The player from Bavaria informed that he had requested the immediate closure of his account due to gambling addiction, but despite this, he was still able to make deposits, resulting in a loss of €3550. He believed the casino was violating its duty and demanded a refund for his losses. The Complaints Team found that the player's self-exclusion request had been processed appropriately, and the casino had restricted account access within a reasonable timeframe. Therefore, the player was not eligible for a refund of his losses, and the complaint was deemed unjustified.
WinMega Casino - Player's account should be closed but remains active.
Amount: €3,550
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
Unjustified complaint
REJECTED
Case summary
13 hours ago
Public
Public
1 week ago
Translation
I informed the above-mentioned casino via live chat that I suffer from gambling addiction and that the account should be permanently closed immediately.
In the live chat I was told that I would have to write an email.
I did this immediately.
Even after two days I was still able to deposit money and lost a total of €3550.
The casino is violating its duty and the law, as accounts must be closed immediately in cases of gambling addiction.
I demand that the casino refund the losses.
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Dear DennyZ8723,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].
Has your account been closed in the meantime? If so, please specify when exactly the casino closed it.
Thank you in advance for your cooperation.
Best regards,
Veronika
Please note that www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Public
Public
1 week ago
Translation
I sent an email. The casino hasn't responded yet, and the account is still fully usable.
Automatic translation:
Public
Complaint Specialist
Public
13 hours ago
Thank you for your emails.
According to the available evidence, you submitted your self-exclusion request on June 25, and the casino closed your account on June 27. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.
From our perspective, WinMega Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.
As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.
Thank you for your understanding, I am sorry we could not be of more help on this occasion.
Best regards
Veronika
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