Megapari Casino - La cuenta del jugador permanece reabierta a pesar de la solicitud de cierre.

Good morning, I am writing here because I requested that my Megapari account be closed forever because my gambling addiction is ending my life, I ask that my account be reopened and they always reopen it, they do not refuse, other betting houses when they close it despite me telling them to reopen it, they do not reopen it, I have an illness that is killing me, an addiction to gambling, I am even committing crimes without realizing it, I ask that intermediaries, guru forum, strongly ask Megapari to close my account forever and return my lost money (€ 58.44) that on 05/13/2025 I asked to have my account closed forever but I was able to reopen it easily, I can't take this illness anymore and knowing that I can open the Megapari account whenever I want does not help me cure my gambling addiction. My Megapari username is 761186307

Buenos días escribo aquí porque solicité que se me cierre la cuenta de Megapari por siempre porqué mi Ludopatía está acabando con mi vida, pido que se me reabra la cuenta y me la reabren siempre no se niegan, otras casas de apuestas cuando me la cierran a pesar que les digo que me la reabran no me la reabren, tengo una enfermedad que está acabando conmigo la adicción al juego hasta delitos estoy cometiendo sin darme cuenta, pido que intermediarios foro gurú pidáis encarecidamente a Megapari que se me cierre la cuenta para siempre y se me devuelva mi dinero perdido ya (58,44€) que el día 13/05/2025 pedi que se me cerrará la cuenta para siempre pero la pude reabrir con facilidad, no puedo más con esta enfermedad y saber que puedo abrir la cuenta de Megapari cuando quiera no ayuda a que me cure de la Ludopatía.                                 Mi usuario en Megapari es 761186307

Dear Kevin7,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Megapari Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Have you informed the casino about your gambling addiction on 13.05.2025 for the first time via email? 
• Was your account closed on the same day?
• When reopening the account, did you use the same details (email, mobile number)? Have you filled in your personal profile information with the same details(name, address, date of birth)?
• Would you be so kind as to forward me the account closure requests that you sent to the casino together with all the relevant communication between you and the casino? My email address is natalia.b@casino.guru. 

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,

Natalia

Dear Kevin7,

Thank you for reaching out and sharing your situation with us. We deeply empathize with the difficulties you are facing due to gambling addiction, and we understand how challenging this can be for you. Your well-being is very important to us, and we want to support you in every possible way.

We acknowledge receiving your initial request to close your Megapari account on May 13, 2025, which we promptly processed on the same day. Subsequently, on May 15, 2025, we received your request to reopen the account, which we honored on May 19, 2025.

Please understand that the losses on your account occurred through normal gameplay. Therefore refunds are not applicable.

Given your honest admission of struggling with gambling addiction and your clear request for assistance in permanently closing your account, we have now taken decisive action. Your account will be blocked permanently, without the possibility of reopening, in order to safeguard your health and help you move forward.

We encourage you to seek professional help and support services available for gambling addiction. Remember, you are not alone, and there are many resources ready to assist you.

If you have any further questions or need assistance with anything else, please do not hesitate to contact us.

We sincerely wish you strength and well-being.

Warm regards,

Megapari Team

I do not agree. On 05/13/2025, they were already informed that I suffered from gambling addiction and I strongly requested that it not be reopened again. You, with a basic form, reopened it for me when I already informed you that I am a gambling addict. I attach a screenshot of the clear and forceful message that I posted.

No estoy de acuerdo el 13/05/2025 ya estaban informados de que sufría Ludopatía y pedí encarecidamente que no se volviese a abrir más, vosotros con un formulario básico me la reabristeis cuando ya os informé que soy Ludópata, adjunto la captura de el mensaje claro y contundente que puse

Dear Natalia!

Please check your mailbox, we've sent a letter for you to read.

Thanks in advance,

Megapari

Dear Kevin7, the casino representative informed me that they carefully checked your situation and confirmed that the refund of your losses that occurred while your account was mistakenly reopened will be paid out to you. I hope the casino representative will soon share more information about this in this complaint thread.

Have you received any updates about this from the casino? Please let me know.

Upon reviewing your case thoroughly, we are sincerely sorry for the confusion and the inconvenience this has caused player. After re-evaluating the situation, we would like to offer a refund for your losses during the period between May 19th and May 21st, which amounted to -57.82 USD.

In order to proceed with the refund, we kindly ask that player provide us with his cryptocurrency wallet details, if possible, so that we can quickly and efficiently process the refund.

We truly appreciate your understanding in this matter, and we are committed to ensuring that your issue is resolved to your satisfaction. Should you have any questions or further requests, please don’t hesitate to reach out to us.

Thank you very much for providing the details. Please allow us some time to carefully process your refund request. We are committed to handling this promptly and ensuring that the matter is resolved to your satisfaction. Your patience and understanding during this process are greatly appreciated.

Dear Kevin7, please let us know once you receive the payment from the casino.

Good afternoon, I'm still waiting.

Buenas tardes, sigo esperando todavía.

It's solved, we can close the case, thank you all very much, until next time.

Está solucionado, podemos cerrar el caso, muchas gracias a todos, hasta la próxima.

Dear Kevin7,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously, and it is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)