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On June 14, I realized I was addicted and losing a lot of money, so I contacted them via chat and asked them to block my account. They told me to send an email, so I did—I sent the documents— they kept sending emails trying to convince me, even though I told them I wasn’t in a good mental state and needed the account blocked immediately

On July 6, I sent new emails asking for help. They told me to speak with the manager; I explained my situation to her, and she offered me a bonus to stay, which I refused—but they still didn’t block the account

On July 8, I sent more emails; they replied the same day but didn’t block the account—they just said they were sorry

On the 27th, I sent another email

I posted a complaint on "Reclame Aqui," and it wasn’t until August 8 that I finally got the account blocked.

I’d like to request Casino Guru’s help in mediating an issue I had with MegaPari regarding responsible gaming.

I was having trouble controlling my betting and contacted MegaPari to request that my account be blocked or closed, specifically to prevent me from continuing to bet.

Even though I clearly stated the need for the account to be blocked, I continued to have problems related to deposits and bets. For this reason, I asked MegaPari to refund the amounts I believe are related to this situation.

I contacted MegaPari’s customer support to try to resolve the issue directly, but my refund request was denied on the grounds that the deposits made were non-refundable.

Therefore, I would like Casino Guru to review my case and verify whether MegaPari adequately fulfilled its obligations regarding responsible gaming and my request to block my account.

I have screenshots of my conversations with support, proof of deposits, and other information that can corroborate what happened, and I can provide them for review.

I kindly request that the case be reviewed and that Casino Guru attempt to mediate a solution with MegaPari, including the possibility of a refund for the amounts deposited after my request to block my account, should any failure on the casino’s part be found.

I would like to clarify that I am not requesting a refund simply because I lost money on bets.

I am fully aware that bets were placed and losses occurred.

My request is for an investigation into the amounts related to the period during which I requested that my account be blocked, since, even after my request, I continued to have access to the account and was able to make deposits and place bets.

Thank you for your review and assistance.

No dia 14/06 vi que estava viciada e perdendo muito dinheiro entrei em contato no chat e pedi o bloqueio da minha conta me mandou enviar email assim fiz enviei os documentos , eles ficou mandando e-mail tentando me convencer, mesmo eu informando que não estava bem psicologicamente e que precisava do bloqueio imediato

No dia 06/07 enviei novos e-mail pedindo ajuda me mandou falar com a gerente informei a ela me deu bônus para eu ficar recusei e nada de bloquear a conta

No dia 08/07 enviei outros e-mail eles respondia no mesmo dia mas não bloqueava só falavam que lamentavam

Dia 27 mandei e-mail novamente

Postei reclamação no reclame aqui e só no dia 08/08 conseguir o bloqueio.

Gostaria de solicitar a ajuda do Casino Guru para mediar um problema que tive com a MegaPari relacionado a jogo responsável.

Eu estava enfrentando dificuldades para controlar minhas apostas e entrei em contato com a MegaPari solicitando o bloqueio/encerramento da minha conta justamente para impedir que eu continuasse apostando.

Mesmo tendo manifestado claramente a necessidade de bloqueio, continuei tendo problemas relacionados aos depósitos e apostas. Por esse motivo, solicitei à MegaPari o reembolso dos valores que considero relacionados a essa situação.

Entrei em contato com o suporte da MegaPari para tentar resolver o problema diretamente, mas meu pedido de reembolso foi recusado, sob a justificativa de que os depósitos realizados não seriam reembolsáveis.

Por isso, gostaria que o Casino Guru analisasse o meu caso e verificasse se a MegaPari cumpriu adequadamente as suas obrigações relacionadas ao jogo responsável e ao meu pedido de bloqueio.

Tenho prints das conversas com o suporte, comprovantes dos depósitos e demais informações que podem comprovar o que aconteceu e posso fornecê-los para análise.

Solicito, por favor, que o caso seja analisado e que o Casino Guru tente mediar uma solução junto à MegaPari, incluindo a possibilidade de reembolso dos valores depositados após o meu pedido de bloqueio, caso seja constatada alguma falha por parte do cassino.

Gostaria de esclarecer que não estou solicitando reembolso simplesmente porque perdi dinheiro nas apostas.

Tenho plena ciência de que houve apostas e perdas.

O meu pedido é para que sejam analisados os valores referentes ao período em que solicitei o bloqueio da minha conta, uma vez que, mesmo após minha solicitação, continuei tendo acesso à conta e podendo realizar depósitos e apostas.

Agradeço pela análise e pela ajuda.

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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.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Megapari Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when did you first express gambling problems to the casino, and when was your last deposit made?
• Could you please share the communication where you informed the casino of your gambling problems? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila