WinMega Casino - El jugador aún no ha recibido las ganancias.

I had requested a payout several times and stated that the processing and payout should be done as quickly as possible because it is urgent and I have written emails and was also promised in the live chat that this has been deposited and that you will be contacted immediately

Ich hatte mehrfach eine Auszahlung beantragt, habe darauf hin mitgeteilt dass die Bearbeitung und die Auszahlung schnellstmöglich erfolgen soll, da es dringend ist und ich emails geschrieben habe und auch im livechat mir versprochen wurde das dies hinterlegt worden ist und Sie umgehend kontaktiert werden

Dear andreastueker,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I have asked several times for the payout to be expedited and for my account to be deleted because I have repeatedly stated that I am addicted to gambling.

Regarding the deletion of the account, I was referred to an email address and when I asked the chat to delete the account immediately, this was again denied.

Ich habe mehrfach gebeten die Auszahlung zu beschleunigen und auch mein Konto zu löschen da ich mehrfach gesagt habe ich bin spielsüchtig.

Wegen der Löschung des Kontos wurde ich auf eine email Adresse verwiesen und auf Nachbitte das der Chat das Konto umgehend löschen soll, wurde es wieder verneint.

Dear andreastueker, first, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Could you please let me know what the current status of your withdrawal request is?

Thank you very much in advance.

I have now emailed you something I have.

I explicitly wrote that I am addicted to gambling, so the casino must understand that, right?

Ich habe ihnen jetzt was mit vorliegt zugemailt.

Ich habe explizit reingeschrieben das ich spielsüchtig bin , da muss doch das Casino doch dann verstehen oder ?

Sorry, did you receive the emails?

entschuldigung haben Sie die Emails erhalten ?

Good evening

I don't understand why the casino isn't responding to my inquiries. I want to delete and block my account immediately and irrevocably because of my gambling addiction!

Guten Abend

ich verstehe nicht warum das Casino auf meine Anfragen nicht reagiert. Ich will wegen melner Spielsucht umgehend und unwiderruflich das Konto löschen und sperren !!!

Dear andreastueker, could you please confirm whether your account has already been closed following your request?

Could you please confirm whether you made any additional deposits besides those from May 5th?

Have you tried contacting the casino via these two email addresses as well: customerassist@winmega.co and support@winmega.co?

The account has not been blocked or deleted

I wrote to them again yesterday and nothing came

I received the email address from the live chat On 06.05.2025 I deposited another 600 euros

Das Konto wurde nicht gesperrt oder gelöscht

ich habe gestern nochmal denen geschrieben und da kam nichts

die email Adresse habe ich vom livechat erhalten support@winmega.com . Am 06.05.2025 habe ich nochmals 600 Euro eingezahlt

Good day ,

I don't understand why this casino isn't responding to my emails. When will you write to the casino so they can respond?

Guten Tag ,

ich verstehe nicht warum dieses Casino auf meine emails nicht reagiert . Wann schreiben Sie das Casino an damit Sie reagieren ?

Thank you very much, andreastueker, 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.

Hello andreastueker,

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

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.

Good evening ,

That's the problem; they're not responding, they're not responding to inquiries or emails. I lost almost €2,400. They've now deleted the account.

why don't you answer???

Guten Abend ,

das ist das Problem ; die melden sich nicht, reagieren nicht auf Anfragen , Mails . Ich habe knapp 2400 Euro verloren . Die haben das Konto jetzt gelöscht .

warum antwortet man nicht ???

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru.

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

Best regards,

Michal V