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