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On 24 February 2026, I registered at Megapari and immediately requested permanent account closure.

I clearly informed the support team that I suffer from gambling addiction and that I wanted my account permanently closed to protect myself.

I was aware that if my account remained open, there would be a high risk that I would continue gambling and lose money. Instead of closing my account, the support team instructed me to contact a specific email address. I followed their instructions and sent an email requesting permanent closure due to gambling addiction.

Despite my clear request, my account was not closed.

On 25 February, I started gambling again and incurred significant financial losses. I repeatedly contacted support asking for permanent closure and explicitly used the words "gambling addiction" multiple times. My communication clearly demonstrated distress and loss of control.

The account remained active. I was allowed to continue depositing and gambling.

At the same time, I was informed about possible bonuses (including a VIP bonus), but none were actually credited. My primary concern, however, was permanent self-exclusion, which was never properly applied.

As a person struggling with gambling addiction, I am unable to resist the opportunity to continue gambling when access remains available. I repeatedly deposited funds and my financial situation worsened.

My account is still not permanently closed.

When a player explicitly declares gambling addiction and requests permanent self-exclusion, the operator has a responsibility to act immediately and prevent further gambling activity.

I am requesting:

Immediate and permanent closure of my account with no possibility of reopening.

A refund of all losses incurred after my first permanent self-exclusion request on 24 February 2026.

I have attached screenshots of my communication as evidence.

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Hello,

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 forward me the original account closure requests you sent to the casino, along with the casino's responses at veronika.f@casino.guru? Kindly forward me the entire messages, not just screenshots.
• When was the last time the casino customer support communicated with you?
• Have your identity documents been reviewed and approved by the relevant department in the meantime?

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

Hello,

I will send you all the correspondence to the specified email address shortly.

I have sent you all the emails via email. If anything is missing or if you need any additional information, please let me know.

I was in regular communication with the customer support team on the 25th, 26th, and 27th.

I cannot say exactly when my documents were uploaded. However, I can confirm that they were already uploaded into the system before I made my first deposit. I always attached my ID document as well. I requested the account closure because I was aware of the potential consequences this could cause.

Hello Jameson4,

You contacted us with a request to block your account on February 25th at 01:24 on support@megapari.com.

Your case was immediately redirected to block@megapari.com, and your account was restricted by February 26th at 22:09.

A little time was taken to process your request and block your account, which was an urgent case due to gambling addiction. We understand how important and sensitive this issue is, and we acted as quickly as possible, prioritizing your request.

To explain the process:

1. You contacted us on the 25th, and we immediately began working on your request as quickly as we could.
2. The account blocking process involves several important steps:
3. Verifying your account to ensure it belongs to you.
4. Confirming that your request is legitimate and that it meets the necessary criteria.
5. Finally, we needed to verify your documents to make sure everything was in order.

This process can take some time, but we always aim to complete it as quickly as possible. Due to different time zones, it’s possible that you think you submitted your request on the 24th, but it actually reached us on the evening of the 25th.

We did not delay your request at any point. We were simply following all necessary verification and privacy procedures to ensure everything was done correctly and securely.

We want to confirm that we did not violate your rights and fulfilled our obligations to you with the utmost care, following the necessary principles, laws, and the proper procedures for dealing with gambling addiction cases.

Your safety and well-being are our priority, and we acted accordingly.

Thank you for your understanding.

Warm regards,

Megapari

Dear Jameson4,

According to the available evidence, you submitted your self-exclusion request on 24 February, and the casino closed your account on 27 February. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Megapari Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Best regards

Veronika

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