Dear Joshi777,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Self-exclusion policy and I found this:

1.1. Self-Exclusion

- You have the option to self-exclude yourself from Winmega.co

- To self-exclude send an email to customer service at [email protected]

- Please allow us up to 10 business days for actioning self-exclusion requests

- To revoke a self-exclusion restriction, you may contact Customer Support.

- We reserve the right to refuse to reactivate your account, following a self-exclusion request, at our discretion.

Do I understand correctly that you notified the casino about your gambling problem? Could you please send me the self-exclusion requests you submitted to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

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.

Hallo Kristina,

nach meiner Email wurde nun mein Konto geschlossen. Ich fordere aber weiterhin die Rückerstattung der Einzahlungen, da meine Anfragen bis dahin ignoriert wurden.

ich habe alle Mails ihnen weitergeleitet.

Thank you for your reply, Joshi777. Could you please clarify when exactly your account was closed?

Das Konto wurde am 10. Juni geschlossen.

Joshi777, I reviewed your case, and I am afraid we won't be able to assist you with the refund. Please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

1. Send your request to the correct email address provided in the general terms and conditions of the casino.
2. If your email or message goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
3. Clearly state the reasons why you wish to have your account self-excluded: gambling addiction. 

I’m truly sorry, but unfortunately, we are unable to consider your request fully valid, as the proper self-exclusion process outlined in the casino’s terms was not correctly followed.

To summarize the situation:

• On June 4, you contacted the casino’s support team at [email protected] regarding your gambling addiction.
• The support team responded on the same day within a few hours and provided the correct contact for self-exclusion requests: [email protected].
• However, you waited until June 7 (Saturday) to reach out to the correct email address, and in that message, you did not mention your gambling addiction.

As a result, two essential steps in the self-exclusion process were missed:

1. The initial request was sent to the incorrect email address.
2. The message to the correct department did not include information about your gambling issue, which is necessary for initiating a self-exclusion.

Finally, according to our records, your account was closed on June 10 — three days after your message to the correct department (including only one business day). This timeframe aligns with standard response periods for such requests.

As your account has already been closed upon your request, we cannot consider your case to be a failed self-exclusion. Please note that we are able to assist with the refund of lost deposits only in cases where the player explicitly states they are struggling with gambling addiction and the casino fails to take the necessary protective measures. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Also, I would like to call your attention to our Self-Exclusion Assistance Tool http://www.kpvfaw.com/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (http://www.kpvfaw.com/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.