Megarich Casino - Das Spielerkonto wurde geschlossen und die Einzahlungen wurden einbehalten.

While I had asked the casino to close the account for addiction reasons and it was subsequently closed, after a few days I was allowed to open an account with the same details and make deposits worth 860 euros and when I informed the casino, it stopped responding to me and the deposits were never returned.

Ενώ είχα ζητήσει από το καζίνο να κλείσει ο λογαριασμός για λόγους εθισμού και έκλεισε σε συνέχεια μετά από μέρες μου επιτράπηκε να κάνω λογαριασμό με τα ίδια στοιχεία και να κάνω καταθέσεις αξίας 860 ευρώ και όταν ενημέρωσα εγώ το καζίνο σταμάτησε να μου απαντάει και δεν έγινε ποτέ η επιστροφή των καταθέσεων

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Megarich Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion via email at support@megarich.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Megarich Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Tomas I have sent you all the information I have in the email, do you need anything else? Why aren't you answering me? Please you need to help me with this casino scam, they haven't responded to any of my emails regarding the violation of responsible gaming regulations and now I can't even access the site to contact live support to know if the deposits will be refunded since the casino violated the regulations.

Tomas σου έχω στείλει στο mail όλα τα στοιχεία που έχω χρειάζεται κάτι άλλο; Γιατί δεν μου απαντάς;σε παρακαλώ πρέπει να με βοηθήσετε με αυτό το καζίνο απάτη δεν μου έχουν απαντήσει σε κανένα mail σχετικά με την παραβίαση των κανονισμών υπεύθυνου παιχνίδιου και πλέον δεν μπορώ ούτε να μπω στο σάιτ ώστε να επικοινωνήσω με την ζωντανή υποστήριξη να ξέρω αν θα γίνει η επιστροφή των καταθέσεων αφού το καζίνο παραβίασε τους κανονισμούς

Thanks for your patience.

I went over the correspondence you sent me. For us to conclude that the casino failed to protect you, the initial self-exclusion request, or any communication where you initially disclosed your gambling issues.

• Could you please explain how and when you requested a self-exclusion due to gambling problems to the casino initially? Would you be able to provide this communication to me?
• Could you please explain which email address you used to initially register your account in the casino?
• Do I understand correctly that the initial account is closed, but you kept receiving newsletters and ads to the email address initially associated with your player's account?

Looking forward to your reply

Hello Garas,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

I went over the information you provided.

• Could you please specify which email was used to register your original account in the casino? Please note that the self-exclusion request you shared with me doesn't specify the sender's email.
• Could you please confirm that both your accounts are currently closed?

Thanks in advance for your cooperation.

It's been 40 days and I've never received a response from the casino regarding the responsible gaming violation, the refund has never been made and the casino has blocked the chats and I can't even access the website to contact customer service anymore.

Έχουν περάσει 40 μέρες δεν έχω λάβει ποτέ απάντηση από το καζίνο σχετικά με την παραβίαση κανονισμών υπεύθυνου παιχνιδιού δεν έχει γίνει ποτέ η επιστροφή των χρημάτων και το καζίνο μπλόκαρε τις συνομιλίες και δεν μπορώ πλέον ούτε να μπω στην ιστοσελίδα ώστε να επικοινωνήσω με την εξυπηρέτηση πελατών

Thanks for your patience.

Could you please specify the sender's email that was used in the self-exclusion request from this screenshot? Alternatively, forward the original email instead of a screenshot to me for review.

I apologize for the inconvenience.

Dear Garas,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Garas,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to forward me the email from 17th of March, so I can see it as a full email not only as a screenshot. You can forward it to martin.l@casino.guru. I would also like to invite the Megarich Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and offer your statement? How has the player managed to create a second account? Thank you in advance for providing us with your view of the issue.

Dear Garas,

thank you for your message, I can confirm I have received the email.

Thank you, just to let you know that the first account was closed on March 17th and I was informed by email. I'm trying to find it. If I find it, I'll send you this email as well. The amount that has been made to the second account is 960 euros in total.

Σας ευχαριστώ απλά να ξέρετε ότι ο πρώτος λογαριασμός είχε κλείσει στις 17 Μαρτίου και είχα ενημερωθεί με mail προσπαθώ να το βρω αν το βρω θα σας το στείλω και αυτό το mail και το ποσό που έχει γίνει στον δεύτερο λογαριασμό το σύνολο είναι 960 ευρώ

Dear Martin,

Thank you for your message.

On March 17th, the player contacted our support team and clearly requested account closure due to gambling addiction. The request was explicit, and the account (Redacted) was permanently closed on the same day in line with our Responsible Gambling procedures.

On March 22nd, a new account (Redacted) was registered. During registration, different contact details were provided, including a different email address and phone number, as well as different profile information such as city. The account also remained unverified at that stage.

Our duplicate detection measures rely on a combination of matching data points and consistency of user information. In this case, due to the differences in key registration details, there were no sufficient indicators at the moment of registration to automatically link the new account to the previously self-excluded one.

Once the connection between the accounts was identified, the second account was closed.

We would also like to point out that, according to our T&C, only one account per player is allowed, and any additional accounts may be closed, with all related activity subject to review . In addition, we reserve the right to close any further accounts linked to the same individual or shared identifiers .

Registering a new account after self-exclusion, as well as providing different registration details, constitutes a breach of these Terms.

Based on the above, we can confirm that the self-exclusion request was processed correctly, and the subsequent activity occurred only after a new account was created using different details.

Please let us know if you need any further information.

Kind regards,

Megarich Casino Team

Your casino has reported false information, the only thing that was different from the details was the email address, all the other details, home address, phone number, first name, last name, identification details were the same as the first account that I had requested the exclusion of, as they never mentioned that I informed them about the second account and they have also never responded to any email I sent them regarding the case.

Το καζίνο σας έχει αναφέρει ψεύτικες πληροφορίες το μόνο που ήταν διαφορετικό από τα στοιχεία ήταν η διεύθυνση mail όλα τα υπόλοιπα στοιχεία Διεύθυνση κατοικίας τηλέφωνο όνομα επώνυμο στοιχεία ταυτότητας ήταν ίδια με τον πρώτο λογαριασμό που είχα ζητήσει τον αποκλεισμό όπως δεν ανέφεραν ποτέ πως εγώ τους ενημέρωσα για τον δεύτερο λογαριασμό και επίσης δεν μου έχουν απαντήσει ποτέ σε κάποιο mail που τους έστειλα σχετικά με την υπόθεση

Dear Casino representative,

thank you for your thorough explanation. Would it be possible for the casino to provide us with screenshots of both accounts, showing the discrepancies and similarities between them? Please send the evidence to my e-mail address at martin.l@casino.guru.

Dear Martin, I would like to inform you once again that the casino has never responded to any of the emails I sent and now I cannot access their website as I sent you the proofs and I cannot have any conversation with this casino in any way about a refund. Before requesting all the details from this casino, it is obvious that it violates the regulations and cheats the players.

Αγαπητέ Martin και σου αναφέρω ακόμη μια φορά ότι το καζίνο δεν μου απαντήσε ποτέ σε όσα mail έστειλα και πλέον δεν μπορώ να μπω στην ιστοσελίδα τους όπως σου έστειλα τα αποδεικτικά και δεν μπορώ να έχω καμία συνομιλία με αυτό το καζίνο με κανέναν τρόπο για την επιστροφή των χρημάτων πρε να ζητήσεις όλα τα στοιχεία από αυτό το καζίνο είναι προφανές πως παραβιάζει τους κανονισμούς και εξαπατήσει τους παίχτες

Dear Martin,

We have sent the requested additional information and supporting screenshots to your email for review.

Please let us know if anything further is required from our side.

Kind regards,

Megarich Casino Team

Dear casino representative,

I have responded to your email, please check your inbox.

Dear Martin,

We have replied to your email.

Kind regards,

Megarich Casino Team

Dear Martin, I have not yet received the information that the casino sent you. I would like to see it and tell you if it is true because, as I explained to you, the casino has never responded to any message or complaint that I have made. I beg you to answer me if the casino will return the 960 euros that it took from me through fraud and violation of the regulations.

Αγαπητέ Martin δεν έχω ενημερωθεί ακόμη με τα στοιχεία που σας έστειλε το καζίνο θα ήθελα να τα δω να σας πω αν είναι αληθινά γιατί όπως σας εξήγησα το καζίνο σε εμένα δεν μου απάντησε ποτέ σε κανένα μύνημα και καμία καταγγελία που έχω κάνει σας εκλιπαρώ να μου απαντήσετε αν το καζίνο θα μου επιστρέψει τα 960 ευρώ που μου απέσπασε με απάτη και παραβίαση του κανονισμού

Dear casino representative,

thank you for providing us with the evidence regarding this complaint.

Dear Garas,

we have received evidence from the casino representative. There have been some differences in the information provided.

A modified address line (additional space before number), different phone number was entered, a different city/suburb of the original city was entered, and of course there was a difference in email address.

At this point, we need to evaluate and offer a verdict, whether the casino's detection mechanisms were insufficient, or whether they were simply bypassed. Are there any comments from your side, about any other matching datapoints you can remember?

Both accounts have the same details except the email address is the same address with the same zip code the same personal details the same date of birth and identification details I don't remember the phone number but I'm sure it's the same otherwise how was the account confirmed? I'm sure the casino bypassed the details to create the second account otherwise explain if there was a reason the casino never responded to any email when I reported the violation of the regulation and why they blocked me so I couldn't go to their website and communicate with the live chat?

Και στους δύο λογαριασμούς είναι τα ίδια στοιχεία εκτός η διεύθυνση mail είναι η ίδια διεύθυνση με τον ίδιο ταχυδρομικό κώδικα τα ίδια στοιχεία προσωπικά η ίδια ημερομηνία γέννησης και τα στοιχεία ταυτότητας δεν θυμάμαι για τον αριθμό τηλεφώνου αλλά είμαι σίγουρος πως είναι ο ίδιος αλλιώς πως έγινε η επιβεβαίωση του λογαριασμού; Είμαι σίγουρος πως το καζίνο παρέκαμψε τα στοιχεία για δημιουργηθεί ο δεύτερος λογαριασμός αλλιώς εξήγησε ότι αν υπήρχε λόγος που το καζίνο δεν μου απάντησε ποτέ σε κανένα mail όταν τους ανέφερα την παραβίαση του κανονισμού και γιατί με απέκλεισαν ώστε να μην μπορώ στην ιστοσελίδα τους και να επικοινωνήσω με το live chat ;

Thank you for the update and for the opportunity to comment on the information presented.

I would like to clarify that the differences mentioned are minor and do not substantially change the user's identity or personal data. Specifically:

The extra space before the number in the address appears to be simple formatting or typographical variation.

The different city or suburb registration concerns the same wider residential area and not a different address.

The change in phone number or email does not negate the fact that there were multiple common elements that could be detected by the casino's security systems.

Furthermore, all the identification details and date of birth were exactly the same. Also, both accounts were created from the same device and via the same network, which I believe should have been immediately detected by the casino's control and detection systems.

I would also like to mention that when I contacted the casino and pointed out that I believe there was a violation of the regulations on their part, I never received a response to my emails. At the same time, I was blocked from the website's chat, without any meaningful support or explanation.

Based on the above, I believe that there was sufficient data for the casino to identify the situation in a timely manner and act accordingly, rather than allowing the activity to continue and raising the issue at a later stage.

I don't recall any other significant data points that were modified beyond what was already mentioned.

I remain available for any further clarification.

ευχαριστώ για την ενημέρωση και για την ευκαιρία να σχολιάσω τα στοιχεία που παρουσιάστηκαν.

Θα ήθελα να διευκρινίσω ότι οι διαφορές που αναφέρονται είναι μικρές και δεν αλλάζουν ουσιαστικά την ταυτότητα ή τα προσωπικά δεδομένα του χρήστη. Συγκεκριμένα:

Το επιπλέον κενό πριν από τον αριθμό στη διεύθυνση φαίνεται να είναι απλή μορφοποίηση ή τυπογραφική διαφοροποίηση.

Η διαφορετική καταχώρηση πόλης ή προαστίου αφορά την ίδια ευρύτερη περιοχή κατοικίας και όχι διαφορετική διεύθυνση.

Η αλλαγή στον αριθμό τηλεφώνου ή στο email δεν αναιρεί το γεγονός ότι υπήρχαν πολλαπλά κοινά στοιχεία που μπορούσαν να εντοπιστούν από τα συστήματα ασφαλείας του καζίνο.

Επιπλέον, όλα τα στοιχεία ταυτότητας και η ημερομηνία γέννησης ήταν ακριβώς ίδια. Επίσης, και οι δύο λογαριασμοί δημιουργήθηκαν από την ίδια συσκευή και μέσω του ίδιου δικτύου, γεγονός που θεωρώ ότι θα έπρεπε να είχε εντοπιστεί άμεσα από τα συστήματα ελέγχου και ανίχνευσης του καζίνο.

Θα ήθελα επίσης να αναφέρω ότι, όταν επικοινώνησα με το καζίνο και επισήμανα ότι θεωρώ πως υπήρξε παραβίαση των κανονισμών από την πλευρά τους, δεν έλαβα ποτέ απάντηση στα email μου. Παράλληλα, αποκλείστηκα από τη συνομιλία/chat της ιστοσελίδας, χωρίς να μου δοθεί ουσιαστική υποστήριξη ή εξήγηση.

Με βάση τα παραπάνω, θεωρώ ότι υπήρχαν επαρκή δεδομένα ώστε το καζίνο να εντοπίσει εγκαίρως την κατάσταση και να ενεργήσει ανάλογα, αντί να επιτρέψει τη συνέχιση της δραστηριότητας και να εγείρει το ζήτημα σε μεταγενέστερο στάδιο.

Δεν θυμάμαι κάποιο άλλο ουσιαστικό σημείο δεδομένων που να είχε τροποποιηθεί πέρα από όσα ήδη αναφέρθηκαν.

Παραμένω διαθέσιμος για οποιαδήποτε περαιτέρω διευκρίνιση.

And from the same debit card that had been used on the first account and had been verified with the proof the casino had asked me for (photos)

Και από την ίδια χρεωστική κάρτα που είχε χρησιμοποιηθεί στον πρώτο λογαριασμό και είχε επαληθευθεί με τα αποδεικτικά που μου είχε ζητήσει το καζίνο (φωτογραφίες)

Dear parties,

Thank you both for providing the requested evidence.

After reviewing all the available information, we believe the case may fall into a gray area. While the player did create a new account using a different email address and phone number after requesting a gambling addiction-related self-exclusion, there were also several matching data points between the two accounts, including the player's name, date of birth and the same payment method.

Therefore, we would like to ask the casino, whether they could provide more information about their system, and explain the matching process on their website. We of course fully acknowledge this is confidential information, and I would like to invite you to continued the discussions by email - martin.l@casino.guru

We look forward to hearing your thoughts.

Best regards

Martin

Thank you for the update and for the evaluation of the case.

I would like to point out that, according to the information you provided, there was multiple common data between the two accounts, such as the same name, the same date of birth, the same payment method, as well as the same device and the same connection network used to create and access the accounts.

Although there were differences in the email and phone number, I believe that these changes were not sufficient to completely bypass the security mechanisms, especially in a case related to self-exclusion due to gambling addiction. In my opinion, the casino's systems should have detected the matches in a timely manner and prevented the creation or use of the second account.

I would also like to mention that when I tried to contact the casino to point out what I believe was a breach of regulations and inadequate implementation of responsible gaming measures, I never received a response to my emails. Furthermore, I was blocked from the website's chat without any meaningful explanation or support.

I believe that in cases of self-exclusion, particularly when related to addiction problems, the provider's responsibility is increased and controls should be effective and preventive.

For the above reasons, I also request the refund of the total amount of 960 euros, which was deposited and used in the second account, as I believe that this account should never have been allowed to be created or remain active.

I remain available for any further clarification.

ευχαριστώ για την ενημέρωση και για την αξιολόγηση της υπόθεσης.

Θα ήθελα να επισημάνω ότι, σύμφωνα και με τα στοιχεία που αναφέρατε, υπήρχαν πολλαπλά κοινά δεδομένα μεταξύ των δύο λογαριασμών, όπως το ίδιο ονοματεπώνυμο, η ίδια ημερομηνία γέννησης, η ίδια μέθοδος πληρωμής, καθώς και η ίδια συσκευή και το ίδιο δίκτυο σύνδεσης που χρησιμοποιήθηκαν για τη δημιουργία και πρόσβαση στους λογαριασμούς.

Παρότι υπήρξαν διαφορές στο email και στον αριθμό τηλεφώνου, θεωρώ ότι αυτές οι αλλαγές δεν ήταν επαρκείς ώστε να παρακάμψουν πλήρως τους μηχανισμούς ασφαλείας, ειδικά σε μια περίπτωση που σχετίζεται με αυτοαποκλεισμό λόγω εθισμού στον τζόγο. Κατά την άποψή μου, τα συστήματα του καζίνο όφειλαν να εντοπίσουν εγκαίρως τις αντιστοιχίες και να αποτρέψουν τη δημιουργία ή τη χρήση του δεύτερου λογαριασμού.

Θα ήθελα επίσης να αναφέρω ότι όταν προσπάθησα να επικοινωνήσω με το καζίνο για να επισημάνω ότι θεωρώ πως υπήρξε παραβίαση των κανονισμών και ανεπαρκής εφαρμογή των μέτρων υπεύθυνου παιχνιδιού, δεν έλαβα ποτέ απάντηση στα email μου. Επιπλέον, αποκλείστηκα από τη συνομιλία/chat της ιστοσελίδας χωρίς ουσιαστική εξήγηση ή υποστήριξη.

Θεωρώ ότι σε περιπτώσεις αυτοαποκλεισμού, ιδιαίτερα όταν σχετίζονται με προβλήματα εθισμού, η ευθύνη του παρόχου είναι αυξημένη και οι έλεγχοι θα πρέπει να είναι αποτελεσματικοί και προληπτικοί.

Για τους παραπάνω λόγους, ζητώ επίσης την επιστροφή του συνολικού ποσού των 960 ευρώ, το οποίο κατατέθηκε και χρησιμοποιήθηκε στον δεύτερο λογαριασμό, καθώς θεωρώ ότι ο λογαριασμός αυτός δεν θα έπρεπε ποτέ να είχε επιτραπεί να δημιουργηθεί ή να παραμείνει ενεργός.

Παραμένω διαθέσιμος για οποιαδήποτε περαιτέρω διευκρίνιση.

Dear Martin!

We have replied to your email.

Best regards,

Megarich Casino Team

Dear Garas,

Thank you for your patience throughout our investigation and for providing all the information and evidence requested.

After carefully reviewing the evidence submitted by both parties, including information about the casino's safeguarding process, we have reached our final conclusion and we will unfortunately be forced to reject your complaint.

While we acknowledge that certain data points matched across the accounts, we can also confirm that the new account was registered using a different email address and other modified registration details. As a result, the account could not be immediately linked to the previously self-excluded account. Additionally, the second account was closed on the same day it was opened, we therefore believe the casino had acted as soon as they saw a breach of their safeguards.

That said, we share your concerns regarding the continued receipt of promotional emails after your self-exclusion request. Players who have self-excluded due to gambling problems should not receive gambling-related marketing communications. We therefore strongly encourage the casino to review its marketing suppression procedures and ensure that all promotional messages to self-excluded players are stopped without delay. In case the marketing messaging continues next week, please do let us know.

We understand this is not the outcome you were hoping for, based on the available evidence we are unable to rule in your favor in this case.

Thank you to both parties for their cooperation.

Best regards

Martin