Megaways Casino - Player is asking for a deposit refund.

Dear Jasminhorner,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gambling section, and this is what I found:

Could you please clarify whether the self-exclusion from the other casino was still active when you opened an account in this casino? Or was the account in this casino also closed, but reopened after the self-exclusion period ended?

Do I understand correctly that you managed to deposit £500 (dispute value) while your account was active?

Looking forward to hearing from you.

Best regards,

Kristina

Hi the account was created before the exclusion was applied whilst the casino was still branded as starspins i never asked for any account to be reopened they all remain closed still

Thank you very much for your reply, Jasminhorner. Have you requested self-exclusion directly from this casino? Could you please forward me the self-exclusion request based on which this account was supposed to be closed?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information (especially the self-exclusion request) is essential if we wish to proceed with the case. Thank you in advance.

Dear Jasminhorner,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.