Megapari Casino - L'account del giocatore non è stato chiuso come richiesto.

I am writing to file a formal complaint against Megapari Casino for failing to comply with Responsible Gaming principles and refusing to apply an immediate deposit block upon my explicit request for self-exclusion, which resulted in avoidable financial losses.

Chronology of events:

August 21, 2026 – 11:13 PM: I sent a formal self-exclusion request to [email protected] explicitly stating that I could not control my gambling behavior, requesting an immediate, permanent, and irreversible block on my account (ID: 40.751.168). I also informed them that my physical document was in the process of being renewed.

August 22, 2026 – Support Evasions: Instead of implementing an immediate preventative or emergency deposit block to protect me as a vulnerable player, the support team kept my account fully active and refused to restrict deposits until completing KYC document verification.

Subsequent losses: Because Megapari left my payment options completely unrestricted after my explicit request to stop, I deposited and lost an additional $35,000 ARS (accumulating $51,000 ARS in total).

Final rejection: After submitting my identity documents on August 22, 2026, and requesting a refund of the funds deposited after my self-exclusion notice, the casino explicitly refused to assume financial responsibility for their delay, claiming that they are not responsible for financial problems caused before document verification.

Main argument:

In accordance with international Responsible Gaming standards and regulatory guidelines, an operator must act immediately to restrict deposits and access to play as soon as a user declares a loss of control or requests self-exclusion. Requiring full identity verification before applying a temporary preventative block is a predatory practice that leaves players unprotected.

I accept responsibility for the funds lost before my initial email at 11:13 PM on August 21st. However, the ARS $35,000 deposited subsequently was a direct result of Megapari's failure to implement an immediate preventative restriction.

Estoy escribiendo para presentar una queja formal contra Megapari Casino por no cumplir con los principios de Juego Responsable y negarse a aplicar un bloqueo de depósito inmediato ante mi solicitud explícita de autoexclusión, lo que resultó en pérdidas financieras evitables.

Cronología de los hechos:

21 de agosto de 2026 – 23:13 hs: Envié una solicitud formal de autoexclusión a [email protected] declarando explícitamente que no podía controlar mi comportamiento de juego, solicitando un bloqueo inmediato, permanente e irreversible de mi cuenta (DNI: 40.751.168). También les informé que mi documento físico se encontraba en trámite de renovación.

22 de agosto de 2026 – Evasivas del soporte: En lugar de ejecutar un bloqueo de depósito preventivo o de emergencia inmediato para protegerme como jugador vulnerable, el equipo de soporte mantuvo mi cuenta completamente activa y se negó a restringir los depósitos hasta completar la verificación documental KYC.

Pérdidas posteriores: Debido a que Megapari dejó mis opciones de pago completamente sin restricciones tras mi pedido explícito de frenarme, deposité y perdí $35.000 ARS adicionales (acumulando $51.000 ARS en total).

Rechazo final: Tras enviar mis documentos de identidad el 22 de agosto de 2026 y solicitar el reembolso de los fondos depositados con posterioridad a mi aviso de autoexclusión, el casino se negó explícitamente a asumir la responsabilidad financiera por su dilación, alegando que no se hacen responsables de problemas financieros causados antes de la verificación de documentos.

Argumento principal:

De acuerdo con los estándares internacionales de Juego Responsable y las directrices regulatorias, un operador debe actuar de inmediato para restringir los depósitos y el acceso al juego tan pronto como un usuario declara una pérdida de control o solicita la autoexclusión. Exigir una verificación completa de identidad antes de aplicar un bloqueo preventivo temporal es una práctica predatoria que deja a los jugadores desprotegidos.

Acepto la responsabilidad por los fondos perdidos antes de mi correo inicial a las 23:13 del 21 de agosto. Sin embargo, los $35.000 ARS depositados con posterioridad fueron resultado directo del incumplimiento de Megapari al no implementar una restricción preventiva inmediata.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 the situation.

• Could you please forward me the email you sent to the casino at [email protected], along with the casino’s response and all subsequent communication regarding the verification and closure of your account? My email address is [email protected].
• Is your account still open, or has the casino disabled it in the meantime? If you are no longer able to access your account, please specify when the casino closed it.
• Which identity documents did you submit to the casino for the verification of your account, and when exactly did you submit each of them?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika