Megapari ignored my addiction, and CG closed my case without a casino reply.

I am sharing my story here because I feel completely left as a hostage by a casino, and the platform I trusted the most to be a fair mediator simply let me down.

On August 19, at 18:20, I sent an email to Megapari requesting a permanent account closure due to a severe gambling addiction, providing all my KYC documents right from the start. Instead of acting on their Responsible Gambling duty, they ignored my cry for help, keeping my account open so I could keep losing money while in a vulnerable state.

The undeniable proof of their bad faith is that days later, when I escalated the situation and pressed them, they managed to completely close my account in just 53 minutes. They always had the technical capability to block me immediately, but intentionally chose not to.

I brought this solid, time-stamped evidence to Casino Guru, fully believing in a fair process. To my absolute disbelief, my complaint was summarily rejected by the mediator without even requiring Megapari to publicly respond, explain themselves, or refute my evidence, if they even could. I wasn't even given the room to defend my case further.

When a platform shields a casino from even having to explain why they ignored a documented addiction request, it leaves a very bitter taste. Honestly, it leaves the strong impression that the resolutions here are carefully selective, rather than strictly impartial.

Has anyone else brought a bulletproof Responsible Gambling case with time-stamped evidence, only to have it shut down to protect the casino's rating?

I understand why you're disappointed with the outcome, especially since you clearly disagree with how your original self-exclusion request should have been treated.

However, I do want to correct the impression that your complaint was closed without consideration simply to protect Megapari or its rating.

Before the complaint was rejected, Veronika asked you several questions about the communication with the casino, the available self-exclusion options, your KYC and the eventual account closure, and you provided detailed answers.

One point became particularly important in the assessment: after Megapari replied to your initial August 19 request, you acknowledged that you did not respond to them again until August 29. Our complaint team considered the casino's response to require further confirmation or clarification and concluded that the self-exclusion process had therefore not been followed through before you continued depositing and playing.

You may disagree with that conclusion, and you're of course free to say so here, but that is the reason shown in the complaint. It wasn't rejected because Megapari refused to answer us.

It's also normal for a casino not to be contacted in every complaint. Our process first involves reviewing the player's information and evidence. If the complaint team believes the case can already be assessed from that information, it can be closed before the casino is invited into the discussion.

The later account closure within 53 minutes is certainly part of your timeline, but I would also be careful about describing it as undeniable proof that the casino intentionally kept your account open so you could lose money. The speed of the later closure doesn't establish their intention by itself.

If you have genuinely new evidence that wasn't available in the complaint — for example, evidence showing additional attempts to confirm the closure between August 19 and August 29 — then that would be relevant information to bring to the complaint team's attention. A closed complaint can be reconsidered if meaningful new information comes to light.

Thank you for taking the time to review these details. While the timestamps and email records contradict the idea that clarification was required from my end, I want to emphasize that I have always held Casino Guru in the highest regard as the most serious, transparent, and trusted player protection authority in the industry. That is precisely why I brought my case here, believing in your commitment to fair mediation.

Here are the factual points based on the official email exchange attached:

Explicit Request on Aug 19 (18:20): My initial email subject was "URGENTE = BLOQUEIO PERMANENTE DA CONTA" (Urgent = Permanent Account Block). In the body, I explicitly stated it was due to "problemas com vícios em jogos de cassino" (gambling addiction problems), provided my account ID, and attached my legal identification documents. Under standard Responsible Gambling duties, explicitly citing addiction mandates an immediate freeze.

The Casino Ignored the Word "Permanent": On Aug 20 (04:19), Megapari did not ask a clarifying question. They sent a generic template suggesting temporary blocks (1 month, 6 months) or deposit limits, completely ignoring my explicit demand for a permanent closure due to harm.

The Ultimate Proof (Aug 29): On Aug 29 at 13:07, Megapari sent an email asking for the block period. Without me sending a single reply or confirmation, they proceeded to close my account at 14:00, just 53 minutes later.

If my account could be permanently closed on Aug 29 without any response from me, it proves beyond doubt that no "secondary confirmation loop" was ever technically required. They possessed all required data and authority on Aug 19, but only acted when public complaints were filed.

I genuinely hope Casino Guru will re-evaluate these clear facts and support me in this case. Reopening this complaint would allow a proper review of a severe violation of duty of care and reinforce the vital protection that players rely on your platform to provide.

I apologize for any mistakes in my English, as I am using a translator to translate my messages.

I have not attached the screenshots and other supporting evidence here because they contain some of my personal information. However, I am more than willing to provide them upon request.