WinMega Casino - Se ignora la solicitud de cierre de cuenta del jugador.

The casino did not respond to my request to close due to gambling addiction, so I lost another €1,000 today.

Das casino hat nicht auf meine Anfrage zur Schließung wegen spielsucht reagiert und so konnte ich heute erneut 1000€ verlieren.

Hello justins99js,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Mega Win Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise when did you request for the self-exclusion?
• Did you specifically mention gambling addiction in your request?
• How long after your request did you deposit again?

Looking forward to your answer.

Regards,

Nick

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

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

Stay cautious and contact us directly if you have any doubts.

Good day, thank you for the answer.

This is a misunderstanding.

This is the WINMEGA casino and NOT MEGAWIN.

Can this still be changed?

Guten Tag danke für die Antwort.

Dies ist ein Missverständnis.

Es handelt sich um das casino WINMEGA und NICHT MEGAWIN.

Lässt sich das noch ändern ?

Hello justins99js,

The casino has been now changed.

Would it be possible to answer to the questions given in the first post?

Awaiting your response.

Regards,

Nick

Good day,

Thanks for the change.

I first requested closure via email on April 14th with the subject "Closing account due to gambling addiction." On April 17th, I received a response and was referred to a different email address. My account is still open today, and I can log in.

I deposited again on April 17, just like on April 18, and lost a total of €1,550 on those two days. I would like a refund.

I hope this answers your questions and we can clear this up here. Thank you!

Guten Tag,

Danke für die Änderung.

Ich habe erstmalig am 14.04 um Schließung via Email gebeten mit dem Betreff "konto schließen wegen spielsucht" Am 17.04 bekam ich eine Antwort und wurde auf eine andere emailadresse verwiesen. Mein konto ist bis heute noch offen und ich kann mich einloggen.

Ich habe am 17.04 wieder eingezahlt genau wie am 18.04 und an diesen beiden Tagen insgesamt 1550€ verloren. Diese möchte ich erstattet haben.

Ich hoffe das beantwortet ihre Fragen und wir können das hier klären, Vielen Dank!

Hello justins99js,

Would it be possible to forward the e-mail request you have sent to the casino to nikolas.b@casino.guru as evidence of your self-exclusion request?

Looking forward to hearing from you.

Regards,

Nick

Hello Nick,

I sent an email. Can you confirm whether you received it?

How long could the resolution take? I lost money I don't actually have... Thank you very much!

Hallo Nick,

Ich habe eine Email gesendet. Können Sie mir bestätigen ob sie eine erhalten haben ?

Wie lange könnte die Klärung dauern? Ich habe geld verloren das ich eigentlich nicht habe... Vielen dank!

Dear justins99js,

After reviewing the casino’s website, it appears the issue may stem from sending your request to the incorrect email address. You mentioned using support@winmega.com, but the correct address for self-exclusion requests—according to the casino’s terms—is customercare@winmega.co

Please resend your request to the correct address and let us know the outcome by the end of the week so we can assist further if needed.

Best regards,

Nick

Hello,

The account has already been closed. I still insist on a refund of the funds lost since the closure request. In my opinion, I should have been informed immediately by email that I should have contacted the other email address.

Hallo,

Das konto ist bereits gesperrt. Ich bestehe trotzdem auf die Erstattung der seit der Anfrage zu Schließung verlorenen Geldmittel. Für mich hätte man mich umgehend darüber per Mail informieren müssen mich an die andere mailadresse zu wenden.

Dear justins99js,

Could you please confirm whether you contacted the correct email address this time, or how you managed to get in touch with the casino?

If your initial request was sent to a non-existent email address, the casino would not have been aware of your request, and therefore would have had no way of responding to or processing it.

Looking forward to your clarification.

Best regards,

Nick

I first written and then a little later to Here are the evidences

Ich habe zuerst an support@winmega.com geschrieben und dann etwas später an customercare@winmega.com. Hier die beweise

Dear justins99js,

Can you please advise when exactly did the casino close your account?

Additionally, please specify the amounts of deposits and dates when you have made them.

Looking forward to hearing from you.

Regards,

Nick

Hello,

Unfortunately, I can't provide any further information on this, as my account is closed and I don't have access to this information. The casino either needs to comment on this or give me access to my account again to obtain this information. All I know is that the losses are in the four-digit range (after the closure request).

Hallo,

Ich kann dazu leider keine Angaben mehr machen da mein konto geschlossen ist und ich keinen Zugriff auf diese Informationen habe. Entweder muss das casino sich dazu äußern oder mir noch einmal Zugriff auf mein spielerkonto geben um diese Informationen zu beschaffen. Ich weiß nur das die Verluste sich im 4stelligen Bereich befinden (nach der Anfrage zur schließung)

Dear justins99js,

I'm glad to hear that your account has now been closed.

However, please note that we are unable to assist further with your self-exclusion request, as the emails were sent to the incorrect address multiple times, and you have not been able to provide key details such as the exact date of the request or a correctly addressed exclusion email.

Given these circumstances, I would strongly recommend reaching out directly to the casino's licensing authority for further assistance and resolution.

Is there anything else we could assist you with?

Kind regards,

Nick

I think it's perfectly legitimate to request a refund if the casino refuses to close the account upon request via live chat. That would be the only quick way to prevent further deposits.

Ich finde es ist vollkommen legitim eine Rückerstattung zu erhalten, wenn das casino verweigert das Konto auf Anfrage im live Chat zu schließen. Denn das wäre der einzige schnelle Weg weitere Einzahlungen zu verhindern.

Dear justins99js,

Thank you for your message.

It is correct that a casino may be required to refund deposits if certain conditions are met. However, as noted in my previous response, we have not received the necessary details—such as specific dates and information—to properly assess the situation.

Without this information, we are unfortunately unable to proceed with further investigation or resolution. As a result, we will now be closing the complaint.

Should you obtain the relevant details at a later time, please feel free to reach out again.

Best regards,

Nick