Megapari Casino - El jugador busca ayuda después de tener problemas con el juego.

Hello, I was free from gambling for 1 year and recently completed a 9-week gambling addiction program (finished in October 2024).

I started receiving a lot of gambling advertising and fell into the trap. I lost money at Megapari. After a while, I became depressed and anxious, so I wrote to them in the chat: "I am addicted to gambling, please block me." I was directed to send an email.

The anxiety grew, so I threatened to take my life, I swore at them, but they directed me to email.

I was strong enough to send an email, writing that I am addicted. Then I had to submit documents, which gave me more anxiety.

I said I need help, that I would gamble away money! But still, I sent the documents, which apparently were wrong! I cried and wanted to end my life, the anxiety grew... I chose to gamble more and more. Lost another 20,000kr! I asked them for help again!! Asked for a refund as I admitted my gambling addiction, and I can prove that I am actually sick! They just advised me to send the correct documents.

Not once did they ask how I am feeling or what I can do about it. I am writing here with the help of my brother, who is here for me.

Hej, jag var spelfri i 1år och gick nyligen ett program för spelmissbruk i 9v (avslutades i oktober 2024)

jag började få massa reklam om spel och gick in i fällan. Jag spelade bort pengar hos Megapari. Efter ett tag blev jag deprimerad och fick ångest så jag skrev till dem på chatten. "Jag är beroende av spel snälla spärra av mig". Jag blev hänvisad till att skicka ett mail.

ångesten växte, så jag hotade att ta mitt liv, jag svor till dem men dem hänvisade mig till Mail.

jag va stark nog att skicka ett mail och skrev att jag har ett beroende. Då behövde jag skicka in dokument vilket gav mig mer ångest.

Jag sa att jag behöver hjälp, att jag kommer spela bort pengar! Men ändå skickade jag dokument, som tydligen var fel! Jag grät och vill ta mitt liv, ångesten växte… Jag valde att spela mer och mer. Förlorade ytterligare 20.000kr! Jag bad dem om hjälp igen!! Bad om återbetalning då jag faktiskt erkände mitt spelberoende och jag kan bevisa att jag faktiskt är sjuk! Dem hänvisa mig bara till att skicka rätt dokument.

inte en enda gång frågade dem hur jag mår vad jag kan göra åt saken. Jag skriver här med hjälp av min bror som finns här för mig.

Dear JesselitoK, 

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 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 a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino, along with the casino's replies? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I had submitted the wrong documents according to them. I submitted documents that prove my name is Jesper K. and I live at the same address.

They didn't accept the screenshot. This is something a sick person like me can't handle at that time.

Then they asked me to send documents that I had done when I verified my account. But I had not done such a verification so I absolutely did not understand what they meant.

They allowed me to make deposits and play even though I said I was sick and wanted to take my life and swore at them

Jag hade skickat in fel dokument enligt dem. Jag skickade in dokument som bevisar att jag heter Jesper K. och bor på samma adress.

dem accepterade inte screenshoot. Detta kan inte en sjuk person som jag hantera vid det tillfället.

sen bad dem mig skicka dokument som jag har gjort när jag verifierande mitt konto. Men jag hade inte gjort en sån verifiering så jag fattade absolut inte vad dem menade.

dem tilllät mig göra insättningar och spela trots att jag sa att jag var sjuk och ville ta mitt liv och svor till dem

Hello!

We are disheartened to hear about your unsatisfactory experience with us, and we sincerely apologize for any inconvenience caused. Rest assured, our team is diligently investigating your case with the utmost priority, working towards a swift resolution. Your patience is greatly appreciated, and we will ensure to keep you informed of our progress.

I Will write instead of my brother and… Are you joking??! You made my brother want to kill himself!!! I got heard that he played AGAIN for 1000 euro yesterday!

Today i sent pictures of his ID to you but AGAIN You Said its wrong email. I dont even want to know How my brother feelt When he was trying to get help but you just said "send this send that"!!!

my brother played for 2000 euro AFTER he told you he is SICK AND ADDICTED in gambling!!

Now many days later he played again!!!! How can you let him do this??!!! Giv him Fuc*ing refund! You are Maffia and are happy for people that are sick!!

You even told him: " When you open an account with us you told you are not addicted"…. Ofcourse not!!! But then he told you!!!

Thank you very much, JesselitoK, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

How is everything going? Yesterday the company confirmed that I am permanently blocked. I tried opening a new account with the same information about me. Same name and address and phone number… Jsg lost another 500kr… What the hell is going on?

Hur går det med allt? Igår bekräftade bolaget att jag är permanent blockad. Jag testade öppna nytt konto med samma information om mig. Samma namn och adress och telefonnummer… Jsg förlorade ytterligare 500kr… Fan händer?

Dear JesselitoK,

I’m Kubo, and I will be taking care of your complaint moving forward. If there have been any new updates regarding this case since the last information was provided, please feel free to let me know.

I would also like to invite the Megapari Casino representatives to rejoin this discussion and provide any available information that may help resolve this issue.

Dear Megapari Casino,

Have you had a chance to review the case? Could you please provide detailed information regarding the matter and explain why the player's account was not closed after their request to self-exclude due to a gambling problem? Additionally, could you please respond to the player’s last post and clarify how they were able to open a new account using the same email address and phone number as the previously self-excluded account?

Thank you in advance for your response!

Best Regards,

Kubo

I want them to answer why nothing was done even though I threatened to commit suicide!

They demanded a lot of documentation and when I finally sent everything they asked if I was sure?!! So they wonder if I'm sure to shut myself off AFTER I wanted to commit suicide, my brother took the case on my behalf and even asked them for help!! How can you delay everything further??

then I created a new account the other day and played for 50 euros!! I wanted to test if it was possible to open it to make sure that the account is blocked. I filled in the correct information about myself. The correct name, social security number and telephone number. The correct address, everything. But I changed the email. But it shouldn't be that easy to create a new account with a new email??!! So I played away another 50 euros!! I demand a refund! This is scandalous and without my family I wouldn't be alive today. Because of the gambling company!!

Jag vill att dem svarar på varför inget gjordes trots att jag hotade att ta självmord!

Dem krävde massa dokumentation och när jag till slut skickade allt så frågar dem om jag är säker?!! Dem undrar alltså om jag är säker på att stänga av mig Själv EFTER att jag ville ta självmord, min bror tog ärendet åt mig och bad dem även om hjälp!! Hur kan man fördröja allt ytterligare??

sen skapade jag ett nytt konto häromdagen och spelade för 50 euro!! Jag ville testa om det gick att öppna för att försäkra mig om att kontot är blockad. Jag fyllde i rätt information om mig. Rätt namn, personnummer och telefonnummer. Rätt adress ,allt. Men email ändrade jag. Men det ska inte kunna vara så lätt att skapa nytt konto med ny mail??!! Så jag spelade bort 50 euro till!! Jag kräver återbetalning! Detta är skandal och utan min familj hade jag inte levt idag. På grund av spelbolaget!!

Dear Kubo and Veronika.

We have sent an email in your mailboxs. Please check it as soon as possible

Megaperi, you have nothing to offer! You scum!

When I threatened to kill myself, I got the same ice-cold response: Send documents!

A person who is addicted to gambling is not completely healthy, understand that!

When I finally manage to send documents, you wonder if I'm sure?! How the hell can you ask such a question?!

You have nothing to show! Even after my documents were sent and I received confirmation that everything was okay, my account was open and I was playing!

After your absurd email "are you sure" I was still playing. You're scum that's what you are!

I demand a refund. You live off sick people's money!

I also have proof that I am sick, that I had completed a 9-week program in September-October 2024.

none of which you wanted to share!

Megaperi ni har inget att komma med! Era smuts!

När jag hotade mig till livet fick jag samma iskalla svar: Skicka dokument!

En person som är spelberoende är inte helt frisk, förstå det!

när jag äntligen orka skicka dokument så undrar ni om jag är säker?! Hur fan kan man ställa en sån fråga?!

Ni har inget att komma med! Även efter mina dokument skickades och jag fick bekräftelse att allt var okej så var mitt konto öppet och jag spelade!

Efter ert absurda mail "är du säker" så spelade jag fortfarande. Smuts det är vad ni är!

Jag kräver en återbetalning. Ni lever på sjuka människors pengar!

jag har även bevis på att jag är sjuk, på att jag hade gått ett program på 9v i september-oktober 2024.

inget av det ville ni ta del av!

So this is your answer?!!

Hello!

We are disheartened to hear about your unsatisfactory experience with us, and we sincerely apologize for any inconvenience caused. Rest assured, our team is diligently investigating your case with the utmost priority, working towards a swift resolution. Your patience is greatly appreciated, and we will ensure to keep you informed of our progress.

Im addicted in gambling and you COUDNT close my account before i sent some documents?! I wanted to kill myself but you still needed the documents?!!

When everything finally was over i tryied to reopen the account to Check!! And yes, it went wine. I started to play again and won…. same day you closed my account directly without any documents! Now you could do it?! 

Dear JesselitoK,

The casino has explained that they require specific documents to proceed with the suspension of your account, as per their platform rules. They have expressed their inability to take further action without these documents.

I have shared our perspective with the casino, highlighting the importance of prioritizing harm prevention when players disclose gambling problems. We believe that casinos should suspend or restrict accounts in such situations, even if the verification process is ongoing, to prevent further harm.

While the casino has acknowledged their current policy, we remain committed to advocating for a more responsible approach.

I am currently awaiting their response to these claims and will update you as soon as there is further progress.

Thank you for your patience.

Okay, thanks!

Okej tack!

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.

The idiots let me open new accounts all the time. I know I have a responsibility! But how can I help myself/get help when I can open account after account!

Their reference is: "don't do accounts then"... No other companies are like this! If you block yourself, you can't create new ones. I lose money every day in this disgusting company and don't get help!!

Idioterna låter mig öppna nya konton hela tiden. Jag har ett ansvar jag vet! Men hur ska jag kunna hjälpa mig själv/få hjälp när det går att öppna konto efter konto!

deras hänvisning är: "ska inte konton då"….. Inga andra bolag är på detta vis! Blockar man sig så kan du inte skapa nytt. Jag förlorar pengar varje dag i detta äckliga bolag och får inte hjälp!!

Hello! We have written email. Kubo, please check the mailbox

After all this, I have lost more than 50,000 SEK (about 5,000 euros)!!

I just had to create a new account with the same NAME ADDRESS PERSONAL NUMBER PHONE NUMBER!!

How the hell can this be allowed?!

How can I not get a refund on this? Support knows this but ignores it. MegaPari has ruined my life and I demand a refund

Jag har efter allt detta förlorat mer än 50.000kr (ca 5000 euro)!!

jag har bara behövt skapa nytt konto med samma NAMN ADRESS PERSONNUMMER TELEFONNUMMER!!

hur fan kan detta tillåtas?!

hur kan jag inte få återbetalning på detta? Supporten vet detta men struntar i. MegaPari har förstört mitt liv och jag kräver en återbetalning

Dear Megapari Casino,

Please note that the only email I received from you was dated January 15. I responded on January 22 but have yet to receive a reply. Could you please try resending the email?

Additionally, could you clarify how the player was able to register another account using the same credentials?

Looking forward to your response.

Hello, Kubo! We have sent it one more time. Please check your mailbox

Dear Megapari Casino,

Thank you for your email. However, I believe the issue is the opposite, and it seems that you are not receiving my emails. Let me share the text of the email I sent to you on January 22:

Unfortunately, we find that your platform's rules regarding self-exclusion and responsible gambling policies do not fully align with our perspective on the matter. While we acknowledge the importance of completing the verification process when closing a player’s account, we firmly believe that verification should not be used as a justification for inaction, especially when a player has disclosed a gambling problem.

In such cases, we feel that casinos genuinely committed to responsible gambling should prioritize harm prevention over procedural requirements. Specifically, we advocate for a proactive approach in which casinos temporarily suspend a player’s account as soon as the self-exclusion request or disclosure of a gambling problem is received, even while verification is ongoing.

This temporary suspension would prevent further deposits, gameplay, and transactions, effectively mitigating risks to the player during this period. The account can then be locked immediately while the verification process is finalized. This approach ensures the player’s balance remains secure, pending withdrawals are protected, and no further harm is caused, all while allowing the casino to complete the necessary steps.

By taking swift action in these situations, casinos can demonstrate a true commitment to responsible gambling, balancing player welfare with operational requirements.

Thank you for considering our perspective, and we’d be happy to discuss this further.

Since the initial request to close the player's account was submitted on January 1, 2025, we believe the account should have been restricted within a reasonable timeframe, even though the verification process was not completed. This would have prevented further gambling harm to a player who explicitly expressed a gambling problem and requested account closure.

The process of account closure was delayed until January 10, 2025, when the player submitted the necessary documents. Following that, the account was closed within a reasonable timeframe. We strongly believe that the player, who requested account closure due to a gambling problem, should be protected from further losses according to responsible gambling and self-exclusion policies.

Therefore, the player should be eligible for a refund of any funds deposited and lost after his self-exclusion request.

I look forward to your response.

I also have proof that my family has broken up. We recently had a crisis meeting where my parents, siblings, and in-laws participated. My life has not been the same. The fact that I gambled away money is my responsibility. However, the fact that I BEG for help, literally BEG for help, is something completely different. I have a meeting with a psychologist on Tuesday, and as previously mentioned, I have also taken a 9-week course for gambling addiction. As previously mentioned, I have also gambled away more money when I wanted to make sure that I could not create an account, but I managed to create an account with the same information and gambled away money.

I now have to sell my apartment as I have gambled away the remaining deposit (5%) of the apartment.

My life is ruined and I wish more than anything else that you could help me get my joy and life back.

In the end, it's not about the amount of money, it's about the game.

Jag har även bevis på att min familj har splittrats. Vi hade nyligen ett krismöte där mina föräldrar, syskon, svågrar deltog. Mitt liv har inte sett detsamma ut. Att jag spelade bort pengar är mitt ansvar. Att jag däremot BAD om hjälp, bokstavligen BAD om hjälp är något helt annat. Jag har på tisdag möte med psykolog, jag har även som tidigare nämnt gått en kurs på 9v för beroende för spel. Jag har även som jag tidigare nämnt spelat bort ytterlige pengar då jag ville säkerhetsställa att jag inte kunde skapa ett konto lyckades skapa ett konto med samma information och spelade bort pengar.

jag måste nu sälja min lägenhet då jag spelat bort kvarvarande deposition (5%) av lägenheten.

mitt liv är förstörd och jag önskar mer än allt annat att ni kan hjälpa mig få tillbaka glädjen och livet.

i slutändan handlar det inte om summan pengar, det handlar om spelandet.

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.

Of course they don't answer!! There must be another way than just "influencing" the casino...

This can't be okay. They've ruined my life!!

They let me play even though I told them to! My life is ruined, my family is not well either. What the hell is wrong with them?!!

Självklart svarar dem inte!! Det måste finnas annat sätt än att bara "påverka" casinot…

Detta kan inte vara okej. Dem har förstört mitt liv!!

Dem tillät mig spela fast jag sa till dem! Mitt liv är förstört, min familj mår inte bra heller. Fan är det för fel på dem?!!

They completely give a shit about you! They have ruined my life and everyone around me!!

I have also had problems with Paripesa casino, which promised me a refund but changed its mind immediately afterwards.

This company is supposed to be more serious according to reviews but they are not!!!

WHY won't they help me and give me a refund???? I did my best not to gamble!!!

Dem skiter fullständigt i er! Dem har förstört mitt liv och alla runt mig!!

jag har haft problem även med Paripesa casino som lovade mig återbetalning men ändrade sig direkt efter.

detta företag ska enligt recensioner vara mer seriösa men det är dem inte!!!

VARFÖR vill dem inte hjälpa mig och ge mig återbetalning???? Jag gjorde mitt bästa för att inte spela!!!

Hello, Kubo!

We have conducted an investigation and sent the results to you via email. Please check your inbox.

If you have any additional questions regarding this situation, we will be happy to assist you.

"Investigation" Paripesa who are less serious than you have apparently changed their minds again and will give me a refund!! You are so unserious that it is scary

"Utredning" Paripesa som är mindre seriösa än er har tydligen ändrat sig igen och kommer ge mig återbetalning!! Ni är så oseriösa att det är skrämmande

Dear JesselitoK,

I would like to inform you that external discussions with the casino representative are still ongoing. I will update you as soon as I have any new information.

Thank you for your patience.

How can this take so long?? I feel sick about all this. How can they not even see the problem??

Hur kan detta ta så lång tid?? Jag mår illa av allt det här. Hur kan dem ens inte se problemet??

Good day,

we are still in communication with Casino Guru representatives regarding this case study. 

Dear JesselitoK,

After a thorough review of your case and discussions with Megapari Casino representatives, I would like to share the outcome of our investigation.

Based on the evidence gathered, it has been confirmed that during the period between your self-exclusion request and the account closure, you were able to access and successfully withdraw your positive balance. In fact, you withdrew not only the entire amount you had deposited but also an additional amount exceeding 7,000 SEK.

Given that your deposits have been fully recovered along with a substantial profit, there is no valid basis for your complaint, and you are not eligible for any further refund.

For this reason, we must consider your complaint unjustified and, therefore, reject it.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

As part of our Global Self-Exclusion Initiative, we’ve partnered with Bet Blocker, a UK-registered charity offering a free tool to help individuals manage their gambling habits. Bet Blocker enables users to block access to approximately 89,000 gambling websites across multiple devices.

The installation process is quick (just 2 minutes) and the tool operates quietly in the background, ensuring minimal disruption. It supports seven languages and offers complete anonymity, allowing individuals to restrict access to gambling sites entirely or only during vulnerable periods.

For more information, please visit:

• Global Self-Exclusion Initiative
• Bet Blocker Website

Please note: Bet Blocker also restricts access to gambling-related information sites, including Casino Guru. If you plan to use our site for ongoing complaints or resources, make sure this option is unchecked during setup.

If you are struggling with gambling addiction, reaching out to someone and seeking professional help can be a crucial step toward recovery.

Based on your location, here’s a list of Problem Gambling Help Centers near you (link here). These centers offer free or low-cost services, including counseling, 24/7 helplines, and practical advice to help manage gambling behavior. If you feel ready, reaching out to one of these organizations could make a significant difference.

Best Regards,

Kubo