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Hello, I'm trying to close my account due to gambling addiction. I received two replies, each time referring to a different contact via email, even though I used the email address listed on the website. I would like my 370 euros back, which I've received since my email was answered, and especially since my account was closed. Thank you.

Hallo, ich versuche mein Konto wegen Spielsucht zu schließen, es wurde mir 2 mal geantwortet und jedesmal ein anderer Ansprechpartner via Email genannt, obwohl ich die angegebene Emailadresse lt Homepage benutzt habe. Ich möchte gerne meine 370 EUR zurück, seit Beantwortung meiner Email und vor allem die Schließung meines Kontos. danke

Dear Kikidoof,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your account closure and the concern with your funds.

To better understand your situation and assist you effectively, could you please provide more information by answering the following questions?

• What specific steps did you take to close your account, and when did you make this request?
• Could you share the details of the replies you received, including the email addresses mentioned?
• Have you attempted to contact customer support regarding this issue, and if so, what was their response?
• Is there any additional information you believe is relevant to your case?

Your cooperation in providing these details will help us investigate and work towards a resolution. Please feel free to forward any relevant communication to petronela.k@casino.guru.

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

Hi Petronela, you have emails. Thanks

Hi Petronela, Du hast Emails. Danke

Hi Petronela, the joke is that they are offering me 40 EUR if I don't get banned for gambling addiction

Hi Petronela, der Witz ist ja noch, dass diese mir 40 EUR anbieten, wenn ich nicht wegen Spielsucht sperren lasse

and I should contact support, the time is also included there

und ich sollte mich an den Support wenden, da steht auch die Uhrzeit mit drin

Dear Kikidoof,

Thank you for contacting us. We appreciate your openness and understand the seriousness of your situation.

Regarding your first request about account closure due to gambling addiction:

1. We received your email requesting the closure of your account on May 10, 2025, at 00:36.
2. We promptly processed and fulfilled this request on the very same day, May 10, 2025, at 16:03.

This action was taken with the utmost priority and care, respecting your decision and wellbeing.

Regarding your second concern about the refund of funds:

At the time of your inquiry, our records showed that you had initiated two withdrawal requests:

1. The first on May 9, 2025, at 19:18:55 for 110 EUR
2. The second on May 9, 2025, at 22:16:06 for 110 EUR

Both of these withdrawal requests have been fully processed and completed.

Could you please confirm whether the funds sent have successfully reached your bank account? Your confirmation is important to us to ensure everything has been settled to your satisfaction.

We want to reaffirm our commitment to supporting you and ensuring that all your concerns are addressed with the highest level of care and professionalism.

Warm regards,

Megapari Team

Hello dear team, that is not correct. I submitted my first closure request on May 8th at 8:08 p.m. I was immediately informed that I had used the wrong email address and that I should send my self-exclusion to support@Megapari. I completed this immediately, on May 8th, shortly after 8:38 p.m. On May 9th, at 4:33 a.m., the response to my self-exclusion was that it was supposedly the wrong address again. However, it cannot be that your company sends a gambling addict from one email address to another without initiating a block. I then sent my self-exclusion request again to a different email address. Instead of blocking me, I was asked if I would agree to a credit of EUR 40.00 if I were not blocked. I declined this. Because of all the back and forth, from one email address to another, which cannot be my fault, I would like to get my deposits - less the withdrawals - refunded

Hallo liebes Team, dass ist nicht richtig, ich habe meine erste Schließungsanfrage am 08.05 um 20:08Uhr gestellt, es wurde mir direkt mitgeteilt, dass ich die falsche Emailadresse benutzt hätte und ich meinen Selbstausschluss an support@Megapari senden soll. Dieses habe ich umgehend erledigt und zwar am 08.05 um kurz nach 20:38 Uhr. Am 09.05 um 04:33 Uhr morgens wurde auf meinen Selbstausschluss reagiert, dass es angeblich wieder die falsche Adresse wäre. Es kann aber nicht sein, dass ein Spielsüchtiger von Ihrem Unternehmen von einer zur anderen Emailadresse geschickt wird, ohne eine Sperre zu veranlassen. Darauf sendete ich noch einmal an eine andere EmailAdresse meine Bitte zum Selbstausschluss. Anstatt mich zu sperren, wurde ich gefragt, ob ich mit einer Gutschrift von 40,00 EUR einverstanden wäre, wenn man mich nicht sperren würde, dieses wurde von mir abgelehnt. Wegen dem ganzen hin und her geschiebe, von einer zur anderen Emailadresse, was nicht mein Verschulden sein kann, möchte ich meine Einzahlungen- abzüglich der Auszahlungen - erstattet bekommen

Even after the credit request, the account was not blocked

Selbst nach der Gutschriftsanfrage wurde nicht gesperrt

The email to Block was not on 10.05, but already on 09.05 including ID

Die Email zu Block war auch nicht am 10.05, sondern bereits am 09.05 inkl Ausweis

Dear Kikidoof,

Thank you for reaching out and sharing your concerns. We sincerely regret that you have experienced difficulties during the process of closing your account. Please allow us to clarify the situation.

Regarding the account closure request and refund process:

1. We only consider account closure requests submitted to our official email address: block@megapari.com.
2. We received your valid request on May 10, 2025, at 00:36 and processed the closure on May 10, 2025, at 16:03.
3. Please note that times may vary due to different time zones. To avoid any confusion, we are providing the timestamps in Greenwich Mean Time (GMT) for clarity: Your request for block was on May 9, 2025, at 21:36 GMT our response and actions to your valid request on May 10, 2025, at 13:03 GMT

Refund Policy:

• After the account is closed, we initiate a full refund of all funds present in your account at the moment we received your closure request.

Deposits After Closure Request:

• If you made any deposits after submitting the closure request, please note these deposits are not refundable, as they were placed after the closure was initiated and are considered part of your gameplay.

Activity After Closure Request:

• We have noticed that you placed bets after submitting your closure request but before your account was officially blocked. To clarify, for example, you made two bets on May 10, 2025, at 08:35:35 GMT for 50.65 USD, and May 10, 2025, at 09:31:47 GMT for 28.14 USD. Since these bets were placed after your closure request and before the block was processed, the related funds are considered part of normal gameplay and are not eligible for refund.

To proceed and finalize your case, please kindly confirm the following:

• That your account was blocked promptly following your request to the official email address.

• That all funds available in your account at the time of closure were fully refunded and credited to your bank account.

Should you have any further questions or require additional assistance, please do not hesitate to contact us. We are here to support you every step of the way.

Warm regards,

Megapari Team

You do not even address the fact that you yourself first sent me a false email about the blocking and that you even offered me a bonus instead of blocking me

Sie gehen gar nicht darauf ein, dass mir von ihnen selbst, erst eine falsche Email zur Sperre mitgeteilt wurde und dass Sie mir sogar noch einen Bonus angeboten haben, anstatt mich zu sperren

Hi Kikidoof,

Thank you for providing the timeline of your self-exclusion request. I’m sorry to hear about the confusion. Could you please confirm that the following is correct?

• 8 March 2025: You emailed agentsmegapari@megapari.com, referring to your self-exclusion under the GP scheme.
• 8 March 2025: The casino replied, advising you to resend your request to support@megapari.com.
• 9 March 2025: You contacted support@megapari.com, and they directed you to block@megapari.com (as listed in the Responsible Gambling section on their website).
• 10 March 2025: Your account was subsequently closed.

If this is accurate, then—even though it’s unfortunate the initial address was incorrect—the correct self-exclusion contact (block@megapari.com) is prominently listed in Megapari’s Responsible Gambling rules, and the casino processed your request within two days of receiving it.

Please let me know if any of the dates or details above need adjusting.

Once we have your confirmation, we can discuss the next steps.

Hi, that's exactly how I did it

Hi, genau so bin ich vorgegangen

However, after Block's response, I was still able to make deposits

Allerdings konnte ich nach der Antwort von Block noch Einzahlungen tätigen

Dear Kikidoof,

We are sorry to learn of your continued frustration, but it is important to set out the facts of your case precisely and to explain why a refund is not warranted under our Responsible Gaming rules.

1. Timeline and Technical Lock (all times in GMT for clarity)

09 May 2025 21:36 Your self-exclusion request reached our authorised address block@megapari.com.

10 May 2025 13:03 Account was permanently locked by the Security Team.

Our Terms allow up to 2–3 working days to action a closure, yours was processed in roughly 15 hours, well inside that window.

2. Activity before the lock:

While the request was being verified you made minimum of two deposits (there was a bit more) and placed corresponding bets:

10 May 08:35 GMT – wager placed

10 May 09:31 GMT – wager placed

Under section "Self-Exclusion & Player Responsibility", a player must cease gambling immediately after submitting the request. Any stakes placed BEFORE the technical lock are treated as normal gameplay and are not eligible for reimbursement. It means that if you placed any stakes before you account was actually locked (in technically meaning), this stakes treated as a normal gameplay. You can find more information in the Section "Self-Exclusion & Player Responsibility".

3. Why no refund is due

• Company obligations met
• Your request was accepted, the account was blocked, and all remaining balance (if any) at 13:03 GMT time when account was blocked - was returned.

Player responsibility

• You continued to deposit and gamble prior to the lock, fully aware the account was still live.

• Regulatory stance: Industry rules state that once a bet is accepted in normal operating conditions, its result (win or loss) stands.

4. Misconceptions addressed

"Megapari failed to close the account in time."

• Closure was executed well inside the maximum processing window defined in our Terms.

"Losses should be reimbursed."

• Refunds apply only to the balance frozen at the moment of exclusion. Losses incurred beforehand remain the player’s responsibility—this is standard across regulated operators.

We truly regret that this situation has been upsetting. If you have any further questions—or simply need reassurance—our team is here for you. Just write to us and we will do our best to assist.

In addition, you may find helpful, confidential support through:

• Gambling Therapy (international) – gamblingtherapy.org
• GamCare (UK) – gamcare.org.uk
• A local licensed therapist or support group in your country

Please know that you are not alone and that help is available 24/7.

Thank you for your understanding, and we wish you strength on your journey to recovery.

Warm regards,

Megapari Team

Dear Kikidoof,

Thank you for confirming the timeline and for being so open in sharing your experience.

After reviewing all the information, including the casino’s detailed explanation, we must respectfully conclude that we are unable to assist you in obtaining a refund. The casino processed your self-exclusion request within the allowed time frame and complied with their Responsible Gambling policy.

We completely understand how upsetting this must be—especially when you were trying to take responsible steps. Please don’t be too hard on yourself. Many players find themselves in similar situations, and it’s a sign of strength to recognize when help is needed.

If you're looking for additional ways to protect yourself from gambling, we recommend trying BetBlocker. It’s a free tool that lets you block access to thousands of gambling sites across your devices for a period of your choice. It can offer added peace of mind while you focus on your well-being.

We truly wish you strength and success on your journey to recovery. If you ever need support or someone to talk to, you’re not alone—there are many resources and people out there who care.

All the best,

Petronela

Casino.Guru