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

Hi Veronika,

I just sent you an email to your inbox ( [email protected] ) with all the requested attachments: the PDF with the email chain with the support, the screenshots of the live chat from August 21 at 4:04 pm, the copy of my identity document and the deposit receipts.

Please confirm when you receive them or let me know if you need any other information to proceed with the claim.

Thank you so much!

Hola Veronika,

Te acabo de enviar un correo electrónico a tu casilla ([email protected]) con todos los adjuntos solicitados: el PDF con la cadena de mails con el soporte, las capturas del chat en vivo del 21 de agosto a las 16:04 hs, la copia de mi documento de identidad y los comprobantes de los depósitos.

Por favor, confirmame cuando los recibas o avísame si necesitas cualquier otra información para avanzar con el reclamo.

¡Muchas gracias!

And today, August 24th, my account is still open

y hoy 24 de agosto mi cuenta todavia sigue abierta

Dear Martinluppo,

We have reviewed your request and carefully checked the information related to your case.

Please note that after the account verification process is fully completed, the relevant department receives and processes account restriction/self-exclusion requests according to the order in which they are received.

Your account blocking request was processed within the established timeframe according to our internal procedures.

We appreciate your understanding and would like to assure you that all requests related to account restrictions are handled by the responsible team in accordance with the applicable processes.

Kind regards,

Megapari Team

Dear representative of Megapari

If they had actually reviewed my request carefully, they would know that on August 21st at 4:04 PM I used the most immediate contact method available to me: their live support chat. In that conversation, I expressly requested the closure of my account and voluntary self-exclusion, informing them that I was losing control of my betting.

It is unacceptable that they attempt to excuse their negligence with "internal verification procedures." Although their Terms and Conditions claim to impose administrative delays, they operate under a Curacao license and are legally obligated to comply with the CGA Responsible Gaming Policy for Licensed Operators (LOK framework), which takes precedence over any internal operator rules.

The official regulations of its own regulatory authority state:

Section 9.2.3.1 (Timing): Self-exclusion and deposit restrictions must take effect IMMEDIATELY. The rule explicitly prohibits the casino from "delaying or complicating the activation process."

Section 9.2.3.1 (Civil Law and Refund): It states verbatim that "any wagering that takes place following the self-exclusion request and prior to it being in effect must be voided and funds must be returned to the player."

Section 9.2 (Enabled Channels): Expressly recognizes requests initiated via support chat or email.

In the event of an explicit loss of control, the casino is obligated to immediately and preventively suspend deposits, regardless of the status of the KYC process. Their operational omission allowed me to deposit ARS $35,000 after my initial notification.

I have attached screenshots of the official CGA regulations (pages 13, 14 and 16) that support my position and I reiterate my demand for reimbursement of all of those improperly processed funds.

Greetings

Estimado representante de Megapari

Si realmente hubieran revisado cuidadosamente mi solicitud, sabrían que el 21 de agosto a las 16:04 hs utilicé la vía de contacto más inmediata a mi alcance: su chat de soporte en vivo. En esa conversación solicité expresamente el cierre de mi cuenta y la autoexclusión voluntaria, informando que estaba perdiendo el control de mis apuestas.

Es inaceptable que pretendan escudar su negligencia en "procedimientos internos de verificación". Aunque en sus Términos y Condiciones pretendan imponer demoras administrativas, ustedes operan bajo la licencia de Curazao y están legalmente obligados a cumplir con la CGA Responsible Gaming Policy for Licensed Operators (marco de la ley LOK), la cual prevalece por encima de cualquier regla interna del operador.

La normativa oficial de su propia autoridad reguladora establece :

Sección 9.2.3.1 (Timing): La autoexclusión y restricción de depósitos debe surtir efecto de manera INMEDIATA. La norma prohíbe explícitamente al casino "retrasar o complicar el proceso de activación" ("The operator must not: Delay or complicate the activation process").

Sección 9.2.3.1 (Derecho Civil y Reembolso): Establece textualmente que "las apuestas realizadas tras la solicitud de autoexclusión y antes de que sea efectiva deben ser anuladas y los fondos devueltos al jugador" ("any wagering that takes place following the self-exclusion request and prior to it being in effect must be voided and funds must be returned to the player").

Sección 9.2 (Vías habilitadas): Reconoce expresamente las solicitudes iniciadas a través de chat de soporte o correo electrónico.

Ante una manifestación explícita de pérdida de control, el casino tiene la obligación de aplicar una suspensión preventiva e inmediata de los depósitos, sin importar el estado del trámite de KYC. Su omisión operativa permitió que ingresara $35.000 ARS posteriores a mi primera notificación.

Adjunto las capturas del reglamento oficial de la CGA (páginas 13, 14 y 16) que respaldan mi postura y reitero mi exigencia de reembolso de la totalidad de esos fondos procesados indebidamente.

Saludos

We would like to clarify that, according to our account restriction and Responsible Gaming procedures, the only authorized channel for submitting account blocking and self-exclusion requests is [email protected].

As described in our Terms & Conditions and Responsible Gaming rules available on our website, which every customer accepts during the account registration process, requests related to account restrictions and self-exclusion must be submitted through the designated channel in order to be properly registered and processed by the responsible team.

Our general support channels, including live chat, are available for providing assistance, general information, and guidance regarding our procedures. However, they are not authorized to make decisions regarding account restrictions or process self-exclusion requests directly.

Customers may contact our general support channels to receive guidance on the applicable procedures, but the official processing of such requests is carried out only through [email protected].

First of all, the email was sent, and I never received a formal response beyond them dodging responsibility. Three days after sending that email, my account is still open. I find it disrespectful that they talk about "Responsible Gaming" when they don't even have a self-management option for it on their website. They rely exclusively on requests sent to that email address, the response time for which—according to the technical support agents themselves—can take up to 72 hours. Not only do they lack effective and immediate measures for Responsible Gaming on their platform, but they also fail to comply with the mandatory regulations that the Curaçao Gaming Authority (CGA) requires of all licensed operators.

Primero que nada, el correo fue enviado y nunca tuve respuesta formal más allá de esquivar su responsabilidad. Tres días después del envío de ese email, mi cuenta continúa abierta. Me parece una falta de respeto que hablen de "Juego Responsable" cuando ni siquiera en su página web cuentan con una opción autogestionable para ello.Dependen exclusivamente del envío de solicitudes a ese correo, cuyo tiempo de respuesta —según me informaron los propios agentes del soporte técnico— puede tardar hasta 72 horas. No solo no disponen de medidas efectivas e inmediatas para el Juego Responsable en su interfaz, sino que no cumplen con las normativas obligatorias que la Curaçao Gaming Authority (CGA) exige a todo operador bajo su licencia.

Dear Megapari Casino representative,

Thank you for reaching out and for explaining the casino’s internal procedures to the player.

Dear Martinluppo,

Could you please specify when exactly the casino closed your account?

When was the first time you mentioned gambling addiction as the reason for your self-exclusion request in your emails to the casino?

Did you specify the period for which you wanted to be self-excluded?

I am also attaching the corresponding email sent in which they continued to delay the process to self-exclude me

adjunto ademas el mail correspondientemente enviado en el cual siguieron dilatando el proceso para autoexcluirme

Dear Martinluppo,

According to the available evidence, you submitted your self-exclusion request on 21 August, and the casino closed your account on 25 August. 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

Casino Guru

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