Complaint #262 Megapari Casino

Failed Self Exclusion Responsible Gaming

By Iggy40

4 days ago

Dear AskGamblers Team,

I am writing to file a formal complaint against the operator Megapari regarding their failure to act on my repeated self-exclusion requests due to gambling addiction, resulting in significant financial losses.

Account details:

Account number: 1709361371
Registered email: < email removed >
Name: < full name removed >
Country: Austria
Registration date: 20 June 2026

Timeline of events:

21 June 2026, 18:34 – I first contacted Megapari support requesting that my account be permanently closed due to gambling addiction.
22 June 2026, 14:40 – I followed up, submitting the requested identification document (Austrian driver's license) along with my closure request, as instructed by support.
27 June 2026, 15:13 – I sent a further reminder, again asking for the account to be closed before my addiction worsened.
30 August 2026, 02:50 – I contacted support again, stating that the account was still open and that I was still able to make deposits, despite having clearly and repeatedly disclosed my gambling addiction over two months earlier.

Despite three separate written requests, all containing the required verification documents, Megapari failed to block my account. As a direct result, I continued gambling and depositing funds on the platform between 23 June 2026 and 31 August 2026, incurring a net loss of approximately €647.89 during this period.

My demands:

Immediate and permanent closure of my Megapari account (account number 1709361371).
Full refund of all losses incurred after 21 June 2026, the date on which I first disclosed my gambling addiction and requested account closure — approximately €647.89
An explanation from Megapari as to why my repeated, documented requests were not processed within their stated 72-hour timeframe, or at any point over more than two months.

Under responsible gambling regulations and Megapari's own stated self-exclusion policy, operators are obligated to act promptly on disclosed gambling addiction and self-exclusion requests. This did not happen in my case, and the operator's inaction directly enabled continued harm.

I have attached screenshots of all correspondence, including timestamps, my identification document submitted per their instructions, and my transaction history showing deposits and withdrawals during the relevant period.

I appeal to Megapari's duty of care and responsibility as a licensed operator to resolve this matter promptly and fairly.

Sincerely,

< full name removed >

Disputed Casino Megapari Casino

Reason Self-exclusion

Amount €647.89

Discussion

94 hours left for Iggy40 to respond.

Megapari Casino

• Representative

1 hour ago

Please send a clear photo of the other side of your identification document as requested by our Block Team.

This is necessary to verify the document's authenticity and complete the required checks. Once verification is completed, your account can be blocked in accordance with our procedures.

Thank you for your cooperation.

Iggy40

3 hours ago

I would like to flag a further concern: after finally accepting my identification document, Megapari's Block Team responded by questioning my request for a permanent closure and suggesting a temporary lock instead ('maybe you will come to visit us someday?'). Given that I have clearly and repeatedly disclosed a gambling addiction, I find it inappropriate for the operator to attempt to talk me out of a permanent self-exclusion. I have reiterated my request for permanent closure in writing."

Iggy40

21 hours ago

Dear AskGamblers Team, dear Megapari Casino,

Thank you for offering to accept a self-exclusion request from an alternative email address. I will send this request accordingly to [email protected] and confirm here once it has been sent.
Before doing so, I would like to summarize a few outstanding points that remain unaddressed:

1) Contradiction in Megapari's earlier statement: Megapari stated that no emails from my registered address could be found, yet also stated that these same (allegedly untraceable) emails did not contain my Player ID. Both statements cannot be true simultaneously, and I would still appreciate a clear clarification.

2) Proof of successful prior communication: My registered email address ([email protected]) has clearly been able to reach Megapari's systems before. On 20 June 2026, I contacted [email protected] and received a same-day reply, and I also hold an automated confirmation email dated 21 June 2026 confirming receipt. This shows there is no general delivery issue between my email provider and Megapari's systems.

3) Account still fully active: Despite all of the above correspondence and Megapari's awareness of my repeated self-exclusion requests since 21 June 2026, my account remains fully accessible. I tested this today and was able to make a deposit of €1 without any restriction. This confirms that, as of today, no self-exclusion or account restriction has been applied, despite months of documented requests.
I raise these points not to delay the account blocking – which I will now pursue via the alternative email address as agreed – but because they remain directly relevant to my complaint regarding the losses incurred due to the delayed processing of my self-exclusion requests (currently ~€648).
I look forward to your confirmation that the account will now be blocked, and to a substantive response on the reimbursement claim.
Best regards,

Ingo Dutter

Megapari Casino

• Representative

23 hours ago

Dear AskGamblers Team,

We kindly ask you to take into consideration the full context and development of this case and to request the player's appropriate cooperation in completing the self-exclusion process.

Given the unusual email delivery situation described above, we have already offered the player an alternative solution. Although self-exclusion requests would normally be expected from the registered email address, in this particular case we are prepared to accept and review the request from an alternative email address in order to ensure that the player's request to block the account can be processed.

Megapari Casino Complaint Stats

Resolved 72 / 72

Avg. Amount $2,209

Avg. Complaint Duration 8 days

Avg. Response Time 1 day

Complaint Status

94h left

€648

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