WinMega Casino - La cuenta del jugador debe estar cerrada pero permanece activa.

I informed the above-mentioned casino via live chat that I suffer from gambling addiction and that the account should be permanently closed immediately.

In the live chat I was told that I would have to write an email.

I did this immediately.

Even after two days I was still able to deposit money and lost a total of €3550.

The casino is violating its duty and the law, as accounts must be closed immediately in cases of gambling addiction.

I demand that the casino refund the losses.

Ich Teilte dem oben genannten Casino im Live Chat mit, dass ich unter Spielsucht leide und das Konto sofort dauerhaft geschlossen werden soll.

Im LiveChat wurde mitgeteilt ich müsste dazu eine Email schreiben.

Dies habe ich umgehend getan.

selbst nach zwei Tagen konnte ich noch immer Geld einzahlen und habe dadurch insgesamt 3550€ verloren.

Das Casino verletzt seine Pflicht und verstößt gegen geltendes Recht, denn Konten müssen bei Spielsucht sofort geschlossen werden.

Ich fordere das Casino auf die Verluste zurückzuzahlen.

Dear DennyZ8723,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Has your account been closed in the meantime? If so, please specify when exactly the casino closed it.

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I sent an email. The casino hasn't responded yet, and the account is still fully usable.

Email habe ich gesendet. Das Casino hat bisher gar nicht reagiert, das Konto ist nach wie vor uneingeschränkt nutzbar.

Thank you for your emails.

According to the available evidence, you submitted your self-exclusion request on June 25, and the casino closed your account on June 27. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, WinMega Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Thank you for your understanding, I am sorry we could not be of more help on this occasion.

Best regards

Veronika

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