately if required. Please send everything to michal.v@casino.guru

Dear Michal,

We have sent you an email to your email address with additional information regarding this case.

Dear Michal and the Casino Guru Team,

To conclusively dismantle the casino's defense that they "could not identify me" or "link my accounts," I am presenting concrete, irrefutable documentary evidence spanning from 2024 to 2025 across their interconnected network (Megapari, BetLabel, and 22Bet):

First Self-Exclusion Request via Live Chat (June 10, 2024): As shown in the attached chat transcript from June 10, 2024 (10.6.2024 SELF_2.png), I explicitly stated to their support team: "Hi. I wanna quit sports bet. I wanna delete account or block account." Their agent Alex instructed me to email block@megapari.com. This proves my clear request for self-exclusion began years ago, which the network completely failed to enforce globally.

Instant Cross-Platform Recognition & Odds Slashing (January 16, 2025): As proven in the attached email thread with Megapari from January 16, 2025(RESTRICTED ACCOUNT MEGA PARI_2.png), my account was instantly recognized, flagged, and subjected to odds slashed by up to 40% after winning on tennis ("Bro your odds were in the bet365 range but now they are 40% lower").

Automatic Carried-Over Restrictions & Addiction Exploitation: When I opened subsequent accounts on Megapari and later on BetLabel (RESTRICTED ACCOUNT PROOF.png), this severe restriction carried over automatically to every single account I created. Every time I opened a new account on Megapari after the first one, I instantly got the same odds restriction. When I wrote to BetLabel support ("To much money louse and you restrict my account i have bad odds so i dont wanna play anymore"), their support team immediately recognized my status and directed me to block@betlabel.com.

Conclusion: This proves beyond a shadow of a doubt that their systems instantly recognized who I was across their network. They undeniably knew exactly who I was because my restrictions and identity markers followed me to every new account. Yet, they chose to ignore my self-exclusion and exploit my severe gambling addiction—letting me continue playing compulsively even with heavily reduced, unfavorable odds simply to profit from my losses.

Thank you for reviewing these crucial facts and for your continued help with this case.

Best regards,

Blaž F********

Dear Michal and the Casino Guru Team,

To understand why the casino systematically ignored my requests to close my account and instead bombarded me with incentives, one crucial piece of evidence must be highlighted: I was designated as an official VIP player since at least early 2023.

VIP Manager Engagement (IMG_4158.png, IMG_4159.png): Emails from dedicated VIP managers (such as Karam) prove that the casino actively managed my account, tracking my deposits and tailoring special bonuses (e.g., custom promo codes for single and accumulator bets) to keep me gambling.

Long-standing Ignored Closure Requests (IMG_4157.png): As early as January 6, 2023, I was already trying to delete my account due to withdrawal frustrations ("How i delete my account", "I am very dissapointed with your side i cant never with draw money"). Instead of helping me close it, support dragged it out to protect their high-value player stream.

The Motive: The casino deliberately chose to ignore my vulnerability and permanent closure requests because my status as a high-roller/VIP made me too profitable for them to let go. Whenever I tried to leave or requested blocks, they responded with VIP perks, free bets, and security roadblocks.

This completely invalidates any claims by Megapari that they acted in accordance with Responsible Gambling guidelines. They prioritized their VIP revenue over player safety.

Thank you,

Blaž F********

Here is a comprehensive and professionally compiled evidence package that covers exactly these 4 sent images (from top to bottom: bonus/VIP message list, security response dated 1/19/2025, conversation with support/Kayo regarding restrictions, and communication with George dated 1/24/2025).

You can use this text directly for publishing or submitting to a resolver:

Evidence Package: Proof of VIP Exploitation, Odds Slashing, and Dismissal of Responsible Gambling

Dear Michal and the Casino Guru Team,

To comprehensively demonstrate how Megapari systematically evaded my closure requests, protected their revenue from me as a long-term high-value player, and actively pushed me to continue gambling despite restrictions, I am submitting the following 4 key email evidence files:

1. Continuous VIP & Promotional Targeting (IMG_4163.jpg): My inbox history proves that despite my vulnerable state and requests, the casino continuously flooded me with targeted promotions, "Mega Booster" offers, Freebets, and VIP-level perks well into January 2025 to entice me to keep depositing and playing.

2. Security Encouraging Further Gambling (IMG_4162.jpg): In an email exchange with security@megapari.com on January 19, 2025, after I complained that my betting odds were slashed by 50% following a win, their official response was: "Dear user, keep placing bets and your limits can be reconsidered in time. Have a good game!" Instead of applying safe gambling limits or addressing distress, they actively forced me to keep betting.

3. Trapped Funds and Severe Account Restrictions (IMG_4161.jpg): Support agent Kaya hid behind standard clauses regarding maximum stakes and odds adjustments, leaving me with a heavily restricted account where I could barely place meaningful bets (then I can bet only 28e) while trying to withdraw remaining funds.

4. Defensive Interrogations and Double Standards (IMG_4160.jpg): In emails from January 24, 2025 (George, Megapari), the finance/support department immediately reached out to interrogate me regarding potential chargebacks while my account remained fully open for losses, prompting my response highlighting their unfair practices: "You blocked my account because I won €10,000, yesterday I lost €15,000 at another bookmaker..."

This collection of evidence clearly illustrates bad-faith operation: restricting or locking accounts instantly when profits or security reviews favor the casino, while ignoring self-exclusion and pushing a VIP player to keep losing.

Thank you for your continuous support,

Blaž F********

Tukaj je celovit in strokovno sestavljen paket dokazov, ki zajema natanko teh 4 poslane slike (od zgoraj navzdol: seznam bonusov/VIP sporočil, odgovor varnostne službe z dne 19. 1. 2025, pogovor s podporo/Kayo glede omejitev ter komunikacija z Georgeem z dne 24. 1. 2025).

To besedilo lahko neposredno uporabiš za objavo ali posredovanje resolverju:

Evidence Package: Proof of VIP Exploitation, Odds Slashing, and Dismissal of Responsible Gambling

Dear Michal and the Casino Guru Team,

To comprehensively demonstrate how Megapari systematically evaded my closure requests, protected their revenue from me as a long-term high-value player, and actively pushed me to continue gambling despite restrictions, I am submitting the following 4 key email evidence files:

1. Continuous VIP & Promotional Targeting (IMG_4163.jpg): My inbox history proves that despite my vulnerable state and requests, the casino continuously flooded me with targeted promotions, "Mega Booster" offers, Freebets, and VIP-level perks well into January 2025 to entice me to keep depositing and playing.

2. Security Encouraging Further Gambling (IMG_4162.jpg): In an email exchange with security@megapari.com on January 19, 2025, after I complained that my betting odds were slashed by 50% following a win, their official response was: "Dear user, keep placing bets and your limits can be reconsidered in time. Have a good game!" Instead of applying safe gambling limits or addressing distress, they actively forced me to keep betting.

3. Trapped Funds and Severe Account Restrictions (IMG_4161.jpg): Support agent Kaya hid behind standard clauses regarding maximum stakes and odds adjustments, leaving me with a heavily restricted account where I could barely place meaningful bets (then i can bet only 28e) while trying to withdraw remaining funds.

4. Defensive Interrogations and Double Standards (IMG_4160.jpg): In emails from January 24, 2025 (George, Megapari), the finance/support department immediately reached out to interrogate me regarding potential chargebacks while my account remained fully open for losses, prompting my response highlighting their unfair practices: "You blocked my account because I won €10,000, yesterday I lost €15,000 at another bookmaker..."

This collection of evidence clearly illustrates bad-faith operation: restricting or locking accounts instantly when profits or security reviews favored the casino, while ignoring self-exclusion and pushing a VIP player to keep losing.

Thank you for your continuous support,

Blaž F********

Massive Transaction Volume & Sister Sites (IMG_4164.png): I have been actively betting since around 2021, resulting in around 70,000 transactions over the years. A search for "REVOLUT" in my email yields 1,050 pages filled with countless betting transaction confirmations. Approximately 95% of these transactions were funneled directly into Megapari, BetLabel, and 22Bet (all part of the same closely connected network).

The Impossibility of Non-Recognition: With such an astronomical volume of deposits and play since 2021, the casino's automated systems, fraud departments, and dedicated VIP managers knew my player profile completely. It is entirely false for them to claim they could not recognize my patterns or severity of play.

The Motive Behind Deliberate Stalling: Because of this massive volume, they designated me as an official VIP player (with personal managers like Karam) and showered me with custom bonuses and promotional perks. When I requested account closures or complained about unfair treatment, they deliberately stalled, feigned ignorance, and ignored responsible gambling protocols just to keep extracting my money.

Forced Gambling & Dismissal of Harm (IMG_4162.jpg): When I informed security (security@megapari.com) on January 19, 2025, that my odds were slashed by 50% following a win, their explicit response was: "Dear user, keep placing bets and your limits can be reconsidered in time. Have a good game!" Instead of offering help or self-exclusion, they pushed me right back into gambling.

Trapped Funds and Revenue Protection (IMG_4160.jpg, IMG_4161.jpg): Support agents hid behind vague terms to lock down my ability to place meaningful bets (reducing stakes to absurd amounts like 28 EUR) while finance departments instantly interrogated me over chargebacks, proving they only cared about protecting their own side while letting me lose elsewhere.

Relentless Promotional Bombarding (IMG_4163.jpg): Right through January 2025, despite my vulnerable state, they continuously targeted me with "Mega Booster" offers, Freebets, and VIP birthday rewards to entice further deposits.

Comparison of Responsible Gambling Standards and Industry Example (bet-at-home):

Dear Michal and the Casino Guru Team,

For comparison and to demonstrate how serious and responsible operators handle self-exclusion, I am attaching evidence of my experience with bet-at-home (see the attached live chat transcript and email confirmation from February 5, 2025).

When I simply stated in their live chat that I wanted to permanently block my account so that I could never join again, they acted immediately: they closed the account without any excuses, delays, or persuasion, and even provided me with contacts for gambling addiction support in Slovenia (Anonimni hazarderji).

With normal operators (such as Bet365 or Loterija Slovenije), a player can either self-exclude directly through their account settings, or the operator processes the request instantly without hesitation. In contrast, Megapari handled my case completely the opposite way: despite my clear requests, they stalled for months, tried to convince me to change my mind, and even wrote "keep placing bets", proving that they deliberately ignored my safety and addiction for financial gain.

Please take this stark contrast in business practices into account in the final resolution of this case.

Best regards, Blaž F********

Dear Blaz,

As I mentioned in my previous reply, I will reach out to you should there be a need for any additional documentation or evidence from your side. Yet I see that you have submitted five comprehensive posts along with several emails in quick succession. This abundance of information may lead to delays, as I will need to review everything carefully. This will not shorten the resolution timeframe of your case; on the contrary, the process will be longer. Therefore, I kindly ask you to refrain from unnecessary communication.

First of all, I sincerely apologize for the enormous length of my posts and the enormous amount of information provided. I fully understand that this is a lot to read. However, I felt it was fair and necessary to expose these predators as thoroughly as possible and ensure that their systemic failures, manipulative practices and bad faith are fully revealed.

Let me emphatically reject the casino's deception regarding dates. When they claim that I first made serious contact only at the end of January 2025, they are simply lying. I have irrefutable proof from a live chat dated July 10, 2024, where I clearly and explicitly requested the closure or blocking of my account due to betting problems ("Hi. I wanna quit sports bet. I wanna delete account or block account"). At that time, their agent Alex redirected me to the email address block@megapari.com.

Therefore, I officially demand that the casino provide the entire and unedited live chat history and all conversations from the very beginning of my playing. If they continue to deceive and conceal the facts, they should think twice - I have another concrete date and evidence from the live chat up my sleeve, which I can publish immediately, which will only dig an even bigger hole for themselves with every false excuse.

For comparison, let me once again highlight the operator bet-at-home, where I only briefly and vaguely mentioned in the live chat in the past that I wanted to stop playing - they responded in literally a second and immediately permanently blocked me without any delay or bureaucracy. Megapari, on the other hand, had all my data, IPs and identity, but despite my clear requests, they consciously took advantage of my plight and even invited me to VIP programs.

When I follow other cases on your platform, such as this closed case against Megapari (https://casino.guru/complaints/megapari-casino-player-s-account-closure-request-is-6), I see that my case is much more serious in terms of scope and violations. I sincerely hope that my case will also be resolved as successfully in favor of the player, especially since I have a lot of strong evidence at my disposal.

All the posts and attached evidence from beginning to end clearly show their constant deception, delay, forwarding to other email addresses and conscious non-blocking. If you missed anything, please take the time to read it all again, because the evidence of their negligence and predatory behavior is simply incredible!

Thank you for your continued patience, hard work and fairness in handling this complex case.

Best regards,

Blaž F********

Hi Michal,

I'm sorry. I genuinely felt this information was important, which is why I sent it. I understand your point and I won't send any further messages unless you request additional information or evidence.

Thank you for your patience and for taking the time to review my case.

Best regards,

Blaž F********

Dear Megapari Casino,

I've replied to your email.

Dear Blaz,

We are currently in the stage of gathering relevant evidence from the casino. I will be reaching out to you in case I have some updates. Thank you for your patience.

Dear Michal,

We have sent you an email with additional clarification and information regarding this case.

Dear Megapari Casino,

I have replied to your email.

Dear Michal,

We have sent you an email with information and additional questions regarding this matter.

Dear Blaz,

We are currently engaged in discussions with the casino to obtain specific information that will provide clarity on the matter at hand. I would like to respectfully ask for your consent regarding the sharing of evidence that may contain your personal information. Access to this information would greatly assist me in understanding the case better and facilitate the progress of the investigation. Thank you for your patience so far.

Thank you for the update. Yes, I hereby give my full consent to share the evidence containing my personal information with the casino so you can proceed with the investigation.

If you need any additional information or documents from my side, please let me know.

Thank you for your help.

Best regards, Blaž

Dear Blaz,

Thank you for your cooperation. I have received evidence from the casino, and I will inform you as soon as I will go through everything.

Hello Blaz,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal 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 Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

It has already been a month since the last major updates, so I would like to know the current status and where exactly the case stands.

So much evidence and documentation has been gathered that it is practically impossible for anyone to dispute it. Nevertheless, I would like to ask what is still being awaited and when I can expect the next steps or a final resolution.

Thank you and best regards,

Blaž

Dear Blaz,

I sincerely apologize for my delayed response. I have thoroughly reviewed all the evidence available to me. Following our email correspondence with the casino, I have received information that suggests you indeed have created multiple accounts with Megapari. Could you please confirm whether the personal information across all these accounts was identical, aside from the email address?

Dear Megapari Casino,

I would appreciate your input regarding the email sent by the player on the 22nd of August, 2024. In this email, the player expressed a strong desire to close their account due to significant financial losses. While the terms "self-exclusion" and "gambling problem" were not explicitly mentioned, I believe the underlying context is evident. Could you comment on the fact that no action was taken at this point? Furthermore, in the email dated 5th of February, 2025, after another request from the player, you requested a document from the player, which they subsequently provided. Could you kindly confirm when the account was closed following this correspondence?

Dear Michal,

Thank you for your response and for thoroughly reviewing the evidence.

To answer your question directly: Yes, the personal details across all accounts were 100% identical.

Personal Information: My full name, residential address, and date of birth were identical on every account.

Payment Method: I used exclusively one single Revolut account for all deposits and withdrawals across all profiles.

Technical Footprint: I always logged in and played from the exact same IP address and device.

From a technical and KYC standpoint, it was impossible for Megapari not to link these accounts to the same individual immediately upon registration. They allowed duplicate accounts to remain active and accepted deposits despite possessing full knowledge of my identity.

Regarding the Timeline, Explicit Self-Exclusion Requests, and Casino’s Tactics:

Initial Requests in Late 2023: My very first communications regarding severe financial losses and the desire to stop gambling started via Live Chat in late 2023. Had Megapari applied basic Responsible Gambling standards back then, my total losses—which now exceed €30,000—would have been prevented.

Explicit Live Chat Request (July 10, 2024): I explicitly stated to Live Chat agent Alex: "Hi. I wanna quit sports bet. I wanna delete account or block account". Instead of immediately blocking my account as standard Responsible Gambling regulations mandate, the agent merely redirected me to email block@megapari.com, keeping my account open and vulnerable to further losses.

Follow-up Email Request (August 22, 2024): I followed up via email expressing my distress and clear intention to close the account.

Document Verification & Unacceptable Retention Tactics: Following their requests, I submitted all required verification documents immediately. However, even after receiving all valid documentation, the casino blatantly asked if I wouldn't reconsider closing my account, instead of locking it right away.

Aggressive VIP Marketing & Duplicate Accounts: While ignoring my repeated pleas to stop, the casino actively targeted me with VIP invitations, forcing me to block their promotional emails. Simultaneously, their system freely allowed duplicate accounts with identical details to be opened and funded.

I kindly request Casino Guru to ask Megapari for all Live Chat logs (from late 2023 and July 2024) and email records showing these stalling and retention tactics.

Megapari possessed my identical details, payment history, and explicit requests to quit due to harm. Instead of fulfilling their Duty of Care, they deliberately delayed the closure process and actively persuaded me to continue gambling.

Thank you again for your assistance, and I look forward to Megapari’s response.

Best regards,

Blaž

Regarding the Full Timeline & Live Chat History (2023 – Present):

Previous Live Chat Requests: I have repeatedly communicated my desire to stop gambling and close my account via Live Chat since late 2023 and early 2024.

Request for Official Chat Logs: Since players do not automatically receive saved copies of Live Chat transcripts, I formally ask Casino Guru to request the complete Live Chat history directly from Megapari for the entire period of 2023 and 2024. Their internal system logs will clearly show my initial attempts to self-exclude.

Confirmed Request (July 10, 2024 - Attached Screenshot): As proven in the attached screenshot, I explicitly stated: "Hi. I wanna quit sports bet. I wanna delete account or block account". Agent Alex failed to block my account and instead added unnecessary friction by sending me to email support.

Further Stalling (August 2024 & February 2025): Even after sending email requests and full KYC documents, the casino delayed action and actively persuaded me to reconsider closing the account.

Dear Michal,

The player did indeed contact us regarding the closure of their account in August 2024. However, there was no mention of gambling addiction, a gambling problem, or any other explicit indication that would allow us to clearly classify the request as a Responsible Gaming self-exclusion due to gambling-related harm.

We believe this is also a matter of interpretation. As we have discussed previously, classifying a standard account closure request as a gambling-addiction self-exclusion without a sufficiently clear indication from the player can have significant consequences for both the operator and the player.

Once an account is restricted specifically on the grounds of gambling addiction, this is not something that can simply be disregarded or reversed upon request. If such a classification were applied incorrectly, the player could subsequently be required to provide appropriate supporting documentation, potentially including medical confirmation from a qualified professional, in order to demonstrate that the gambling-addiction restriction was applied in error.

This is precisely why we believe an operator should not automatically interpret every request to close an account, even one mentioning significant financial losses, as confirmation of gambling addiction. There needs to be a reasonable basis for applying such a serious Responsible Gaming restriction.

Regarding the later correspondence in February 2025, as you correctly noted, the player was asked to provide the required identification document. Once the requested document was received and the necessary procedure was completed, the account was in fact blocked in accordance with the player’s request.

Dear Michal,

Please ask the operator to stop spreading false claims and misleading information. The documentation and the full case history clearly prove the sequence of events and their deliberate, systematic delays:

Requests dating back to 2023 and June 2024:

My requests to close the account date back to 2023 – if the operator provides the full live chat logs, this will be plainly visible.

I sent another official request for a permanent block/self-exclusion in June 2024. Instead of executing the block, the operator stalled for months and kept trying to convince me not to close the account.

Explicit warning of gambling problems and operator persuasion (February 5 & 6, 2025):

On February 5, 2025, at 21:17, I explicitly and unambiguously wrote to them:

"Block my account forever. I have problems so ban me forever!!!"

The next day, on February 6, 2025, at 13:35, instead of immediately blocking the account, the MEGAPARI BLOCK team responded by encouraging me to keep playing:

"Look, if we close your account forever, there will be no opportunity to reopen it... Maybe you don't need to block your account forever, because who knows, maybe you'll come visit us someday?"

Repeated follow-ups and unacceptable delays:

Because they still failed to block the account despite my explicit statement about having problems, I had to demand again:

"Why you still not block my account? I say block my account forever? Where is a problem?!!"

Final block only on February 13, 2025:

Despite my explicit statement about gambling problems ("I have problems") and repeated demands for a permanent ban, they only closed the account on February 13, 2025 – a full 8 days after that clear warning, over half a year after the June 2024 request, and more than a year after my initial requests in 2023.

The operator intentionally ignored my requests and clear signs of gambling harm, actively trying to persuade me to leave the account open ("maybe you'll come visit us someday"). This is a direct violation of basic Responsible Gambling standards.

I have attached screenshots of the email correspondence that fully confirm these facts.

Kind regards,

Blaž

Dear Megapari Casino,

Thank you for your response and continued cooperation.

Following the player’s explicit request on 5 February 2025 to have the account permanently blocked due to gambling problems, immediate protective measures should have been applied. At a minimum, the player should no longer have been able to deposit or gamble while the necessary verification and account-closure procedures were being completed.

The fact that the casino was waiting for the player to complete KYC does not constitute a valid reason for leaving the gambling functionality available. Identity verification may be completed separately, but it should not delay the implementation of measures intended to protect a player who has disclosed gambling-related harm.

In our view, six business days was an unreasonably long period in which to complete the self-exclusion process under these circumstances. As you correctly stated in your latest response, once an account is restricted on the grounds of gambling addiction, the restriction cannot simply be disregarded or reversed at the player’s request. Precisely because of the serious and irreversible nature of such a restriction, requests of this kind must be treated with the utmost importance and acted upon promptly.

A player who has clearly disclosed gambling problems should not be discouraged from permanently self-excluding. Responding by suggesting that the player might wish to return someday or by offering temporary account restrictions instead is not consistent with the level of protection reasonably expected in such a situation. Once the player clearly requested a permanent block because of gambling problems, the priority should have been to prevent any further deposits and gameplay without attempting to persuade the player to reconsider.

Please address these points and confirm whether the player was able to deposit or gamble between the request submitted on 5 February 2025 and the eventual account closure. If any such activity occurred, please provide the corresponding transaction and gameplay records privately so that the resulting eligible loss can be assessed.