WinMega Casino - Player’s withdrawal is declined due to bonus manipulation.

Casino claims me for bonus manipulation and declined my withdraw. I played normally and met the bonus requirements. Casino support does not provide any details and chat support only refers to bonus manipulation.

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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.

• Is your player's account accessible to you? Can you log in?
• Could you please specify which bonus you activated and played?
• Do I understand correctly that the casino only returned the amount you deposited to your balance?
• Have you completed account verification in the casino?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino when you contacted them regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear LeMiquel,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello! I used a 200% welcome bonus I received by advertisement email. I have completed all necessary kyc and my account is active and I can log in. I played all necessary requirements so that my balance was changed from bonus to real money. I continued playing for some time with real balance and even won some minor jackpots that the casino offered with a 0.1€ per spin addition to the normal stake. I did change my bet many times as I was playing and the chat support stated that I was not supposed to raise my bet so when I made a withdraw request the casino removed all my winnings and my balance was changed to the original deposit amount 25€ with all jackpot wins removed with all winnings gone. I have now received a response from the email support where they stated the same thing: I have changed my bet somehow to manipulate the bonus and therefore all my winnings have been removed. 

Dear LeMiquel,

Thanks for your patience and the evidence provided.

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would try to get in touch with the casino and ask for their assistance; however, this casino has multiple cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us in solving players' complaints. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to respond, we will reopen the complaint, and you will be notified by email.

Since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion.

Best regards,

Tomas

Casino Guru