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Subject: Complaint against winmega – Failure to self-exclude and request for refund

Dear Casino Guru Complaint Team,

I am contacting you to file a formal complaint against WinMega Casino.

On [November 25, 2025], I specifically requested the permanent closure of my gaming account due to gambling addiction, requesting immediate self-exclusion. Despite this, the casino did not close my account and allowed me to continue making deposits.

I reiterated the closure request on [11/25/25], but the account remained active and operational.

Following my initial self-exclusion request, I made further deposits totaling €2,200. I believe these amounts should not have been accepted, as the casino had already been formally informed of my condition and my desire to permanently discontinue gambling.

In my opinion, this is a serious violation of responsible gaming policies and the protection of vulnerable players.

I therefore ask:

Verifying that my self-exclusion request was handled correctly.

Full refund of any amounts deposited after the first request to close the account.

The final and irreversible closure of my account.

I have emails, screenshots, and deposit history proving the above, and am available to provide them upon request.

I count on your support to resolve this situation fairly and in compliance with responsible gaming regulations.

Best regards,

Oggetto: Reclamo contro winmega – Mancata autoesclusione e richiesta rimborso

Gentile Casino Guru Complaint Team,

vi contatto per presentare un reclamo formale contro il casinò winmega.

In data [25/11/25] ho richiesto espressamente la chiusura definitiva del mio conto gioco per motivi di ludopatia, chiedendo l’autoesclusione immediata. Nonostante ciò, il casinò non ha provveduto alla chiusura del conto e mi ha consentito di continuare ad effettuare depositi.

Ho reiterato la richiesta di chiusura in data [25/11/25], ma il conto è rimasto attivo e operativo.

A seguito della mia prima richiesta di autoesclusione, ho effettuato ulteriori depositi per un totale di € [2200]. Ritengo che tali somme non avrebbero dovuto essere accettate, in quanto il casinò era già stato formalmente informato della mia condizione e della volontà di interrompere definitivamente il gioco.

A mio avviso si tratta di una grave violazione delle politiche di gioco responsabile e di tutela dei giocatori vulnerabili.

Chiedo pertanto:

La verifica della corretta gestione della mia richiesta di autoesclusione.

Il rimborso integrale delle somme depositate dopo la prima richiesta di chiusura del conto.

La chiusura definitiva e irreversibile del mio account.

Sono in possesso di email, screenshot e cronologia dei depositi che dimostrano quanto sopra, e sono disponibile a fornirli su richiesta.

Confido nel vostro supporto per risolvere questa situazione in modo equo e conforme alle normative sul gioco responsabile.

Cordiali saluti,

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 WinMega 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?
• Have you followed the recommendation of support and addressed your request to the other support address?
• 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 contact the casino again via email at customercare@winmega.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 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."

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

Thank you for your response and attention to my case.

My account is still accessible. However, I would like to emphasize that my primary request is a refund of all the money I deposited into the casino.

I believe this situation was not handled properly, and for this reason, I am asking for your support in helping me recover the full amount of my deposits.

I would appreciate it if you could continue to follow up on my case and assist me in the process of obtaining my refund.

I look forward to hearing from you.

Best regards

Grazie per la vostra risposta e per l’attenzione al mio caso.

Il mio account è ancora accessibile. Tuttavia, desidero sottolineare che la mia richiesta principale è il recupero di tutti i soldi che ho versato nel casinò.

Ritengo che la situazione non sia stata gestita correttamente e per questo motivo chiedo il vostro supporto per aiutarmi a recuperare l’importo totale dei miei depositi.

Vi sarei grato se poteste continuare a seguire il mio caso e assistermi nel processo per ottenere il rimborso.

Resto in attesa di una vostra risposta.

Cordiali saluti

Thanks for your reply.

Could you please confirm that you contacted the casino via customercare@winmega.com in November 2025 or recently?

When was the last time the casino allowed you to deposit?

Please let me know.

As for contacting the casino, I remember having written in the past to the address customercare@winmega.com to request clarification and assistance regarding my account, but I'm not sure of the exact date, which could be November 2025 or even later.

Regarding my last deposit, I unfortunately don't remember exactly when it happened. I assume this information is recorded in your records and in the casino's transaction logs.

I therefore await your response after the appropriate internal checks and thank you in advance for your attention to my case.

Per quanto riguarda il contatto con il casinò, ricordo di aver scritto in passato all’indirizzo customercare@winmega.com per richiedere chiarimenti e assistenza riguardo al mio account, ma non sono certo della data precisa, che potrebbe risalire a novembre 2025 o anche a un periodo successivo.

Per quanto riguarda l’ultimo deposito, purtroppo non ricordo con precisione quando sia avvenuto. Presumo che tali informazioni siano comunque registrate nei vostri archivi e nei registri delle transazioni del casinò.

Resto quindi in attesa di un vostro riscontro dopo le opportune verifiche interne e vi ringrazio anticipatamente per l’attenzione al mio caso

Thanks for your reply.

• Do I understand correctly that, despite having access to the casino, you can't access records of your previous deposits? Are these records missing?
• Could you please explain where the information about your deposits totaling €2200 come from? When have you made these deposits?
• Could you please confirm that after filing the complaint on our website, you contacted the casino again and requested a self-exclusion as recommended?
• After you found out that your self-exclusion wasn't processed, have you contacted the casino again via email or live chat seeking assistance?
• Could you please share with me the responses you received from the casino either recently or back in November 2025?

Send this information to my email at tomas@casino.guru

I sent you email

Ti ho inviato e-mail

Dear Ettore,

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, Igor (igor.p@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

Dear Ettore,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the WinMega Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a WinMega Casino representative to join this conversation and participate in resolving this complaint.

Dear WinMega Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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.

Dear Ettore,

I have repeatedly tried to contact the WinMega Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will 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.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor