Complaint #195 Megapari Casino

I requested to temporarily close my account for one month

By 5_07yldrm

7 months ago

Dear AskGamblers Team,

I have received your email. Thank you for your attention.

Initially, I requested to temporarily close my account for one month to see if the operator would act, but my account was not closed. Later, they requested my identity documents, which I provided, clearly stating that I am suffering from problem gambling. Despite this, my account was not closed.

I have now lost all my funds, and my account remains open despite providing all the requested identity verification and account confirmation documents.

Please also review the attached documents showing that my account is still active and approved, despite my repeated requests for closure.

My first email was sent on Tuesday, 3 March, my subsequent emails on 7 March, 8 March, and today, yet I have received no response.

Even after explicitly informing them of my gambling addiction, my account was not closed. I am therefore requesting the permanent closure of my account and a refund of my remaining funds.

Thank you for your assistance.

Best regards,
İbrahim Yıldırım

Disputed Casino Megapari Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

7 months ago

Dear @5_07yldrm,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Megapari Casino

• Representative

7 months ago

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

AskGamblers

• Support Team

7 months ago

Dear @5_07yldrm,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Megapari Casino Complaint Stats

Resolved 87 / 87

Avg. Amount $1,858

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Megapari Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 67 out of 67 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

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