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

Dear CasinoGuru,

Recently I have been playing at MegaRush Casino.

I am a compulsive problem gambler and on July 27 2021, I have contacted livechat and started telling them about my problem gambling.

Sadly they did not lock my account and today I have been able to lose 900eur to MegaRush buying sweet bonanza bonus buys, rtp is also nowhere near as advertised.

I believe after telling them I lost 50k in livechat and I want to kill myself they should have immediately locked my account. If they would have I would have not been able to lose another 900 eur.

Please help me I have made a screenshot of the live chat

Dear Joeri,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found https://www.megarush.com/en/?modal=%2Fen%2Fresponsible-gaming:

„STOP PLAYING COMPLETELY

Self-exclusion allows you to take a break from gambling if it becomes something else other than fun and entertainment. During the chosen period, all online accounts that you hold with ML Entertainment Holding Ltd will be subject to your self-exclusion request. This facility is available online here when logged in or by contacting our Customer Service team.

During this period we will not send you any marketing material and we cannot accept any deposits or bets.

Once the self-exclusion period has expired, your accounts are re-opened automatically."

Have you sent your request to support@megarush.com too?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Joeri,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.