The player from Germany had requested to close his account due to gambling addiction but did not receive a response from the casino, which resulted in a loss of €1,000. The Complaints Team noted that the player had sent his self-exclusion request to an incorrect email address and was unable to provide the necessary details for further investigation. Consequently, the complaint was closed due to insufficient information to proceed with a resolution.
WinMega Casino - Player's account closure request is ignored.
Amount: €1,000
WinMega Casino
Safety Index:LowSafety Index
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3.7
WinMega Casino has a Safety Index of 3.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 month ago
Public
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2 months ago
Translation
The casino did not respond to my request to close due to gambling addiction, so I lost another €1,000 today.
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PR Assistant
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2 months ago
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 www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com 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.
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2 months ago
Translation
Good day, thank you for the answer.
This is a misunderstanding.
This is the WINMEGA casino and NOT MEGAWIN.
Can this still be changed?
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PR Assistant
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2 months ago
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
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2 months ago
Translation
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!
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PR Assistant
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2 months ago
Hello justins99js,
Would it be possible to forward the e-mail request you have sent to the casino to [email protected] as evidence of your self-exclusion request?
Looking forward to hearing from you.
Regards,
Nick
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2 months ago
Translation
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!
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PR Assistant
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2 months ago
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 [email protected], but the correct address for self-exclusion requests—according to the casino’s terms—is [email protected]
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
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2 months ago
Translation
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.
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PR Assistant
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2 months ago
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
Sensitive attachment
Sensitive attachment
2 months ago
Translation
I first written and then a little later to Here are the evidences
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PR Assistant
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1 month ago
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
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1 month ago
Translation
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).
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PR Assistant
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1 month ago
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
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1 month ago
Translation
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.
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PR Assistant
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1 month ago
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
