Megapari Casino - Jugador solicita el cierre de cuenta y reembolso después de la autoexclusión.

On 02/03/2025 I registered at this casino, from now on we started badly because previously with another email, they supposedly made permanent self-exclusion from my email, and any account with my personal data...

I was able to register, and on the same day, I regretted it... because I suffer from gambling addiction and I spoke to live support that I wanted to close my account explaining that I have gambling addiction problems with sports betting... they gave me an email to write to.

The next day, without even betting or recharging money, I sent an email explaining my addiction, they asked me to send my details and photos of my ID... and I did, days went by and no one responded, and the account continued... I had a relapse and out of anxiety and desperation, I entered 300,000ars, I bet them and lost... and my account is still open, when I asked for it to be closed... I need my account and my personal details to be permanently blocked forever, and for the deposited money of almost 300,000 ars to be returned to me, I have the emails, please help

El día 3/02/2025 me registre en este casino, desde ya empezamos mal porque anteriormente con otro correo, supuestamente hicieron autoexclusión permanente de mi correo, y cualquier cuenta con mis datos personales ..

Me pude registrar, y en el mismo día, me arrepentí.. porque sufro de ludopatía y hablé al soporte en vivo que quería cerrar mi cuenta explicando que tengo problemas de ludopatía con apuestas deportivas.. me pasaron un mail para escribir.

Al día siguiente sin si quiera apostar, no recargar dinero, envié correo explicando mi adicción, me pidieron que pase mis datos y fotos del DNI.. y yo lo hice, pasaron días y nadie respondió, y la cuenta seguía.. tuve una recaída y ante la ansiedad y desesperación, ingrese 300.000ars, los aposté y perdí.. y aún mo cuenta está abierta, cuando pedí por favor que me la cierren.. necesito que mi cuenta, y mis datos personales sean bloqueados permanente por siempre, y que me reintegren el dinero depositado de casi 300.000 ars, tengo los correos, por favor ayuda

Dear erickpowcam93,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify how you created a new account in this casino? Which credentials did you use? Have you used the same data as in your first account that has been permanently closed?

Could you kindly forward me the account closure request you sent to the casino along with the casino's reply? My email address is veronika.f@casino.guru.

Which payment method did you use to make a deposit into this casino? Have you used this payment method in your first account as well?

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

Best regards

Veronika

Good morning Veronika, I have already forwarded the messages to your email; I created an account with all my data exactly the same as another old account that I knew how to use, which was blocked for supposedly permanent self-exclusion... but I registered with my other personal email, I used all my data, I even contacted support and they told me that I could use it without any problem (violating the self-exclusion rights of the casino) I have already forwarded the entire conversation to you by email, expressing from the first email that I wanted it blocked due to my problems with betting... in 3 emails I expressed desperation and they still haven't done it... the account is still open... however, in addition, here below I leave the screenshots of the request for the live chat on the page. and the emails..

The deposit method I used this time was a deposit transfer through the Lemon app... which was a recharge with USDT, which is the only way it allowed... I made two deposits, and it let me play... that's why I'm making the claim... I'm attaching some more images here.

Buen dia Veronika, ya le reenvie a su correo los mensajes; me cree una cuenta con todos mis datos exactamente iguales a los de otra cuenta vieja que supe usar, la cual me bloquearon por autoexclusion permanente supuestamente.. pero me registre con mi otro correo personal, utilize todos mis datos, incluso me contacte con el soporte y me dijeron que podia usarla tranquilamente (violando los derechos de autoexclusion por parte del casino) ya te reenvie toda la conversacion por correo, expresando desde el primer correo que queria que la bloqueen por mis problemas con las apuestas.. en 3 correos exprese desesperacion y no lo hicieron aun.. la cuenta sigue abierta.. sin embargo ademas, aca abajo dejo las capturas tambien del pedido por el chat en vivo de la pagina. y los correos..

El metodo de deposito que utilice esta vez fue transferencia deposito por la aplicacion Lemon.. que fue una recarga con usdt que es la unica manera que dejaba.. hice dos depositos, y me dejo jugar.. es por eso que hago el reclamo.. te adjunto unas imagenes mas por aca.

Thank you very much, erickpowcam93, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Thank you very much, I hope for a resolution as soon as possible, thank you.

Muchas gracias, espero una resolución lo antes posible, gracias.

Hello erickpowcam93, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Megapari Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. In case of sensitive information, it can be sent to me directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

Good afternoon! We have responded to your email. If you have any additional questions, we will be happy to assist you.

Thank you for the response!

Dear erickpowcam93, could you please confirm the following:

• what e-mail address and mobile phone number have you used for registration on 02/03/2025
• is it correct that you have created this account on 02/03/2025 and on the same day asked the casino to close it, due to your gamblign addiction?
• at what date did you send the requested ID and at what date was said account actually closed?
• when did you deposit said 300,000?

Once I have this information we can go from there. Thank you.

Thank you for the details. I have messaged the casino representative, and will post an update once I hear back.

Dear erickpowcam93, I have extensively communicated with the casino representative over the last few days, and I have been provided with evidence, solidifying this case.

Your original account has been closed as requested, and you have been flagged as a gambling addict, which is the correct procedure. Unfortunately, the casino's quick registration option makes it impossible to prevent the player to re-register using different e-mail address or phone number - which is your case.

Casino proved beyond doubt you have created multiple accounts, using different e-mail addresses and phone numbers (which is also against casino's Terms & Conditions regarding multiple accounts), and each time when you provide your KYC documentation, your new accounts are being flagged and closed as you are not allowed to play in this casino anymore. Because of this gross violation of the Terms & Conditions on your part, we are unable to enforce any kind of compensation or refund from the casino.

Due to the abuse of the registration options and casino promptly closing your accounts as soon as they are discovered, I have to reject this case. Also, any further complaint of yours regarding this - or any other casino - where the issue is multiple account creation after being self-excluded, will be automatically rejected by Casino Guru.

However, I would like to bring to your attention free application called BetBlocker (https://betblocker.org/es/), that automatically blocks betting sites and casinos, and can help you stay safe. I would strongly advise you install it on both your computer and mobile phone, and keep it up to date, so it can give you as much protection from gambling as possible.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and 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.