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For the past 10 days, I have repeatedly provided my email and personal information to have my account closed, explaining that I have a gambling problem. They refused to close my account and allowed me to continue gambling. I have lost all my money. I want my money back and my account permanently closed.

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Dear yldrm07119, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Megapari Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino regarding your self-exclusion requests?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila

Dear yldrm07119 and Attila!

Thank you for bringing this case to our attention. We take Responsible Gambling matters very seriously and would like to provide clarification regarding the timeline and actions taken by our team.

First of all, we would like to emphasize that account self-exclusion requests must follow certain verification procedures required by our compliance policies and licensing obligations. These procedures are designed to ensure that such requests are submitted by the legitimate account owner and to prevent unauthorized third parties from blocking or manipulating user accounts.

When the player initially contacted our support team with a request to close the account, the required verification process had not yet been completed. For this reason, our team requested additional documentation in order to confirm account ownership before proceeding with the self-exclusion request.

As stated in our Terms and Conditions under the "Self-Exclusion" section, point 4:

"Megapari offers a self-restricting option which allows you to close your account for a certain period of time: a week, a month, 6 months, a year. Your account will be blocked only after it has been fully verified. Be kindly advised that a photo of your ID/Passport must be attached to your application to self-restrict. If you activate this feature you will be unable to gamble at Megapari."

Because of these requirements, we are unfortunately not able to block an account until the identity of the requester has been confirmed with valid documentation. This is necessary to comply with licensing rules and to ensure that account restrictions are applied only at the request of the verified account holder.

Once the player provided the required identification documents and the account ownership was confirmed, the verification process was completed successfully.

On 08 March 2026, our team received the complete request together with the necessary documentation confirming the player’s identity. After this point, the request was forwarded to the appropriate department in order to process the self-exclusion according to our internal procedures.

The account was successfully closed on 10 March 2026.

This processing time falls within the standard internal timeframe of up to three days after receiving a fully verified self-exclusion request.

To summarize the sequence of events:

• Initially the request could not be processed because the required verification had not yet been completed.

• Our team requested identification documents in order to confirm account ownership.

• The player later provided the required documentation and the account verification was completed.

• The complete self-exclusion request was received on 08 March 2026.

• The account was closed on 10 March 2026, within the applicable processing timeframe.

We would also like to emphasize that the account has now been permanently closed in accordance with the player’s request.

Megapari remains fully committed to Responsible Gambling principles and we always aim to handle such requests carefully while ensuring that all necessary verification procedures are followed.

Kind regards,

Megapari Team

Dear yldrm07119,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru