Megapari Casino - Pelaajan tilin sulkemispyyntöä ei oteta huomioon.

Hello,

I would like to submit a complaint regarding Megapari’s handling of my account closure request.

On 16 December 2025, I sent an email to Megapari clearly asking them to block/close my account after significant losses.

Instead of immediately closing my account, the operator responded by offering free bets, bonus incentives and promotional offers encouraging me to continue playing.

My account remained fully active, and I was able to continue depositing and gambling for several more days.

From the moment I requested account closure (16 December 2025), I lost approximately 8,000 PLN.

I would also like to add that my request to close the account was made after substantial losses and in a highly emotional state. At that moment, instead of restricting my access as requested, I received promotional incentives encouraging further gambling activity. In my opinion, this contradicts responsible gambling principles.

I have email evidence, timestamps and full transaction history to support all of the above statements and I am ready to provide them upon request.

I am therefore requesting a refund of the deposits made after 16 December 2025, as the operator failed to act upon my clear request to close the account.

Thank you for your assistance.

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Dear mateuszows,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree of protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• Do I understand correctly that your account is currently closed?
• Have you indicated suffering from gambling issues to the casino at any point?
• Have you disclosed not being in control of your gambling?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

Thank you for your response.

Yes, my account is currently closed.

I would like to provide additional context regarding my history with Megapari.

In 2024, I contacted the casino via email and clearly stated that I was experiencing gambling problems. Despite this disclosure, I was offered bonuses before my account was eventually closed. The account was not blocked immediately — it took several emails, and I was even asked for how long I wanted the restriction to last. The account was then closed for one year.

I have email evidence of this communication from 2024.

After the one-year restriction expired, I returned to the platform in 2025.

On 16 December 2025, after significant losses, I sent another email requesting immediate closure of my account. Although I did not explicitly use the term "self-exclusion" in 2025, my request was made after heavy losses and in a vulnerable state.

Instead of immediately restricting my account, I received promotional offers including free bets and bonuses. My account remained fully active, and I was able to continue depositing and gambling for several days.

From the moment of my closure request on 16 December 2025, I lost approximately 8,000 PLN.

Considering the previous history from 2024, where the operator was already aware of my gambling issues, I believe my 2025 request should have been handled with greater responsibility and the account should have been restricted without delay.

I am ready to provide all relevant emails from both 2024 and 2025, including promotional offers and timestamps, as evidence.

Thank you for your assistance.

Best regards,

Hello mateuszows,

Thank you for your message. We understand that situations involving financial losses can be emotional, and we genuinely treat such matters with seriousness and respect.

However, after carefully reviewing your communication history, we would like to clarify the timeline of events factually:

• On 16 December 2025, you contacted us stating that you had lost a significant amount of money and wished to block your account for this reason.

• We responded to your email with clarifying questions and offered possible solutions, as we regularly receive similar requests from players who may be reacting emotionally after losses.

• On Wednesday, 17 December 2025 at 21:08:57, we received your confirmation that you wished to continue playing and "try your luck one last time."

• On Friday, 19 December 2025 at 06:59:00, you contacted us again and this time clearly requested permanent account closure.

• On Sunday, 21 December 2025 at 21:37, you received confirmation from us that your account would be permanently blocked according to your request.

Your final request for permanent closure was fully processed and completed within 2 days, 14 hours, 38 minutes and 0 seconds. At no point were you ignored, delayed intentionally, or kept active against your will. Your request was handled in accordance with our Responsible Gambling principles and internal procedures.

Additionally, all financial obligations toward you were fulfilled. Your final withdrawal was processed on 2025-12-19 at 07:27:28 in the amount of 1,001 PLN, confirming that your available balance was paid out before closure.

We would like to clarify that the records show your account remained active only after you confirmed your intention to continue playing following your initial message. Once you submitted a clear and final request for permanent closure, it was processed promptly and in full accordance with our Responsible Gambling procedures.

We always encourage responsible play and take every self-exclusion or closure request seriously. If at any point you felt emotionally distressed, we truly hope you are now in a better place. Our intention is never to cause harm, but to operate transparently and in line with established procedures.

Should you require any additional clarification, we remain available.

Kind regards,

Megapari Team

Thank you for the detailed clarification.

I would like to respond and clarify a few important points.

It is correct that after my initial email on 16 December 2025, I later confirmed that I wanted to continue playing and "try my luck one last time." I do not deny this.

However, my first message on 16 December was sent immediately after significant losses and clearly requested that my account be blocked. In my view, this should have been treated as a strong indicator of gambling-related distress.

Although promotional offers were presented to me at that time, I did not accept or activate any bonuses. Nevertheless, I believe that offering incentives to continue playing, instead of applying stronger responsible gambling measures, was not appropriate given the circumstances.

I would also like to remind you that in 2024 I explicitly informed Megapari via email that I had gambling problems. Despite this disclosure, bonuses were offered before my account was eventually closed for one year. I have email evidence of this communication.

Even though the one-year restriction expired, the operator had prior knowledge of my gambling-related vulnerability.

Considering this history, I believe that when I contacted support again in December 2025 after heavy losses and requested account blocking, greater caution and stronger protective measures should have been applied.

I understand that I confirmed my intention to continue playing. However, I believe responsible gambling policies should prioritize player protection, especially when there is documented history of gambling problems.

I am ready to provide all supporting email evidence from both 2024 and 2025 if required.

Thank you for your assistance.

Thank you for your detailed response.

We would like to clarify several important points based strictly on the documented communication history.

Requests for account blocking are processed in accordance with our standard self-exclusion and responsible gambling procedures. The response time and implementation time may vary depending on several operational factors, including the overall volume of incoming requests, internal review workload, verification requirements, and the need to clearly confirm the player’s final intention.

In your case, your final and explicit request for permanent account closure was fully processed within 2 days, 14 hours, 38 minutes and 0 seconds, which is within our standard procedural timeframe.

You stated that your initial message on 16 December 2025 should have been treated as a strong indicator of gambling-related distress. We understand your perspective. However, it is important to emphasize that after that message, you explicitly confirmed your intention to continue playing and to "try your luck one last time." When a player clearly withdraws a blocking request and confirms continuation, we must rely on that confirmed instruction.

Regarding Responsible Gambling policies: when a player clearly states gambling addiction or vulnerability and maintains that position, such requests are treated as urgent and prioritized accordingly.

You also mentioned:

"I would also like to remind you that in 2024 I explicitly informed Megapari via email that I had gambling problems."

We carefully reviewed your full 2024 support history.

Indeed, on Wed, 28 Aug 2024 19:53:57, you wrote:

"Hello, please block my account because I have a problem with gambling."

However, what was not mentioned in your previous message is that on Thu, 29 Aug 2024 14:02:06, you sent the following clarification:

"Hello. Please do not block my account. The previous message was about another casino that was unable to pay out my money. I'm very sorry for the inconvenience."

This follow-up message explicitly withdrew your prior statement regarding gambling problems and confirmed that it referred to another operator. Based on that clarification, there was no active declaration of gambling addiction on record at that time.

For this reason, there was no ongoing documented vulnerability status attached to your account when you contacted us in December 2025.

We fully understand that gambling-related situations can be emotional and complex. However, based on documented communications, your final closure request was processed properly, within standard timeframe, and in accordance with Responsible Gambling procedures.

All financial obligations were fulfilled, including your last withdrawal dated 2025-12-19 07:27:28 in the amount of 1,001 PLN.

Best regards,

Megapari Team

Dear Tomas,

We kindly invite you to review the information related to this case. All relevant details, as well as clarifications regarding any inconsistencies, have been provided by us in the public thread in line with the principles of transparency and fairness.

At this stage, we are awaiting your response and the next steps from the Casino Guru team.

With deep respect for you and your work,

Megapari Team

Thank you for reviewing this case.

I would like to clarify several important points regarding the timeline and my self-exclusion requests.

First, regarding August 2024 — it is correct that I clarified that my earlier message about gambling problems was related to another operator. Therefore, I understand that this particular thread may be considered closed.

However, the key issue concerns October 2024.

In October 2024, I explicitly contacted Megapari again, this time via their dedicated blocking email address (block@megapari), clearly stating that I have a gambling problem and requesting immediate account closure. My message was unambiguous: I clearly asked for my account to be blocked due to gambling issues and stated that it was their responsibility to proceed with the closure.

Yes, in August 2024, I wrote that the message was a mistake. However, I submitted another report two months later to the department responsible for blocking

Additionally, before sending the email, I initially tried to request account blocking through live chat. The chat support informed me that they could not process the closure request directly and instructed me to send an email instead. This caused an additional delay in implementing the self-exclusion.

Despite my clear declaration of gambling problems in October 2024, instead of immediately closing my account, the operator offered me a 400 PLN free bet. I believe that offering a bonus to a player who explicitly declares a gambling problem is inconsistent with Responsible Gambling principles.

The account was not closed immediately and was only blocked after I sent multiple follow-up emails.

In my view, from the moment of my October 2024 message clearly stating that I have a gambling problem and requesting account closure, the operator should have:

- Immediately implemented self-exclusion,

- Refrained from offering any promotions or bonuses,

- Treated the case as urgent under Responsible Gambling policy.

The internal distinction between different email addresses (support@ vs block@) should not affect the operator’s responsibility to protect a vulnerable player. It is the same company and the same player account.

I respectfully ask you to assess the case primarily based on the October 2024 communication, as this was a clear and explicit declaration of gambling-related harm and a direct request for account closure.

Thank you for your time and assistance.

Best regards,

Thanks for your replies from both parties.

Dear mateuszows,

Would you be able to share with me the email sent to block@megapari from October 2024? Include any responses you received as well.

Send the information to my email at tomas@casino.guru for review.

Dear Tomas,

As requested, I have sent the relevant email attachments directly to your email address from my Gmail account.

Please kindly confirm once you receive them and let me know if anything further is required from my side.

Kind regards

Dear mateuszows,

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,

Tomas

Hello mateuszows,

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.

Dear Megapari Casino,

I would like to react to the statement in your last message:

"We carefully reviewed your full 2024 support history.

Indeed, on Wed, 28 Aug 2024 19:53:57, you wrote:

"Hello, please block my account because I have a problem with gambling."

However, what was not mentioned in your previous message is that on Thu, 29 Aug 2024 14:02:06, you sent the following clarification:

"Hello. Please do not block my account. The previous message was about another casino that was unable to pay out my money. I'm very sorry for the inconvenience.""

I would greatly appreciate it if you could share the relevant email exchange with me. The communication we received from the player begins with their email dated August 29, 2024, at 23:34. I look forward to your response.

Dear Michal!

We just wanted to inform you that we have sent an email to the address provided by you: michal.v@casino.guru

Could you kindly check your inbox when you have a moment?

Thanks in advance,

Megapari Team

Dear Megapari Casino,

I have replied to your email with further questions.

Dear mateuszows,

The circumstances around your self-exclusion are currently being discussed with the casino. I will let you know as soon as there are any updates. Your patience is greatly apreciated.

Dear Michal,

Thank you for your response. We just wanted to follow up and let you know that we have sent an email to the address you provided.

Dear Megapari Casino,

I have responded to your email.

Dear mateuszows,

I truly appreciate your patience. I am currently waiting for a response from the casino, as well as for them to provide me with your deposits since your self-exclusion request in 2024. I will be updating you as soon as I have some news to share.

Dear Michal,

Thank you very much for your update and for your continued efforts in handling my case.

I would like to emphasize that this matter is very important to me. The losses I incurred after my self-exclusion request had a significant impact on my financial and personal life. I truly appreciate your careful attention and look forward to any updates from the casino regarding my deposits and the resolution of this issue.

Thank you again for your support and understanding.

Dear Michal,

Thank you for your response. We just wanted to follow up and let you know that we have sent an email to the address you provided.

Dear Megapari Casino,

I have replied to your email with my final and definitive statement. I am looking forward to your reply.

Dear mateuszows,

I will be informing you as soon as I receive a reply.

Dear mateuszows,

One of our representatives will contact you regarding your inquiry. Could you please let us know the most convenient way to reach you?

Dear Megapari Team,

Thank you for your message.

The most convenient way for me to communicate is via email. Please feel free to contact me here.

I look forward to your response.

Dear mateuszows,

I will be waiting for your updates. Please let me know when you reach an agreement with the casino.

I would like to inform you that I have not yet received any response from Megapari after providing my preferred contact method.

I have indicated that email is the most convenient way for me, and I am ready to continue communication directly with the casino. My email adress: mateuszows2@gmail.com.

Please let me know if any further action is needed from my side.

Thank you for your assistance.

Dear mateuszows

We would like to inform you that an email was sent to you two days ago. However, it seems that it may not have reached you.

Soon we will send another email shortly to ensure that you receive the necessary information.

Dear Michal,

We have sent you an email. Please take a moment to review it when you have the time.

Thank you for your attention, and we look forward to hearing from you.

Dear Megapari Casino,

I've replied to your email.

Dear mateuszows,

I've been informed that you are in contact with the casino. Are there any updates from your side?

Dear Michal,

Yes, I am currently in contact with the casino and waiting for their further response. I will update you as soon as I receive any new information.

Dear Michal,

I am still waiting for a response from the casino. It has been several days since their last message and I have not received any further updates yet.

Please let me know if there is anything needed from my side.

Kind regards, Mateusz

Dear mateuszows

Please be assured that your case is currently under review. As today is Sunday, response times may be slightly longer than usual, but your request has not been overlooked.

We kindly ask for a little more patience. You will receive an answer as soon as possible.

We truly appreciate your understanding and your cooperation throughout this process.

Dear Megapari Casino,

We are waiting for your reply.

Dear mateuszows and Michal,

Thank you both for your continued cooperation and patience in this matter. We are currently awaiting a response from the Casino Guru team, which is expected next week. Based on their feedback, we will proceed with the next step in resolving this dispute.

We truly appreciate your understanding and will ensure to keep everyone updated as soon as we have further information.

Best regards,

Megapari Team

Dear Megapari Casino,

You've already received a reply from my colleague. Could you give us an update on this case? Thank you for your continued attention and cooperation.

Dear Michal,

We are currently at the final stage of resolving the matter with the casino and discussing the details.

I will keep you informed once everything is finalized and the case is fully resolved.

Thank you for your assistance and support throughout this process.

Kind regards,

Mateusz

Dear mateuszows,

Thank you for your confirmation.

We also confirm the details you have provided, and we appreciate your prompt response. Our finance department will process the payout shortly. However, please note that due to the upcoming weekend and holidays, there might be slight delays. Nevertheless, the payout has been approved, and we just need to wait for the final processing.

Dear mateuszows,

Thank you for the update. Please let me know as soon as you receive the payment.

 Michal,

I would like to provide a further update regarding my complaint.

I have fulfilled all the requested conditions from the casino side, including the public confirmation of the agreement and providing the TRC20 wallet address. However, I am still awaiting confirmation and execution of the agreed compensation payment from the casino.

Could you please kindly check the current status of the case with the casino?

Thank you for your assistance.

Kind regards,

Mateusz

Dear mateuszows,

We have processed the payment. Please kindly check your account to confirm the deposit.

Thank you for your patience.

Dear Michal,

I would like to sincerely thank you and the Casino Guru team for your help and support throughout this case.

I confirm that I have received the compensation payment from Megapari, and from my side the complaint can now be closed.

Thank you once again for your assistance and professionalism.

Kind regards,

Mateusz

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear mateuszows,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal