The player from Germany requested self-exclusion via email, but he is still able to make deposits, resulting in a loss of €370 since his request.
WinMega Casino - Player’s self-exclusion request is ignored.
Amount: €371
WinMega Casino
Safety Index:Below averageSafety Index
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5.1
WinMega Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Opened
Current status
Waiting for casino to reply
0d 10h 44m 51s
Case summary
6 days ago
Public
Public
2 weeks ago
Translation
After requesting self-exclusion via email, I can still make deposits, so far since the self-exclusion request I have lost the amount of €370.
Automatic translation:
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2 weeks ago
Dear Jonei,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mega Win Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account verified?
- When did you request a self-exclusion from the casino? Have you received a notification that your message was received?
- Have you contacted casino live chat after you noticed your request hasn't been processed yet?
- Have you asked the casino for a refund of the deposits already? What response have you received?
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
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2 weeks ago
Translation
Hello, the casino isn't Mega Win, it's WinMega, the only thing I couldn't locate in the system. My account isn't verified because it wasn't necessary at the moment. When I requested self-exclusion in the live chat, they told me I had to send an email to support. Once I sent the email, I didn't receive any confirmation. Of course, I contacted the live chat several times after finding out my account was still open, but they still didn't offer me any solution. And although I have informed the casino that I want a refund of my deposits, their response has been to send me another email to contact them and automatically close my user account... I think this is very unfair treatment.
I attach the URL of the casino page itself.
https://winmega.co/de
Thanks for the help
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2 weeks ago
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I attach screenshots of the conversations and the amounts deposited after the request date.
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1 week ago
Translation
Hello?
Two days ago, after posting my complaint, the casino closed my account for a month, even though I requested an indefinite closure. I also requested a refund for my deposits, but they haven't responded. What else can I do to get them to contact me? Thank you, Casinoguru team.
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1 week ago
Thank you very much, Jonei, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
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6 days ago
Hello Jonei,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
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.
Respectfully,
Michal
WinMega Casino has 0d 10h 44m 51s to reply
