Megapari Casino - Player's requests for account closure dismissed.

I asked for a permanent closure in November because I wasn't enjoying my experience.

THEY assured me that my account was closed permanently. Then in December they emailed me offering me rewards if I reopen my account. I find this disgusting behaviorand I would like to know if anyone can offer me legal advice. I don't like websites like this operating in Ireland. When someone asks for there account to be closed permanently they expect the website to have a duty of care and respect there decision. But this website has blatantly targeted me to reopen my account. Please can. Someone tell me who I report this website too?

Hello Jacko138,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

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

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

I requested a permanent closure and they told me it was closed permanently. That is it. They should not have offered me a bonus to reopen my account. I sent screenshots of the email

Dear all,

We have forwarded the conversation history to Nick to ensure a smooth case review. Please note that the MegaPari Reputation team will be on holiday from December 30th to January 7th. We kindly request an extension of the timer for the complaint so that we can provide assistance.

Thank you.

Hello Jacko138,

Unfortunately, there is nowhere in the communication mentioned that you want self-exclusion or you have any gambling problems/addiction. In such cases your account is just blocked as explained above and you may reopen it anytime.

Dear Megapari Casino, is there any way you can self-exclude the player so he can never reopen it even when requesting and taking full responsibility of it?

I asked for my account to be closed permanently. I was told it was. To be offered a reward if I reopen and be active again is disgusting. The fact yous think this is acceptable is also disgusting. These people are rats/vultures that sadly are the ones who have a duty of care to there customers but choose to keep sucking. I will go further. Shame on yous also, yous have a duty of care. When I was told my account was closed permanently it was a relief and a weight lifted off my shoulder. Look its clear to see who's side you are on. I have already taken legal advice. Do your job and help people take on these monsters who make peoples lives hell!!!

Dear all,

We have reviewed the case once again, and here is our contribution:

The player's account was closed on December 28th upon his request. The player did not provide any substantial reason for the account closure, except for his desire to do so. After some time, the player returned to us, asking to reopen the account and confirming that he takes full responsibility for that decision.

In response to Nick's question, we can close an account without a specific reason for a lifetime. This means that our colleagues are notified that a particular account cannot be reopened, even at the player's request.

Regarding the player's last message in the complaint, we sincerely do not see any grounds for these accusations. As a reputational manager, I can only see a conversation between the player and the MegaPari team regarding bonuses and the customer's dissatisfaction with their number or amount. We assume that this dissatisfaction led to the customer's desire to close their account.

Anyway, we have received another request from the customer asking for account reopening. Dear Nick, it becomes a bit complicated here as we are unable to determine the customer's true intentions. Kindly assist us with the case. 🙂

This the exact reason yous are horrible. Yous messaged me saying that my account was closed permanently.You can clearly see on the 29/11/23 I was told that my account was closed permanently. Look at the screenshots that i have attached. Are you actually proud of the way your agent acted here. Be honest. When you told me my account was closed permanently on the 29//11/23. I should be able to trust that this will be respected. Yous have completely let your customer down and neglected your duty of care to the customer. This is obviously going kowhere. I want to take legal action. Can anyone advise me with the correct governinng body to contact?

Dear Jacke, I sincerely don't get it. Kindly elaborate why you request the refund for the account closure and request the account reopening at the same time?

Hello Jacko138,

The case was no longer regarding the refund as you are not entitled for it as you never did request for a self-exclusion and as stated above, account closure may be lifted of on player's request. Our last request from the casino was to make it impossible for you to reopen your account which they states won't do again.

Based on the above stated facts, we will be now closing the complaint as the casino did everything according to their terms and rules.

Best regards,

Nick