Megapari Casino - Player's self-exclusion requests are ignored.

Players' requests for self-exclusion are being ignored. For over a week now, I've been trying to self-exclude, and nothing has been done. All they do is offer bonuses, encouraging continued gambling. The casino has not provided any response, and my mental health has deteriorated drastically.

Dear erickpowcam93,

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 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 the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the self-exclusion requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hello there, dear erickpowcam93 and the CasinoGuru team!

Our team is currently investigating the matter and is committed to resolving it as quickly as possible. We understand the importance of this issue to you and appreciate your patience during this process.

Hello Kristina.

I will send you an email right now with screenshots of the emails I sent, for a week or more they have not wanted to block my account for self-exclusion, I have a gambling addiction and clearly the casino is not interested, they only give me bonuses and that is not Help me.

Megapari casino is clearly not interested in self-excluding addicted players with problems, they never want to lose and they are going to squeeze the last bit out of the player, stimulating by giving away bonuses and sweetening the ear with promotional emails that encourage betting on events or promotions... The amount I request is to compensate for the lack of tact in the situation of a player with addiction, of taking more than 1 week to not want to close the account, I lost everything, I want a solution and reach the requested agreement, it cannot be that in the face of a case of addiction the company took so long

They already closed my Megapari account, after 11 days of the initial request... at that time due to my addiction, and out of desperation that they would not close it, I continued putting money in more than 500,000ars, and clearly losing everything due to anxiety and my addiction, no one answers and I want a resolution

Thank you very much, erickpowcam93, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Thank you very much for your attention, Kristina.

All the best.

Hello erickpowcam93,

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.

I would like to request the presence of a representative from the casino in this conversation.

Dear Megapari Casino,

Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear erickpowcam93,

First and foremost, we sincerely apologize for the difficulties you experienced with the self-exclusion process. We understand how important this matter is and appreciate your patience as we investigate and resolve the issue.

Upon thoroughly reviewing all the information and our email correspondence with you, we would like to clarify the situation. On an earlier date, you initially requested to close your account without mentioning any gambling addiction. However, you later decided to cancel your request and continued to play on our platform.

On the night of the 17th to the 18th, you contacted us again to close your account, this time mentioning your gambling addiction. As soon as we received your email stating that you have a tendency toward gambling addiction, we immediately initiated the process to block your account. Your account was subsequently blocked on the afternoon of June 19th due to your stated gambling addiction.

We believe this prompt action demonstrates our commitment to responsible gambling and the well-being of our players.

Thank you for your understanding.

Best regards,

MegaPari Team

From the first moment that a player URGENTLY REQUESTS the blocking of the account, and self-exclusion, it is because he has problems with the game... I requested, you gave me a bonus so that I can continue betting... and putting every last cent in the account...already in said period of having requested the block...and finally, I DID NOT REQUEST A BONUS, I JUST WANTED THE BLOCK, all casinos have instant self-exclusion (blocking)..

If megapari casino had acted seriously and responsibly, my account would have been blocked on the day I requested.

Beyond everything, I believe that the support and employees of the "Megapari" casino are not really adequately trained for these cases as important, and as serious as the addictions that the casino itself causes.

Dear erickpowcam93,

We sincerely apologize for any distress and inconvenience you have experienced during this process. We understand the critical nature of self-exclusion requests and are committed to responsible gambling.

As Kristina mentioned, closing an account and self-exclusion are different processes. You simply requested an account closure, which can happen for various reasons. Closing an account can be easily reversed, whereas self-exclusion is a serious measure that ensures the account remains closed, especially for individuals with gambling addiction.

Regarding the bonus, you initially requested to close your account without mentioning any gambling addiction and later agreed to accept the bonus, thus choosing to continue playing. However, once you explicitly mentioned your gambling addiction on the night of the 17th to the 18th, we promptly initiated the self-exclusion process. Your account was subsequently blocked on the afternoon of June 19th.

We believe this prompt action demonstrates our commitment to responsible gambling and the well-being of our players. We regret any misunderstanding or distress caused by the initial handling of your request. Our team is continuously working to improve our processes and training to better handle such critical cases.

Dear CasinoGuru Team,

We kindly request that you consider the actions we have taken in response to erickpowcam93’s request. We believe this complaint is unfounded and should be closed.

Thank you for your understanding and cooperation.

Best regards,

MegaPari Team

I in the support chat, and the telegram support initially requested help to close and self-exclude from the casino, because I had lost a lot of money... They took more than 24 hours to respond and told me that these requests are only made by email block@megapari.com ...There I started the request, I just wanted to self-exclude and close the account, if the player asks for it it is for the reason of self-exclusion, because they needed help... if I really just wanted to close it because I got bored, I just logged out and that's it, but the problem It's serious, and it took you more than 10 days to block the account... You only did it because I started this complaint.

Likewise, I see that they still do not take responsibility for not having trained personnel, all the casinos block their accounts in less than 24 hours and megapari is the only one that delays, they give you bonuses so that you continue betting and losing everything, they squeeze the player with problems until the last one, of course.. "the casino never loses", for now I am in the process of requesting a refund through support@megapari.com

Dear erickpowcam93,

Could you send me once again screenshots of all of the emails you have sent to the casino? Please, send everything to michal.v@casino.guru. I will be looking forward to your reply.

Of course Michal, right now I'm sending you an email with all the screenshots of the emails... in which you see the request to block the account, I express my emotional situation and they proceed to stimulate with bonuses.

Thank you so much.

Dear erickpowcam93,

Thank you for the email. Could you tell me exactly how long did the whole self-exclusion process take?

Of course Michal! I started the account blocking request process on June 12, 2024, and it took 9/10 days to block the account, at that time I lost almost 1 million pesos... in the process they did nothing but give me bonuses to encourage continuing betting

Dear Megapari Casino,

It was established that you received the proper self-exclusion request on the 17th of June, however, did you not consider the player's previous comments about his well-being as a sufficient reason for self-exclusion?

They did not consider anything... every casino when mentioning a blocking request due to problems, and feelings of depression, sadness and desire to lose life (however you mention them) instantly block the account and also block the email so as not to create the account again .. they are not trained for these serious situations and they downplay the importance... I formally requested a refund through the casino support email and they do not take care of anything either... since I requested the blocks for the reasons mentioned, I continued putting money in and betting on anything out of desperation (and clearly losing a lot of money)

Dear Michal,

Thank you for your message.

On June 10th, the player contacted support with a desire to block his account due to not winning, stating, "I need to leave forever from this disgusting application, I lost millions of pesos and I don't want to be here ever again." As account blocking is managed by another department, our support team directed him to block@megapari.com.

On the same day, the player emailed us with a request to block his account, saying, "Please, I need you to block my account, I have lost more than 3 million pesos and I no longer want to play on your pages, or anything else." While the player expressed frustration over his losses, he did not mention being unable to stop playing or that gambling was destroying his life. So we don't think it's accurate to treat this message as a statement of addiction. Following this message, the player decided to continue using the platform.

The next contact from the player was on June 13th, with a similar request. Again, he decided to remain on the platform.

On June 17th, the player informed our team that gambling had ruined his life, mentioning his depression and job loss. Upon receiving this information, our team immediately began the process of blocking his account, recognizing the seriousness of his gambling addiction. The account was fully blocked on June 19th.

We are committed to responsible gambling and take such matters very seriously. We regret any distress caused by the initial handling of his request and are continuously working to improve our processes and training to handle critical cases more effectively.

Thank you for your understanding.

Best regards,

MegaPari Team

If I make so many requests to close the account, it is for the reason that I cannot control the addiction to my disease... however, you Megapari casino, added coupons to encourage me to bet and continue until I lose everything... am I angry? Of course yes... from the first email, if they blocked the account, everything else would not have happened... that is why I requested help on this website to recover.

Dear erickpowcam93,

I have to inform you that we think the casino has proceeded correctly. As soon as they have been informed about your gambling addiction (the gambling addiction was cited in one of your emails), they closed your account within 2 days. The important thing in these cases is clearly stating to the casino that you wish to self-exclude yourself due to gambling addiction, so your intentions are undeniable. Sending multiple emails without a concrete statement that you suffer from gambling addiction was only confusing in this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.