The player from Spain had struggled to close his account in the casino, as his requests for self-exclusion were overlooked. The player had also made claims of losing €3,500 due to the casino's failure to act on his self-exclusion request. Despite multiple communications, the casino maintained that they had acted appropriately by eventually closing the account, citing open bets and the player's continued engagement with the platform as reasons for the delay. The player refuted these claims, arguing that he continued to play because his self-exclusion request was not acted upon. The complaint team believed that the casino could have handled the situation better, especially considering the player's declared gambling addiction. The case was marked as 'unresolved' as the casino team had made their final decision, refusing to refund the player's losses. Later, the casino decided to make an agreement with the player and the case was resolved.
Megapari Casino - Player's requests to self-exclude are overlooked.
Amount: €3,000
Megapari Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I am addicted to the game. On Saturday the 8th of April I opened an account at megapari, I played a bit and on Sunday the 9th I requested the closure of my account explaining my gambling problems.
It's been over 10 days and (after countless emails and chat requests) my account is still open. When contacting the casino, they make excuses and offer me bonuses, they say it will close in a few days (but I keep losing a lot of money).
The surprising thing is that they are extraordinarily effective and quick to solve any other problem.
Dear juliobit8,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Megapari Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please forward the original request for self-exclusion you sent to the casino to my email address at tomas@casino.guru?
- Could you please explain what the disputed amount (€3,500) represents in this case?
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,
Tomas
Hello Tomas.
I have sent you three emails with conversations with different casino operators (I have many more). In them you can see how instead of closing my account they offer me bonuses and give me long.
Thank you
Dear Julio and the CasiniGuru team,
We as a complaint department has made ourselves familiar with the case and we are deeply concerned with its flow. I would like to clarify that as soon as we were made aware of the user's request, we took immediate action and disabled their account. However, I acknowledge that there were some issues that arose during this process that led to delays in blocking the account.
Upon conducting a thorough investigation, I found that the initial request for account closure was transferred to the security team, but due to some open bets, we were unable to close the account immediately. It means that in case of winning, we will be obliged to pay for them but as the player has stated gambling addiction - the winnings would be locked on the account without further option to reopen it. The player has contacted us on this matter as well.
I observed that the team and the user engaged in frequent communication, discussing various matters such as bonuses, withdrawals, and system errors. Essentially, they were having a typical conversation about general requests. However, the player subsequently requested an immediate account closure but did so in a series of emails containing inappropriate and offensive language. As these emails were harmful and insulting to our team, our managers were not obligated to process the requests, and the final request was not forwarded to the security team. Despite this, upon reviewing the complaint, which was written in a respectful and well-structured manner, I promptly instructed the team to close the case and contacted the security department to immediately block the account without any further delay.
All in all, I will conduct an investigation with the team to get a proper understanding of exact workflows that they follow in each situation that has come up in this case. I have some concerns that our managers may not be adequately trained to manage such situations, and therefore, I will devote additional resources to develop a standardized and effective approach for handling any requests related to self-exclusion in future.
I would like to make 2 things clear:
- the "inappropriate and offensive" language occurred when, on the sixth day of my closure request, I was given excuses for not closing my account. I would like to see how you would act if you were losing an average of 500 euros a day and still do not close the account.
- I NEVER REQUESTED ANY BONUSES, I simply accepted the ones that were offered to me while my account was not closed.
Thank you
If megapari had acted seriously, professionally and responsibly (as it manages any other problem), it would have self-excluded the account at the time I requested it (or within 24 hours).
In this way, he would not have deposited 3,500 euros in the account, during the more than 10 days it took to do so
Last claim.
The megapari representative admits that his managers may not be "adequately trained to handle such situations."
In any company, in any sector, if an operator makes a mistake, the consequences must be assumed by the company itself and never by the client.
Thanks for the detailed explanation to both parties.
We believe that when self-exclusion is requested and gambling problem is given as the reason for this, the account should be closed as soon as possible.
juliobit8,
Did the casino refund the deposits you made after you requested a self-exclusion?
Hello Tomas.
Thanks for your reply.
No, the casino has not refunded the deposits made after the self-exclusion request explaining the problems with the game.
My first objective was to close the account, a fact that only occurred after filing a complaint with Casino guru and, later, claiming the deposits. Right now I send an email to support@megapari.comx to make a formal refund request (Tomás, I'll copy you).
Greetings and thank you.
Dear Julio and the CasinoGuru team,
- We want to clarify that the player's initial request for account closure was not overlooked. In fact, we took immediate action to process the request, but due to some open bets, we were unable to close the account immediately. Our security department cannot close an account while there are pending payments.
- Throughout our conversations with the player, we found Julio to be interested and patient about the platform operations. However, a little bit after that, our managers responsible for account closure received numerous insulting emails, which they are not obligated to process. This type of behavior is unacceptable and goes against our policy of providing a safe and respectful environment for our players.
- We want to emphasize that the account is now fully disabled, and we have taken all necessary measures to ensure that the player cannot access our platform. Additionally, we must point out that Julio not only played after the first request for closure, which is understandable, but also made over 30 successful withdrawals from 9th April until the account closure.
Our experience and the analytics of our players' behavior show that addicted players typically take a break from using the platform for a while, whether it be an hour, few hours, or days. Julio continued use of the platform, conversation with our managers, application of bonuses, and ultimately, successful withdrawals.
You pretend to be a serious casino and you are not capable of admitting and correcting errors as serious as this (in the first message, the Megapari representative doubts the ability of its workers to manage certain issues).
I am not surprised by Megapari's response given that, from what I have been able to read on this and other platforms, their commitment to responsible gambling is nil, and the emotional health of customers is of little importance.
The arguments that it manifests are very poor (I will refute them briefly)
- Do you really want to make believe that in 10 days there was no time to close the account? There were many times when there were no pending payments. Both withdrawals and deposits are automatic (no more than 10 min) and my bets were on roulette (instantaneous) and live football matches (resolution in less than an hour). In addition to the fact that, despite my addiction, I did not spend 24 hours a day gambling. Also, I find it very curious that you solve any problem super quickly and it takes you more than 10 days to self-exclude an account of a client with problems (when I complained to casino guru, it took you exactly 30 minutes to close it). On more than one occasion, I requested that they block my deposits until they closed my account, to which they replied that it was impossible to do that.
- Those insulting emails are the fruit of desperation. The emails of the first days are polite and respectful and you didn't pay attention either.
- This is the poorest argument. I made 30 withdrawals but I also made more than 50 deposits. To be clear, from the moment of requesting self-exclusion I deposited 12,100 euros in 10 days and withdrew 8,550 (loss of 3,550 euros). But the really important thing is THAT THERE SHOULD BE NO DEPOSIT OR WITHDRAWAL BECAUSE I DID NOT WANT TO PLAY, I WANTED TO EXCLUDE MYSELF SINCE APRIL 9 (ACCOUNT CLOSED ON 19)
I only hope that, if Megapari finally does not agree to return the deposits, Casino guru will considerably lower the valuation of this casino that ignores such an important aspect as gambling addiction (as long as they continue to enter it does not matter to them). It is shameful
Dear Julio,
by saying that we are showing exactly the commitment to your case and our overall concern regarding the workflows to responsible gambling issues. We have examined the team on the topic of your case and trained them once more on the main points of dealing with self-closure situations.
That it takes you 10 days to close the account of an addicted person is bad, but that you are proud of how the case was handled is worse (as well as very worrying).
If the tools that Megapari has to protect its players against compulsive gambling are rendered useless if the player (addicted) continues gambling, it is shameful. (In addition to being suspicious, since the beneficiary of this situation is only the casino)
You could have: blocked deposits, limit them monthly, block the balance, cancel bets,...etc.
Thank you very much, juliobit8, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Thanks for your time, Thomas.
All the best.
Hello juliobit8,
I absolutely appreciate that you shared your experiences with the Casino Guru team.
Dear Megapari Casino team,
I can confirm that 10 days is quite a delayed closure. Usually, we accept a maximum of 3 days till the account is closed since the initial request from the player. The gambling problem is serious issue, player cannot control his actions and such account should be closed asap. May I kindly ask you to react? Are you willing to compensate the player, or is there any further information about why the player does not deserve it?
Dear Casino Guru team,
We would like to kindly request that you review the information shared in the previous thread to gain a comprehensive understanding of the points presented.
We would like to emphasize the following important aspects:
- The player's account has been completely closed as per their request.
- At the time of the request, the player had active bets on their account, which posed challenges in immediately disabling it. Our security department advised against disabling the account urgently to ensure that the funds would not become stuck.
- It is worth noting that the player has successfully made several withdrawals, suggesting that their situation may not be solely attributed to gambling addiction. As previously mentioned, the player's actions seem to stem from general disappointment in losses, as the requests for account closure, including harmful ones, were made only after losing bets.
- While the exact date for account closure is not explicitly stated in the MegaPari Terms and Conditions, our decisions are based on thorough analytics and common sense. It is in nobody's interest to have funds trapped in an account.
We would be more than willing to address any further inquiries you may have; however, we believe that this complaint should be closed since the request for account closure was not overlooked in any way.
None of these explanations justifies having the account of a person with problems open for 10 days.
Money from "successful withdrawals" was deposited over and over again (and more money).
You are not interested in admitting that you are doing wrong because it pays you to take advantage of addicted customers.
I JUST HOPE THAT, IF THIS COMPLAINT IS FINALLY LEFT UNRESOLVED, THE CASINO'S VALUATION WILL GO DOWN SO MUCH THAT IT WILL KEEP FUTURE PLAYERS AWAY.
you are very immoral
By the way, who tells you that you are wrong is not only me, but an experienced and impartial body.
If you really care about your customers, it is still a good time to reflect
Dear Megapari Casino team,
we are grateful for your cooperation. Unfortunately, we do not consider your process of self-exclusion as sufficient. When the player informs you about the gambling problem, the account should be closed asap. The problem gambler cannot control his actions, therefore keeping the account open leaves vulnerabilities. This situation could have been prevented. The simplest solution is to cancel the active bets, pay the rest of the balance in the account, and at the same time close the account. Therefore, I believe the player deserves at least compensation for deposits made after 3 days since his initial request (minus the withdrawn amounts during the whole period - compensation of the lost amounts).
Please, could you reevaluate your decision, or is it final?
I understand that the player's behaviour may seem not so serious, but he clearly informed you about the gambling problem there is nothing much that can be done. I am afraid that the decision of your Security department was not fully compliant with responsible gambling.
In the case of not taking into account the first 3 days (9,10 and 11) from the request, the amount in dispute would be 2950 euros. I attach a table of deposits and withdrawals broken down day by day (if necessary I can send the bank receipts).
Dear CasinoGuru team,
We genuinely value the support you provide to players, and we want to express our concerns about the possibility that our viewpoint may not be fully understood or heard in this matter. We have noticed that our arguments and perspective seem to be overlooked or not fully taken into account in this situation. It is essential to address cases where there may be differing viewpoints, as it is our observation that the CasinoGuru team may tend to absolve players of responsibility in such instances. We kindly request a fair consideration of our position to ensure a balanced assessment of the matter at hand.
As a company with four years of experience, we have developed a robust analytics system to understand and monitor player behavior. We also actively engage with cases related to gambling addiction, which allows us to navigate this sensitive topic. In the specific case at hand, our analysis suggests that the player does not exhibit the common characteristics associated with addicted gamblers. The numerous withdrawal requests indicate a certain level of awareness and self-control.
Furthermore, we would like to emphasize that while we recognize the significance of gambling addiction and the importance of self-exclusion measures, our terms and conditions do not specify an exact timing for account closure. Each case is treated on an individual basis, taking into account various factors. In fact, the behavior exhibited by addicted gamblers often differs from what we have observed in this particular instance. Additionally, it is worth to mention that the player had open bets in their account, further complicating the immediate closure process.
Rest assured that the account has been promptly closed, and we have not overlooked the player's request. We are actively collaborating with our quality assurance managers in the support department to address the case appropriately. We are also considering the possibility of introducing an exact time setting for account closures, although it is important to note that these discussions pertain to suggestions and not binding obligations, given that they are not currently outlined in our T&C.
YOU WANT TO JUSTIFY SOMETHING THAT HAS NO JUSTIFICATION
If on the 9th I ask you to close my account explaining that I have gambling problems, your duty is to close it (as soon as possible, not after 10 days). If I ask for closure, I DON'T WANT TO CONTINUE PLAYING
30+ withdrawals and 50+ deposits in 10 days are a clear sign of compulsive gambling. Maybe you should review your "robust analytics system to understand and monitor player behavior"
It is very good, looking to the future, that your control managers are thinking about actions to be established in the T&C, but that does not exempt you from the mistakes made in the case that is being dealt with now.
I HOPE CASINO GURU ESTABLISHES THE RATING YOU DESERVE
Dear juliobit8,
Thank you for your patience. I am going to extend the timer as my communication with the casino representative is not yet complete. I will inform you about the outcome very soon.
Hello Jozef.
Throughout these days and, as you recommended, I have been exchanging emails with the Megapari team to try to reach an agreement.
In a first email, Megapari asked me about my expectations for the resolution of the complaint. I have replied that I would like a refund of the losses caused by the delay in closing the account as stated by Casino Guru: "I believe that the player deserves at least compensation for deposits made after 3 days from their initial request (minus amounts withdrawn during the entire period, compensation for amounts lost)".
After several days waiting for the casino's response, they have responded to me today. They continue with the same arguments that they alleged in this thread ( we closed the account as soon as we could, nobody forced you to bet ( words verbatim, I can send you the emails so you can verify it). I think they are not aware of what an addiction to I play and that seems foolhardy to me.
As you understand, I am not going to have the same dispute through two channels (casino guru and emails). I would appreciate if from now on contact is through this page.
At this point, I believe that Casino Guru should take the measures it deems appropriate because I believe that Megapari is not going to recognize its error, it is not going to correct it, nor will it reimburse the losses (the only way for the complaint to be closed as resolved)
Thank you very much once again
I am attaching a screenshot in which a Megapari agent does not force me but encourages me to continue playing, knowing that an addict, when he loses the bonus, will continue betting.
Dear juliobit8,
Thank you for being patient. Your case was discussed in this thread, and I also spoke directly with the casino representative.
Regrettably, the casino team remains convinced that you are not a problem gambler based on your behavior after you informed them about your issue. They do not believe that a problem gambler would continue with deposits, withdrawals, and discuss bonuses.
However, the casino.guru team believes that the self-exclusion process for problem gamblers in Megapari casino is insufficient. When you informed the casino team about your gambling problem, they should have closed your account as soon as possible. Acknowledging and informing someone about such an issue is a difficult step, and it should not be evaluated. We believe that simply providing the information is enough.
Moreover, when there was a discussion about delayed self-exclusion and many losses, the casino representative encouraged you to play and offered you a bonus, indicating that their processes certainly need improvement.
Based on the above information, I believe your issue is justified, as the casino could have handled the situation better. Unfortunately, the casino team does not share our opinion, and their decision is final. Therefore, I am closing the case as 'unresolved.' Alternatively, you can file an official complaint with the licensing authority of the casino. I am happy to assist you with this; please reach me at the email address below. Please note that this complaint will affect their reputation on our website. Let me know if you have any questions or need further assistance.
Best regards, Jozef
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.
Hello All,
after reviewing the case we have decided to refund the disputed amount. We will await payment data from Julio to proceed with the refund.
Good morning.
I already notified Jozef (mail dated May 17) that the disputed amount was erroneous.
After requesting self-exclusion, the losses exceeded 3,500 euros. Casino Guru determined that the first three days should not be taken into account. If we subtract those days the amount is 2950 euros.
I can send Casino Guru the bank receipts that prove it
Dear juliobit8,
I requested your transaction history from the casino team. Please note that during that period (3 days from your request until your account was closed), you should not be able to lose but neither win. So if you managed to win and withdraw during that period, it should be deducted from the disputed amount. I am extending the timer by 7 days.
Yes, the amount of 2950 euros is discounted for 3 days and withdrawals (I repeat that I can send bank receipts whenever you want)
I just sent them to you.
Patience and thanks
Hello all.
We have received the documents and will review them for further investigation.
Dear Megapari Casino team,
Thank you for your cooperation. We will await your update.
We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.
I am extending the timer by 7 days. Please, let us know if you need more time.
Hello Jozef.
I have exchanged emails with the casino representative but we have not reached an agreement (they tell me that their decision is final)
They have reopened a complaint that they had lost to try to close it with abusive conditions.
I have tried to do my part and give up a large amount to close the dispute, but they do not agree.
I would appreciate it if you would update the amount in dispute to avoid future misunderstandings in case at some point they decide to reopen the case (if this happens, I anticipate that I will not forgive a single euro)
As always, thank you for your attention.
Dear all,
We have not reached a mutual agreement this time. Despite offering the player a 50% immediate refund, the offer was regrettably declined. At present, we are unable to accept any burgain as we support our initialy point of view.
We extend our gratitude to both parties involved for their time.
Accepting half of what is yours is very difficult (no matter how immediate it may be)
All the best
Dear all,
I apologize for the situation, but as the player has declined the casino offer, I have no choice but to close this case as unresolved once again. If either party decides to reconsider their decision, the case can be reopened at any time.
Kind regards, Jozef
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 juliobit8,
the casino informed us that the case was solved, please, could you confirm?
greetings.
Indeed, we have reached an agreement and the money is already in my account.
Thank you very much Jozef, without your help it would not have been possible.
a hug
Dear juliobit8,
I am very glad that we made it to a resolution. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, juliobit8, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards, Jozef
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