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Hello,

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.

• Could you please confirm whether you currently still have access to your account?
• Did the casino self-exclude your original account before you proceeded to open new ones?
• Have you registered with the same personal information as on your previous account?
• Could you please confirm whether you have passed the KYC verification on either of your accounts?
• Could you please share your original self-exclusion request? 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

Hello Attila,Thank you for your response. To answer your questions and provide the necessary context regarding my situation:Account Access: I currently do not have access to my accounts. After I contacted them to demand a settlement, they informed me that all my accounts have been deleted (two days ago). Self-Exclusion: I have been trying to close my accounts due to gambling problems for over two years without success. Despite my persistent requests to be blocked permanently, the casino ignored me and continued to encourage me to play. I have attached the "Website message (feedback form).pdf" which documents these attempts. Account History & Fairness: Throughout this time, I always used the same personal information, the same IP address, and the same credit card for all transactions. I never attempted to hide my identity or commit any fraud. It is clear that the system knowingly allowed me to open and maintain multiple accounts while I was losing money. Verification: I provided my identification documents as requested by the casino during my attempts to close the accounts. Evidence: The email transcripts clearly show that while I was losing money, the casino ignored my requests to block my account or tried to persuade me to keep them open. I believe that the casino intentionally kept my accounts active while I was losing money and only deleted them recently after I contacted them to request a settlement for the damages. I am requesting a full audit of all my accounts across these platforms to determine the total losses incurred after my initial requests for self-exclusion were ignored, and I am seeking a fair settlement.   (I WILL SENT YOU ON E-MAIL)

Dear Attila,

I would also like to draw your attention to a critical timeline regarding my request for account closure. I first requested a permanent account ban/self-exclusion in August 2024. Instead of respecting my request, the operator spent the following 6 months sending me messages trying to convince me to change my mind and continue gamblinG

They only processed my account closure on February 13, 2025, after months of stalling and manipulation. If you notice any unprofessional or angry language in my final emails to them, I sincerely apologize; however, these were sent after 6 months of desperate pleas to close my account were ignored, causing me severe emotional and financial distress as I continued to lose money.

This 6-month delay confirms that the operator deliberately ignored their duty of care to retain me as a customer, despite knowing I had serious gambling problems.

"Furthermore, I must highlight that the operator’s conduct was manipulative and predatory. Instead of processing my request for permanent self-exclusion, they repeatedly tried to talk me out of it, asking, 'Maybe you don't need to block your account forever, because who knows, maybe you'll come visit us someday?'.

This behavior is a flagrant violation of their duty of care. By refusing to process my permanent ban and suggesting I keep the account open, they directly encouraged me to continue gambling while I was in a state of distress and financial loss. They only closed my account months later, after I had suffered further significant losses, essentially forcing me to keep playing despite my explicit pleas to stop."

Hello, [Redacted]!

Rest assured, our team is diligently investigating your case with the utmost priority, working towards a swift resolution. Your patience is greatly appreciated, and we will ensure to keep you informed of our progress.

Kind regards,

Megapari Team

Dear [Redacted],

Thank you for sharing your concerns with us.

We understand that this is a very sensitive matter, and we have carefully reviewed the accounts and communication history mentioned in your complaint.

According to our records, your first request was received from the registration email blaz.filipovic@gmail.com. Our team responded to that request, but after our reply, we did not receive any further response or follow-up from you for approximately one month. Because of this, the process could not move forward at that stage, as there was no continued communication from your side.

You later contacted us again on 30.01.2025, and then once more on 05.02.2025. After that, the relevant account was blocked in accordance with your request.

Later, after a significant period of time, we received another request from you referring to gambling addiction. This request was also processed correctly, and the relevant account was restricted accordingly.

Please note that each account is treated individually in accordance with our platform’s Terms and Conditions and Responsible Gaming procedures. Any request for self-exclusion must be applied to each account separately, and we can only take action based on the account-specific requests received through the proper communication channels.

We would also like to draw your attention to section 1.8 Responsible Gaming of our Terms and Conditions, which states that during the self-exclusion period, you must not attempt to open a new account, and you must accept that the Company shall have no financial liability and shall not be held otherwise accountable if you continue gambling or use a new account during that period.

With this in mind, we would like to respectfully clarify that the communication history does not show that your requests were left without attention for a year. The requests we received were reviewed and answered in line with the applicable procedure. At the same time, after our first reply, we did not receive further communication from your side for approximately one month, which limited our ability to continue the process at that stage.

Kind regards,

Megapari Team

Dear Megapari Team,

Thank you for your response and for the additional information provided. Could you please provide some clarification regarding the payer's claim of receiving promotional offers despite being self-excluded?

Thank you in advance for your cooperation.

Dear PLayer,

Thank you for your messages. Please be aware that the volume of messages you have posted in this thread makes it challenging for us to navigate the issue effectively. We understand your frustration and eagerness to resolve this matter, however, when a substantial amount of information is provided that is not directly related to the core of the issue, it inadvertently slows down our resolution process. In future instances, we kindly ask that you present your responses in a concise manner and only when requested.

Could you please confirm the date of your last deposit in this casino?

I look forward to your reply.

"Dear Attila,

Regarding the last deposit date: As I have stated, I have maintained multiple accounts across the operator's network due to their failure to restrict my access. I have a comprehensive list of all my transactions, but it is important to note that on my bank statements, these transactions do not explicitly show 'Megapari' or '22Bet'. Instead, they appear under various payment processors and third-party descriptors. This makes it extremely difficult to isolate each individual transaction manually without a clear, audited statement from the casino side.

I hereby formally request that Megapari provides a full, audited list of all deposits and account activity across all accounts linked to my identity (my name, IP, and payment details).

I must emphasize that I opened these multiple accounts precisely because I was suffering from severe gambling addiction and had explicitly requested help. My repeated attempts to open new accounts were a direct symptom of this uncontrolled behavior. The operator was fully aware of my history and my condition, yet instead of providing the mandatory protection, they actively facilitated my continued gambling.

It is crucial to note that on every single one of these accounts, I consistently used my real personal information, the same IP address, and the same credit card for all transactions. The operator had all the necessary data to identify me as the same person who had previously requested self-exclusion. Allowing me to register and deposit again under these circumstances—while also inviting me to their VIP program—confirms that they knowingly ignored my status to maximize profit.

I am fully prepared to submit all my bank statements for the relevant period. Based on my records, the total amount of my losses across these interconnected platforms is approximately 50,000 €. I am requesting a full, independent audit of all my accounts to verify the exact figure. It is evident that while these platforms operate under different names, they share the same backend, identity verification systems, and payment infrastructure.

I would like to point out a fundamental inconsistency in the operator's argument:

They claim that I am responsible for not opening new accounts.

However, it is an undeniable fact that every time I successfully registered a new account, a deposit was immediately processed and accepted by their system.

The operator’s system is designed to identify and process payments instantly. If they were capable of accepting my deposits the moment a new account was created, they were—by definition—also capable of identifying me as the same person who had previously requested self-exclusion. Their failure to block these deposits, while actively inviting me to their VIP program, is not a 'user error' but a systemic failure to protect a known problem gambler.

I trust that the operator can easily extract these records from their system, as they are clearly able to track my deposits for their own financial gain. I am ready to compare these records with my own to ensure transparency.

Kind regards, [Redacted]"

Dear Attila,

Regarding the player's claim of receiving promotional offers during the self-exclusion period, we would like to clarify that the communication received by the player was a standard template intended for users who meet the criteria of our VIP program.

This type of communication is used to inform eligible players about the available features and opportunities within the platform. However, the template itself does not contain any promotional offers, bonuses, incentives, or any call to action encouraging the player to continue gambling.

Furthermore, we would like to point out that the player is contacting us from a different email address, which is associated with another account.

Therefore, this message was not a promotional campaign, but rather an informational communication related to the platform's VIP program.

"Attila, regarding the casino's claim that they could not identify me before I made a deposit, this is unacceptable and contradictory:

Immediate Payment Processing: If their system can verify my credit card and accept my deposit in a split second, it is perfectly capable of cross-referencing that same card or identity against their list of self-excluded accounts at the exact same moment.

Selective Compliance: It is clear that the system has no issues identifying my identity when it comes to accepting funds, yet it suddenly becomes 'blind' when it needs to prevent a known problem gambler from playing.

VIP Targeting: If they claim they were unable to identify me, how were they able to identify me as a 'VIP player' and proactively send me VIP invitations? This serves as definitive proof that my accounts were linked within their database and that they were aware of my identity.

Furthermore, to clarify the exact amount of losses, I formally request that the casino provides a complete, audited transaction history for all accounts linked to my personal identity (my name, credit cards, and IP address). Since the casino has permanently closed my accounts and I no longer have access to them, it is their responsibility to provide this data. This audit is essential to reconcile the total losses incurred after my initial self-exclusion requests were ignored.

I reiterate that I am ready to provide all my bank statements to confirm the timeline of my deposits across these accounts."

.

Hello Blaz,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila