Megapari Casino CA - Player complains about poor customer service and support.

Dear Chudsexington,

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

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated 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. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Megapari Casino,

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

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."

Please send another email to block@megapari.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Lastly, according to T&C there is a possibility to apply for the self-exclusion inside your account:

5. Self-Exclusion

Our customers have a self-excluding option.

Please write to customer support to block@megapari.com and also use the Self-restriction option if necessary.

We provide assistance to players with potential gambling problems which is readily available, systematically provided and logged. We monitor all requests. 

Megapari Canada offers a self-restricting option which allows you to close your account for a certain period of time: a week, a month, 6 months, a year. Your account will be blocked only after it has been fully verified. Be kindly advised that a photo of your ID/Passport must be attached to your application to self-restrict. If you activate this feature you will be unable to gamble at Megapari Canada.

Thank you in advance.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I have emailed you already stating a permanent self exclusion from your casino. No more is needed on my side. The ball is in your court. Until I get confirmation from your casino and my login has been disabled, this issue will remain unresolved.

Another day goes by with no resolution. ...

This is a huge reason why my review should be posted.

Hi Chudsexington,

• Could you please forward any relevant communication to petronela.k@casino.guru?

Thank you.

Dear Chudsexington,

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.

Hi Chudsexington,

I noticed that you initially reached out to the casino on April 1st. At that time, you were advised to complete your account verification by filling in the required fields and sending your request to the appropriate email address. It's important to acknowledge that you were informed about the correct procedure, but initially chose not to adhere to the instructions.

Please understand that completing your casino profile and verifying your identity serves as a preventative measure against future misunderstandings. With a fully filled profile and verified identity, the casino can confidently ensure that any requests, such as self-exclusion, are genuinely made by you. This also helps in preventing the opening of new accounts in the future or the reopening of old one, especially if your self-exclusion is related to a gambling problem.

Following the completion of all necessary information and the submission of your personal documents, your account was subsequently blocked. Is this understanding correct?

No other casino has ever requested this. Which makes me believe there is an ulterior motive for this. I'm sure you yourself realize this is not standard for account closure or cool off.

Also it tool many days after sending the ID before they finally closed it.

Hi Chudsexington,

As your account has already been closed, we will proceed to close this complaint as resolved. As mentioned previously, the process of verifying your account before imposing a ban is a standard procedure.

Thank you very much, Chudsexington, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru