Hello, I've tried several times to request self-exclusion from the casino due to gambling addiction. However, they haven't responded to my emails. Therefore, I continue to deposit money without any response from the casino. Can you help me get my account closed and my payment refunded? The casino must be held responsible if a player says they're addicted and can't control their behavior.

Guten Tag, ich habe bereits mehrfach versucht, bei dem Casino einen selbst Ausschluss zu beantragen, aufgrund von spielsucht . Es wird jedoch nicht auf meine Mails reagiert. Entsprechend zahle ich immer weiter Geld ein, ohne dass regaiert wird vom Casino. k?nnen Sie mir helfen, dass mein Konto geschlossen wird und meine Zahlung mir zurückgezahlt werden. Das Casino muss doch verantwortlich sein wenn ein Spiel sagt das er süchtig ist und sein Verhalten nicht im Griff hat

Dear Marti89,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinMega Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Has the casino responded to your refund request already? What did the casino reply?
• Do I understand correctly that your attempts to self-exclude started on Thursday, the 8th of May 2025, and a day later, you were advised to contact a different department?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings WinMega Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide

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

I have tried several times to draw attention to my problem via live chat, but there has been no response.

I informed the casino today that I wanted a refund of €151. Of course, no response.

Exactly. Instead of generating my self-exclusion, I was referred to the next department. I'll write the email and cc it.

Ich habe mehrfach auch den Live Chat versucht auf mein Problem aufmerksam zu machen .es wird jedoch nicht reagiert .

ich habe heute das Casino darauf hingewiesen das ich 151€ erstattet bekommen m?chte . Natürlich keine Rückmeldung.

Genau Ansatt meinen selbstausschluss zu generieren wurde ich an die n?chste Abteilung verwiesen. Ich werde die Mail schreiben und sie in cc setzten

Thank you very much, Marti89, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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 Marti89, 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.

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 can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

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 via e-mail, to see if we can get a response before the timer runs out and the case will be closed as unresolved, for its full value.

Thanks Matej,

You can get in touch if you know more

Danke matej ,

kannst dich ja melden wenn du mehr wei?t

Can we expect a response from the casino? This kind of behavior is unbelievable. It's completely reflected in the situation. Customer service and player protection are 0.

Ist noch auf eine Antwort vom Casino zu rechnen ? Unglaublich so ein Verhalten . Das spiegelt sich aber komplett wieder . Kundenservice und spielerschutz gleich 0

Are there any other ways for the casino to react?

Gibt es noch weitere M?glichkeiten das dass Casino reagiert?

Dear Marti89,

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

Best regards,

Matej