WinMega Casino - Player wants his money back after account issues.

Same old problem, I'm exhausted, but don't do anything... I sent emails about gambling addiction, but they pretend nothing happened. I want my money back.

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.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Since when are you attempting to self-exclude from this casino due to gambling addiction?
• Could you please advise when was the last time the casino allowed you to deposit?
• When was the last time the casino support responded to you?
• Could you please clarify what the disputed amount represents in this situation?

If your account hasn't been blocked yet, I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email.

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 WinMega 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."

Please send another email to customercare@winmega.co (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Yes, it's been two days since I sent the request. In the chat they say to send an email again. In the meantime, I've paid again, and it's still psychologically damaging. I want my money back... especially since I'm about to pay again, this has made me nervous and is giving me even more urgency.

Hi dear, nothing, I've been with my account open for 10 days. I'm already suffering from compulsive gambling anxiety. What's the current situation with you asking for my money back?

Tomas are you there please I'm sick have you contacted winmega?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi Josef they are ruining me I want my money

Hi,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Hi Josef, I'm desperate...the account is still open, they made me deposit and the urge is strong...I want my money back.

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear luxor83,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino.

https://casino.guru/licensing-authorities/curacao-license

https://casino.guru/licensing-authorities/comoros-license

Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef