WinMega Casino - A conta do jogador permanece aberta apesar do pedido de encerramento.

Hello dear Casino Guru Team,

Unfortunately, I'm in a dilemma again.

I recently came across an advertisement for another casino where I was able to register. As I'm known to be a gambling addict, I immediately informed the live chat support team to have my account closed immediately, permanently, and irrevocably. The representative told me that this could only be done via email. So I immediately sent an email to the address provided. Since then, no one has responded, but I'm still able to make deposits. I've now accumulated over €700. Once again, I need help closing my account and, if necessary, reclaiming my deposits.

Thank you.

Best regards, Kora76

Hallo liebes Casino Guru Team,

leider bin ich schon wieder in einer Zwickmühle.

Durch Werbung bin ich schon wieder auf ein Casino aufmerksam geworden, bei dem ich mich anmelden konnte. Da ich bekanntlicherweise Spielsüchtig bin, habe ich dies umgehend dem Livechat mitgeteilt um mein Konto umgehend, dauerhaft und unwiderruflich schließen zu lassen. Diese Mitarbeiterin teilte mir mit, dass dies ausschließlich via Mail gestattet sein. Also habe ich umgehend eine Email an die mir mitgeteilte Adresse geschickt. Seitdem reagiert aber keiner, ich kann aber weiter fleißig einzahlen. Mittlerweile sind es wieder über 700€. Erneut bräuchte ich Hilfe bei der Kontoschließung und gegebenenfalls bei der Rückforderung der Einzahlungen.

Vielen Dank.

Liebe Grüße Kora76

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Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Were you in contact with casino support about any issue whatsoever? Did you ever receive any response from support via chat or email?
• Have you successfully unsubscribed from the casino's marketing communication?
• When was the last time you made a deposit to the casino?

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

Hello Tomas.

I made my last deposit today. My account is still open. I contacted them via live chat, but they only told me that the account could only be closed via email and gave me the email address. They also told me to wait for a reply by email. Unfortunately, I haven't received anything by email. Best regards, Kora76

Hallo Tomas.

Das letzte Mal habe ich heute eingezahlt. Mein Account ist immer noch geöffnet. Ich hatte via Live Chat Kontakt, die mir allerdings nur mitteilte, dass man nur via Mail den Account schließen könne und gab mir die E-Mail-Adresse. Ebenfalls sagte sie mir, ich solle auf eine Rückmeldung via Mail warten. Doch leider passiert via Mail gar nichts. LG Kora76

Dear Kora76,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello Kora76,

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 will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Hi Martin, my account has already been closed, but I haven't received any messages from the casino. 🤔🤷🏼‍♀️

Hallo lieber Martin, mein Konto ist schonmal geschlossen, doch null Nachrichten vom Casino🤔🤷🏼‍♀️

Hello Kora76,

thank you for letting us know, I am happy to hear the account is closed. We are still waiting for the casino's response regarding a possible refund.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello dear Martin. I assume the casino didn't contact you via private message either, correct?

Hallo lieber Martin. Ich vermute, dass sich das Casino auch nicht per pN bei dir gemeldet hat, richtig?

Dear Kora76m,

you are right, I can confirm I have not received any response to my messages. Unfortunately, without cooperation from their side, there is little that can be achieved regarding a possible refund. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Regarding any possible next steps, the casino is licensed by both Anjouan Gaming and Curacao Gaming Authority.

Firstly, I would like to advise you to contact the Curaçao Gaming Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Regarding Anjouan Gaming, this authority usually receives complaints through an official validator displayed on license casino's sites, That said, this particular casino is hiding their validator and submitting a complaint there might not be possible. However, if you were able to find a validator on their site, please try that avenue as well.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru