Megapari Casino - Player’s attempts to self-exclude himself have been overlooked.

Megapari refusing to close my account despite me emailing them on multiple occasion and had stated that I had a gambling problem.

they refused to close my account despite multiple requests and only complied once I had threatened to go to a 3rd party site to post a complaint.

i have lost a further amount of approx 7 LTC due to their inability and refusal to close my account

Thank you very much, Aloyrzr, for your reply. Could you please forward your deposit/cashier history too?

Thank you very much, Aloyrzr, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Aloyrzr.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

I have managed to reach the casino team. They are investigating the matter, and they should react very soon. I am extending the timer by 7 days.

Hello dear Aloyrzr, Petronela and Jozef.

The account was immediately blocked after providing information about user’s problems. The essence of complaint is not clear.

Dear MegaPari casino,

that is simply not true.

i have indicated on many occasion that I have a problem with gambling and requested for my account to be blocked.

i am not provided with any clear instructions on the account closure and no attempts of restrictions were made on my account.

this resulted in me betting more than necessary despite my multiple requests for account closure.

hence i am seeking compensation of my deposits made on 19th nov for 6.8 ltc

Dear Megapari Casino team.

Thank you very much for your cooperation. Please, could you provide us with more details? Are the player's statements correct? Has he informed you about his gambling problem and asked for account closure on multiple occasions, but his account remained open?

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’.

Dear all,

we have investigated the situation thoroughly.

After player’s request for account blocking from his email aloy*****@****** he went through a required process of verification. This is an obligatory procedure for all the players, and according to the Terms and Conditions, Paragraph 3, 

by placing a bet on the website any player confirms that he has read our Terms and Conditions and fully accepts them, 

including Paragraph 48:

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.

The player refused to provide his personal information on request for verification on 20.11.21.

Nonetheless, since Megapari takes players’s health truly seriously, the procedure of obligatory verification was cancelled for this particular player right after mentioning his "gambling issues" (quote) 20.11.21, and his account was blocked immediately as a matter of exception without full account verification at the same very moment.

Please kindly mind that we value our costumers and will never contribute to the problem, thus we declare recommendations to reduce development of gambling addiction, as mentioned in the Paragraph 6 (Terms and Conditions, 27.Responsible Gambling):

 • Do not regard gambling as your main source of income;

 • Set limits on the time and money to be spent. Do not break these limits;

 • Please do not gamble if:

 • You are under the influence of alcohol or any other substance;

 • You are depressed;

 • Only gamble with money that you can afford to lose.

 • Avoid chasing your losses.

Considering the above, the player aloy******@****** did not follow our recommendations on setting and not breaking limits on time and money to be spent on our website. And as a gesture of responsible help we blocked his account immediately without required verification which in fact reduced the time of his play on the website.

Hello there.

I am extending the timer by 7 days because of the further examination of the case.

Hello there.

We have finished with the examination of the case. In casino.guru we consider a safe environment for problem gamblers as key in the terms of responsible gambling. Our position is simple, if the player clearly informs the casino support about the gambling problem (from his registration email or his account), we cannot see any relevant reason why it should not be blocked as soon as possible. 

Dear Megapari Casino team.

Thank you very much for your cooperation in this case. Please, could you explain why the players with gambling issues need to finish the verification process in order to self-exclude/block their accounts? 

Dear Casinoguru,

thank you for your assistance regarding this case.

please take into consideration that I have also complied with providing as much information as they have requested as long as it is reasonable. However, it is simply unreasonable that they are requesting for ID verification when it was never required during registration or deposits and withdrawals.

i have made multiple pleas for my account to be closed and they have used the same excuse.

it seems like they are trying to make it hard for users to close their account even though I have highlighted to them regarding my gambling problem.

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’.

Since we haven’t received a further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Aloyrzr.

I am very sorry, but it looks like the casino team has made their final statement. Although we understand why the casino asked you for the verification, we cannot see any relevant reason why it should be mandatory in order to block your account. When the player expresses gambling addiction, the account has to be blocked as soon as possible. In this case, the casino clearly let you play and lose, even after knowing your issue since June.  

Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Aloyrzr,

the casino team has reached us with further information about this case. Based on the evidence provided you have never finished the self-exclusion process, the casino team did respond to your messages, and you could finish the process simply by filling in information and further discussion a long time ago. 

I previously mentioned that verification should not be mandatory for closing the account or taking temporary precautions. It still applies, however, we understand why the casino team requested it, and it becomes standard nowadays. It is the method of how the protection can be improved for future attempts to play there, so it was for your safety. And, as you experienced, even though you refused to finish the verification, they still closed your account.

Concluding all the information, I can confirm that from the side of the casino, the situation could have been handled better. However, if you would at least finished the communication with the casino team, and generally tried to finish the self-exclusion process, your account would be closed much sooner. Therefore, I have reevaluated our position on this case, and I am going to close it as 'rejected'. 

You have full right not to agree with my opinion. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru