WinMega Casino - Se ignora la solicitud de autoexclusión del jugador.

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.

Después de solicitar la autoexclusión vía email, sigo pudiendo realizar depósitos por lo que hasta el momento desde la solicitud de autoexclusión he perdido la cantidad de 370€

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

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

Buenas, el casino no es Mega Win, es WinMega lo único que no pude localizarlo en el sistema. Mi cuenta no está verificada porque no era necesario por el momento. Cuando solicite la autoexclusión en el chat en vivo me dijeron que debía enviar un email a soporte, una vez enviado el email no recibí ningún mensaje de confirmación. Si por supuesto me puse varias veces en contacto con el chat en vivo después de conocer que mi cuenta seguía abierta, pero siguieron sin darme ninguna solución. Y si he comunicado al casino que quiero el reembolso de mis depósitos, su respuesta a sido darme otro email para que me ponga en contacto y automáticamente cerrar mi cuenta de usuario... Me parece un trato muy injusto.

Adjunto el URL de la pagina del casino en si

https://winmega.co/de

Gracias por la ayuda

I attach screenshots of the conversations and the amounts deposited after the request date.

Adjunto pantallazos de las conversaciones y las cantidades depositadas después de la fecha de solicitud

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.

Hola?

Hace dos días, después de publicar mi queja, el casino cerro mi cuenta por un periodo de 1 mes aunque he solicitado el cierre indefinido. También he solicitado el reembolso de los depósitos realizados pero ya no han vuelto a responder. Que más puedo hacer para que se comuniquen conmigo? Gracias equipo de casinoguru

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.

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

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.

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