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Complaint against WinMega – €300 withdrawal delayed and support refusing to provide a timeframe

I am submitting a formal complaint regarding WinMega’s handling of my €300 withdrawal.

I requested a withdrawal of €300 via Fast Transfer to my IBAN. The withdrawal has not been paid, and I have not been provided with any clear or reasonable explanation for the delay.

I contacted WinMega’s customer support regarding the withdrawal. Instead of providing a specific processing timeframe or explaining what is currently preventing the payment, I received a generic response stating that the request is being reviewed by the relevant department and that they are unable to provide me with a timeframe.

I find this response unacceptable, particularly because I have already submitted the required information and am simply waiting for my funds to be transferred.

Furthermore, I have now encountered an additional issue: the live chat function appears to be unavailable to me. The live chat button is visible, but when I click on it, nothing happens and the chat does not open. This makes it significantly more difficult to obtain any clarification regarding my withdrawal.

I am concerned because I have found other complaints concerning delayed withdrawals and communication issues involving WinMega. I therefore want Casino Guru to investigate whether my case represents an unjustified withdrawal delay and whether WinMega is complying with its obligations to process withdrawals within a reasonable timeframe.

I am not claiming that WinMega has definitively refused to pay me. However, the combination of the delayed €300 withdrawal, the refusal to provide any timeframe, the generic responses from support, and the apparent loss of access to live chat has raised serious concerns.

What I am requesting

I am asking WinMega to:

Process and pay my €300 withdrawal without further unjustified delay;

Provide a clear explanation of the current status of my withdrawal;

Provide a specific timeframe for completion of the payment;

Explain why customer support cannot provide any meaningful information regarding the withdrawal;

Explain why the live chat function is currently inaccessible to me.

I can provide screenshots of the withdrawal, correspondence with WinMega, the withdrawal details and evidence showing that the live chat is not functioning.

I would appreciate Casino Guru’s assistance in contacting WinMega and determining whether there is a legitimate reason for this delay.

Amount in dispute: €300

Withdrawal method: Fast Transfer to IBAN

Casino: WinMega

I am requesting that this complaint remain open until the €300 has actually been received in my bank account.

Important notice:

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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.

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Dear Judgin92,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Complaints Resolution Center,

Thank you for your response.

I understand your 14-day policy and I am not asking you to intervene prematurely if the withdrawal is still within your standard timeframe.

However, I would like to clarify that my concern is not simply that the €300 withdrawal has not yet arrived.

The issue is also the complete lack of transparency from WinMega regarding the withdrawal. Their support has explicitly stated that they are unable to provide me with any timeframe whatsoever and only repeat that my request is being reviewed by the relevant department.

Furthermore, their live chat function has now become inaccessible to me. The chat button is still displayed, but clicking it does nothing and the chat cannot be opened. This significantly limits my ability to communicate with the casino regarding my funds.

I would therefore appreciate it if you could keep these circumstances noted as part of my complaint.

I will continue communicating with WinMega and will wait until the 14-day period you specified. However, if the withdrawal remains unpaid after 14 days, I will provide you with the full correspondence, screenshots of the withdrawal, and evidence regarding the unavailable live chat and request your intervention.

I would also appreciate clarification as to whether the 14-day period is counted from the exact date on which the withdrawal was requested, rather than from the date on which this complaint was submitted.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Judgin92,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean