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Good morning,

I would like to file a complaint to obtain a refund.

A week ago (September 25th) I asked for my account to be closed because of my addiction as it is very bad for me.

I received a response directing me to the email address to close the account, so I sent them my account closure request (on September 26) and my account was still open.

Following my addiction, I gambled again for a total of €3,200.

I would like to get them back! It's been 6 days since I made the official request and my account is still active!

help me please!

I would like to get my €3,200 back and have my player account permanently closed.

Bonjour,

je souhaiterais déposer une plainte pour obtenir un remboursement.

il y a une semaine (le 25 septembre), j’ai demander à ce que mon compte soit fermé à cause de mon addiction car c’est très mauvais pour moi.

j’ai eu une réponse pour me rediriger vers l’adresse mail pour obtenir la fermeture du compte, je leur ai donc envoyé ma demande de fermeture de compte (le 26 septembre) et mon compte était toujours ouvert.

suite à mon addiction, j’ai rejoué pour un montant de 3200€ en tout.

j’aimerai les récupérer ! Cela fait 6 jours que j’ai fais la demande officielle et mon compte est toujours actif !

aidez-moi s’il vous plaît !

j’aimerai récupérer mes 3200€ et que mon compte joueur soit définitivement fermé ..

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify when exactly you deposited the €3,200 into the casino? Was it a single deposit, or several smaller deposits? If it was several, kindly provide the amounts and dates of each.
• Have you received any response from the casino regarding your refund request from 26 September?
• Have you completed the full KYC verification process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Good morning,

These were several deposits that I have attached below.

Regarding my request of September 26, I have not received any response and my player account is still active.

the KYC process has indeed been validated.

Please help me get my 3200€ back and close my player account, I beg you.

Sincerely, Nicolas W.

Bonjour,

il s’agissait de plusieurs dépôts que je vous joins ci dessous.

concernant ma demande du 26 septembre, je n’ai reçu aucune réponse et mon compte joueur est toujours actif.

le processus KYC a bel et bien été validé.

s’il vous plaît, aidez-moi à récupérer mes 3200€ et à clôturer mon compte joueur je vous en supplie.

cordialement, Nicolas W.

Good morning,

Please, I beg you, please act quickly because the addiction is too strong and in addition to the 3200€ deposit, I have just made another deposit of 400€ and 500€...

which means that my refund request is now €4,100.

I would like my player account to be blocked quickly and to recover my deposits please.

Sincerely, Nicolas W.

Bonjour,

s’il vous plaît, je vous en supplie, merci d’agir rapidement s’il vous plaît car l’addiction est trop forte et en plus des 3200€ de dépôts, je viens de refaire un dépôt de 400€ et de 500€…

ce qui fait que ma demande de remboursement est maintenant à 4100€ ..

j’aimerai que mon compte joueur soit rapidement bloqué et récupérer mes dépôts s’il vous plaît ..

cordialement, Nicolas W.

Good morning,

It's really not going well. I sent another email today asking for my account to be closed quickly, but nothing has changed.

I spent another €2,200 today, the addiction is stronger than anything!

Please help me... in total, excluding withdrawals, I have lost €6,300 since my account closure requests.

I wish and I WANT! To be reimbursed for my 6300€, it is unacceptable not to help people who suffer from an addiction..

attached, the proof of what I say!

Sincerely, Nicolas W.

Bonjour,

ça ne va vraiment pas j’ai encore fait un mail aujourd’hui pour que mon compte soit clôturé rapidement mais rien n’y fait ..

j’ai encore depensé 2200€ aujourd’hui, l’addiction est plus forte que tout !

aidez moi s’il vous plaît … en tout, hors retrait j’ai perdu 6300€ depuis mes demandes de fermeture de compte..

je souhaite et JE VEUX ! Etre remboursé de mes 6300€, c’est inadmissible de ne pas aider les gens qui souffrent d’une addiction ..

ci-joint, les preuves de ce que je dit !

cordialement, Nicolas W.

Thank you very much, Nicowach1995, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of WinMega Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Good morning,

okay thanks.

and what do you do in this case when there is no response?

There's still a lot of money at stake...

Bonjour,

d’accord merci.

et que faisez vous dans ce cas quand il n’y a aucune réponse ?

il y a tout de même beaucoup d’argent en jeu…

Hello Nicowach1995, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. If the complaint ends up unresolved, it will negatively affect the casino's rating on our website and I will provide you with means to lodge a formal complaint with the authorities that are licensing WinMega Casino and can investigate further. But let's hope that will not be the case this time.

Also, I would like to advise you not to share your real name when sending messages, as your personal data could potentially be collected by bots and scammers that prowl gambling websites all across the internet. Better safe than sorry, as they say. :)

I’d like to invite a representative of WinMega Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello Matej,

Thank you very much for your

involvement in this matter!

I really hope to get back my money lost because of my addiction, I really need it..

[Please, do not share your name and other personal data in public responses, thank you]

Bonjour Matej,

Merci beaucoup pour votre

implication dans cette affaire !

j’espère vraiment récupérer mon argent perdu à cause de mon addiction, j’en ai vraiment besoin..

[Please, do not share your name and other personal data in public responses, thank you]

Good morning,

Friday October 3rd I received this but however my player account is still active..

Bonjour,

vendredi 3 octobre j’ai reçu ceci mais cependant mon compte joueur est toujours actif ..

Dear Nicowach1995, please DO NOT use your real name in the messages on this forum for security and data protection reasons. Thank you.

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.

Dear Nicowach1995,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot.

Alternatively, you can contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru.

Lastly, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej