WinMega Casino - Der Antrag des Spielers auf Selbstausschluss wird ignoriert.

Hello,

I tried to have myself banned from the casino on October 17, 2025, due to gambling addiction. Unfortunately, I've been able to deposit €190 since then. They haven't blocked my account. I have the emails.

Thanks.

Hallo,

ich habe versucht mich am 17.10.2025 vom Casino wegen Spielsucht sperren zu lassen. Leider konnte ich seit dem 190€ einzahlen. Sie sperren mein Konto nicht. E-Mails sind vorhanden.

Danke.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear HateCasino,

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 support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/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,

Katarina

They wanted verification to block the account due to gambling addiction. But why would they need bank statements, etc., for a block due to addiction?

I received no reply to my email requesting that they simply block me without verification. I sent this email on October 27, 2025.

Last deposit on 01.11.2025: €180 and €10 on 27.10.25.

Nothing has happened since.

Sie wollten eine Verifizierung fürs Konto Sperren aufgrund von Spielsucht. Aber wozu Kontoauszug etc. Für eine Sperrung aus Suchtgründen.

Auf meine Mail, dass sie mich einfach sperren sollen ohne eine Verifizierung kam keine Antwort. Diese Mail habe ich am 27.10.2025 gesendet.

Letzte Einzahlung am 01.11.2025 180€ und 10 € am 27.10.25.

Seit dem kam nichts.

Dear HateCasino,

thank you for your response and email.

• Do I understand correctly that this was your only self exclusion request that was sent to casino support, please?
• Is your account currently blocked, please?
• Could you please provide the exact date of your account closure?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply,

Katarina

Hello,

No, my account is still open. I sent you the entire transaction history via email.

They only wrote once, requesting verification. I sent two emails requesting self-exclusion. As I said, it's being ignored.

Hallo,

nein mein Konto ist noch geöffnet. Ich habe ihnen den gesamten Verlauf via Mail gesendet.

sie haben nur einmal geschrieben und die Verifizierung angefordert. 2 mails von mir das ich den Selbstausschluss beantrage. Wie gesagt wird ignoriert.

Dear HateCasino,

thank you for your response and email.

To ensure the effectiveness of your self-exclusion, please be aware that Know Your Customer (KYC) verification is often required. This process enhances the protection of vulnerable players and facilitates easier identification should a relapse occur, which is a possibility in all self-exclusion cases. Providing bank account information is also a standard part of the self-exclusion process and may be beneficial if you later request a refund. Therefore, we strongly advise you to follow the casino's instructions and complete the requested KYC verification.

Furthermore, could you please confirm whether your player account is currently accessible and if any restrictions are in place?

Looking forward to your reply,

Katarina

The account remains accessible. Surely it must still be possible to block the account to protect the player. This procedure is completely new to me and I don't understand it.

Konto ist weiter zugänglich. Es muss doch trotzdem möglich sein dass Konto zu sperren zum Schutz des Spielers. Das Verfahren ist mir absolut neu und nicht verständlich.

Dear HateCasino

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello HateCasino,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Regarding your KYC related question - it is possible the casino wants to verify you are truly the account holder and you are requesting the closure of your own account. However in such sensitive cases, we would expect the casino to at least temporarily block the account, until the issue gets resolved. Still, in case the casino's demands fall into the category of standard requests (bank statement, utility bill, ID), I would like to advise you to comply and also send another email explicitly stating your gambling issues and desire to close the account.

I will now try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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 spoke with the chat support again and sent another email. Apparently, the chat support informed the department. I've also forwarded the email to you, including the deadline of December 16th. I would appreciate a one-week extension if necessary.

Ich habe nochmals mit dem Chat gesprochen und eine erneute Mail gesendet. Angeblich hat der Chat der Abteilung Bescheid gesagt. Ich habe die Mail ebenfalls an Sie weitergeleitet. Inklusive Frist bis 16.12. ich bitte darum ggfs. nochmal eine Woche zu verlängern.

Dear HateCasino,

thank you for your email, I can see your account has been closed, That said, I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved regarding a possible refund. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

The casino is licensed by both Anjouan Gaming and Curacao Gaming Authority.

Firstly, I would like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Regarding Anjouan Gaming, this authority usually receives complaints through an official validator displayed on license casino's sites, That said, this particular casino is hiding their validator and submitting a complaint there might not be possible.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru