Megapari Casino - Das Spielerkonto wurde entgegen der Anfrage nicht selbst ausgeschlossen.

I am filing this complaint in a state of extreme psychological distress and despair. I suffer from severe ludomania (gambling addiction), a disease that destroys mental and financial health. To prove the severity of my condition, I have been officially registered in the Brazilian Government's national self-exclusion system since February 2026 (document attached).

The Timeline of the Incident:

August 19, 2026, at 18:20: Realizing I was losing control and entering a severe relapse, I followed the platform's exact requirements: I sent an email with my ID documents to their official department (block@megapari.com).

The subject was "URGENTE = BLOQUEIO PERMANENTE DA CONTA" (URGENT = PERMANENT ACCOUNT BLOCK).

In the text, I begged for help, explicitly stating: 'devido a problemas com vícios em jogos de cassino' (due to problems with casino gambling addiction).

According to Megapari’s own Terms and Conditions (Item 1. Responsible Gaming), they state: 'We do not advertise our products and services to minors or mentally vulnerable people.' By declaring my addiction, I was officially a vulnerable person seeking protection.

August 20, 2026, at 04:19: Instead of following standard Responsible Gambling protocols and freezing my account immediately to protect me, their team replied 10 hours later with an automated, robotic message merely offering a '1-month pause' or 'betting limits'. For an addict in the middle of a breakdown, a 'pause' means absolutely nothing.

Because of this cruel negligence, my account remained active. Over the following days, consumed by the illness and without the barrier I had begged them to put in place, I continued to deposit compulsively.

The Financial and Psychological Impact: I have the exact calculation and transaction history: from the exact minute I sent the email begging for help (Aug 19 at 18:20) until today, Megapari allowed me to deposit R$ 38,537.16 and withdraw only R$ 19,614.00.

The casino profited exactly R$ 18,923.16 from a person who had already confessed to an addiction through their official channels.

This disregard caused me damages that go far beyond the financial loss: the psychological impact of this relapse was devastating, to the point of compromising my ability to buy food and leaving me without money for basic medicine.

I demand the exact refund of R$ 18,923.16. This loss was generated exclusively by the casino's failure to protect me and apply their Responsible Gambling rules when I cried for help.

My Casino ID: [hidden by Casino Guru]

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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 your situation.

• Did you reply to the email you received from the casino after requesting to be self-excluded due to gambling addiction?
• Have you tried setting a self-exclusion directly through your casino account?
• Have you successfully passed the full KYC verification at this casino?
• Is your account still open, or has the casino closed it in the meantime?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, Veronika. Thank you for taking on the role of mediator in this case and for being willing to help me...

Here are the factual answers to your questions:

1. Did you reply to the email you received from the casino after requesting self-exclusion due to a gambling addiction?

I didn’t reply right away. My initial email on August 19 already contained an explicit request for a PERMANENT BLOCK linked to my declaration of gambling addiction. The platform’s response (10 hours later) ignored the seriousness of the notification and offered "temporary breaks" and "betting limits." I believe that a notification of addiction requires immediate and unilateral preventive action by the operator, with no room for negotiating deadlines with a vulnerable customer.

I resumed formal contact only on August 29 to demand reimbursement for the losses incurred while the account remained improperly active.

2. Have you tried setting up a self-exclusion directly through your casino account?

The Megapari platform does not provide a technical tool for permanent and immediate self-exclusion through the user dashboard.

Given this, I strictly followed the Responsible Gaming clause in the company’s Terms and Conditions, which instructs users to submit the request directly to the official channel at block@megapari.com. I followed the procedure they required to the letter.

3. Have you successfully completed the full KYC verification at this casino?

Yes. To avoid any procedural or bureaucratic delays, I attached my official ID (KYC) to the very first email I sent on August 19 at 6:20 p.m.

The Compliance department received the notification of the issue along with the necessary documentation for validation immediately. There were no pending verification issues on my part.

4. Is your account still open, or has the casino closed it in the meantime?

The account was finally closed on August 29, 10 days after my formal request.

The most important point is that, in the email confirming the closure (August 29), the Megapari team itself documented the reason for the delay. They wrote, verbatim: "We’re sorry… we didn’t intend to prolong the process. We just need all the details regarding the freeze (period)."

This proves that the delay in lifting the freeze was not a systemic issue, but an operational decision to postpone the closure in order to question "timeframes," even though the subject line of the initial email was clear and in all caps: "PERMANENT."

(I am re-attaching proof that I submitted my KYC on August 19 and the screenshot from the suspension team regarding the extension of the process).

I remain available to provide any bank statements if necessary...

Olá, Veronika. Agradeço por assumir a mediação deste caso e por se dispor a me ajudar...

Seguem as respostas objetivas aos seus questionamentos:

1. Você respondeu ao e-mail que recebeu do cassino após solicitar a autoexclusão devido ao vício em jogos de azar?

Não respondi de imediato. Meu e-mail inicial do dia 19/08 já continha a solicitação explícita de BLOQUEIO PERMANENTE atrelada à declaração de ludopatia. A resposta da plataforma (10 horas depois) ignorou a gravidade da notificação e ofereceu "pausas temporais" e "limites de apostas". Eu acredito que uma notificação de vício exige ação preventiva imediata e unilateral do operador, não havendo margem para negociação de prazos com um cliente vulnerável.

Retomei o contato formal apenas em 29/08 para exigir o ressarcimento das perdas ocorridas enquanto a conta permaneceu indevidamente ativa.

2. Você já tentou configurar uma autoexclusão diretamente através da sua conta do cassino?

A plataforma da Megapari não disponibiliza uma ferramenta técnica de autoexclusão permanente e imediata pelo painel do usuário.

Diante disso, segui estritamente a cláusula de Jogo Responsável presente nos Termos e Condições da empresa, que orienta o envio da solicitação diretamente para o canal oficial block@megapari.com. O procedimento exigido por eles foi cumprido à risca da minha parte.

3. Você concluiu com sucesso a verificação KYC completa neste cassino?

Sim. Para evitar qualquer atraso processual ou burocrático, eu já anexei o meu documento de identidade oficial (KYC) no exato primeiro e-mail enviado no dia 19/08 às 18:20.

O departamento de Compliance recebeu a notificação de vício junto com a documentação necessária para validação no minuto zero. Não houve qualquer pendência de verificação da minha parte.

4. Sua conta ainda está aberta ou o cassino a fechou nesse meio tempo?

A conta foi finalmente encerrada no dia 29 de agosto, 10 dias após o meu pedido formal.

O fato mais relevante é que, no e-mail de confirmação do encerramento (dia 29/08), a própria equipe da Megapari documentou o motivo da falha. Eles escreveram textualmente: "Lamentamos... não tínhamos a intenção de prolongar o processo. Precisamos apenas de todos os detalhes sobre o bloqueio (período)".

Isso comprova que a retenção do bloqueio não foi um atraso sistêmico, mas uma decisão operacional de postergar o fechamento para questionar "prazos", mesmo com o assunto do e-mail inicial sendo claro e em caixa alta: "PERMANENTE".

(Estou anexando novamente a comprovação do envio do meu KYC no dia 19/08 e a captura de tela da equipe de bloqueio sobre o prolongamento do processo).

Sigo à disposição para o envio de eventuais extratos bancários se necessário...

Dear mnunezx2,

Thank you for your response and for providing additional details regarding your case.

After reviewing the information and evidence available to us, I regret to inform you that we cannot proceed with your complaint, as it does not meet the necessary criteria for resolution.

It appears that you sent a single email requesting the closure of your account, but you did not respond to the casino's reply sent on the same day, in which they asked you to confirm your decision. You then continued to play and make deposits without any further communication with the casino or attempting to use the alternative communication channels available to ensure that your account closure request was properly addressed.

In cases involving self-exclusion, we believe that players should follow the casino's instructions and respond to any clarification requests they receive. Relying solely on a single account closure request, without taking any further action after receiving a response from the casino, cannot be considered sufficient due diligence on the player's part.

Therefore, your complaint does not meet the necessary criteria for a refund, and I must reject it as unjustified.

Best regards

Veronika

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