Wonaco Casino - O pedido de encerramento da conta do jogador foi ignorado.

Hi everyone,

I'm writing this complaint because I feel cheated and I hope you can help me get my deposits refunded.

I suffer from a serious gambling addiction and on May 22nd I decided to seek help.

After spending huge sums....

I wrote a very clear email to Wonaco asking to immediately and permanently close my account, stating that I have a "gambling addiction" and requesting permanent self-exclusion.

Instead of protecting me and blocking me immediately, their "VIP Department" responded by trying to keep me, offering me temporary breaks of a few weeks.

I responded two more times confirming that I wanted the closure to be definitive and permanent.

The casino ignored my situation and, in mid-June, did something very serious. Instead of having my account closed, I started receiving promotional emails with bonuses inviting me to play again.

Specifically:

On June 12th at 4:03 PM, they sent me a promotional email: "Summer Gala Special, choose your bonus!"

On June 12th at 5:04 PM I was credited and notified of a bonus of €8.00.

On June 13th at 12:17am I was gifted and notified of 5 Bonus Spins.

This all happened almost three weeks after I came out as addicted.

Receiving these free bonuses was too tempting for me: I managed to log in, the account was still active, and due to their negligence I started depositing again, losing a total of €675.00 (split between June 13th, 14th, 15th and 30th).

I find it really unfair that a gambling addict is tempted with free bonuses by the VIP department after asking for help.

I am requesting a refund of all deposits I made from May 22nd onwards, totalling €675.00, as the casino had a duty to block me immediately and failed to do so.

I've attached all the screenshots: the email in which I declared my addiction on May 22nd, their response, and the promotions/bonuses I received on June 12th and 13th.

Thank you for your help.

Ciao a tutti,

scrivo questo reclamo perché mi sento preso in giro e spero possiate aiutarmi a ricevere il rimborso dei miei depositi.

Soffro di una seria dipendenza dal gioco d’azzardo e il 22 maggio ho deciso di chiedere aiuto.

Dopo aver speso cifre immense....

Ho scritto un’e-mail chiarissima a Wonaco chiedendo di chiudere immediatamente e per sempre il mio conto, scrivendo testualmente che ho una "dipendenza da gioco d'azzardo" e chiedendo l'autoesclusione permanente.

Invece di proteggermi e bloccarmi subito, il loro "Dipartimento VIP" mi ha risposto cercando di trattenermi, offrendomi delle pause temporanee di poche settimane.

Io ho risposto per altre due volte confermando che volevo la chiusura definitiva e permanente.

Il casinò ha ignorato la mia situazione e, a metà giugno, ha fatto una cosa gravissima. Invece di avere il conto chiuso, ho iniziato a ricevere e-mail promozionali con dei bonus per invitarmi a giocare di nuovo.

Nello specifico:

Il 12 giugno alle 16:03 mi hanno inviato una mail promozionale: "Speciale Galà d'estate, scegli il tuo bonus!"

Il 12 giugno alle 17:04 mi hanno accreditato e notificato un bonus di 8.00 EUR.

Il 13 giugno alle 00:17 mi hanno regalato e notificato 5 Spins di Bonus.

Tutto questo è successo quasi tre settimane dopo che avevo dichiarato la mia dipendenza.

Ricevere questi bonus gratuiti è stata una tentazione troppo forte per me: sono riuscito ad accedere, il conto era ancora attivo, e a causa della loro negligenza ho ricominciato a depositare, perdendo in totale 675,00 € (suddivisi tra il 13, 14, 15 e 30 giugno).

Trovo davvero scorretto che un dipendente dal gioco venga tentato con bonus gratuiti dal dipartimento VIP dopo aver chiesto aiuto.

Chiedo la restituzione di tutti i depositi che ho effettuato dal 22 maggio in poi pari a 675,00 €, poiché il casinò aveva il dovere di bloccarmi subito e non lo ha fatto.

Ho allegato tutti gli screenshot: l'e-mail in cui dichiaro la dipendenza il 22 maggio, la loro risposta e le promozioni/bonus ricevuti il 12 e 13 giugno.

Grazie per il vostro aiuto.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any confirmation from the casino back in May that your account was closed as requested? If so, please forward that email to me at veronika.f@casino.guru.
• Did you also contact customer support via live chat to request your self-exclusion?
• Have you been in contact with the casino between May 23 and June 14, when you realized that your account was still accessible?
• Have you passed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good morning Veronika,

Thank you very much for your support.

Here are the point-by-point answers:

Did you receive confirmation in May that your account had been closed?

YES, On May 24, 2026, at 1:33 PM, the Wonaco VIP Team sent me an official confirmation email: "We confirm that your account has been closed as per your request. We are fully committed to supporting responsible gaming initiatives..."

Did you also contact support via chat?

Yes, I contacted the chat several times, even before May 22nd, to request the immediate closure of the account.

However, the chat operators always told me to email their support department. That's why I decided to contact them via email instead of chat.

Did you contact the casino between May 23rd and June 14th?

No, I didn't contact them during that time, and I never tried to access the site. Having a gambling addiction, not accessing the site made me feel better and was a great help in my recovery.

I was convinced that the account was permanently closed after their confirmation on May 24th.

Unfortunately, I believe my account was never actually closed. I suspect the casino lied to me by sending a fake confirmation, leaving the account active in the background.

In fact, on June 12th, when I received their promotion with the €8 bonus in my email, I tried to log in and was instantly logged in, without any problems or warnings.

In that moment of weakness I fell back into it again and started depositing again, losing a total of €675.00 between June 13th, 14th, 15th and 30th.

As soon as I regained control, on June 14th at 3:24 PM I sent an email to the casino asking why the account was still active even though I had explicitly stated that I had a gambling addiction.

On June 16th at 10:50 AM, the casino ignored the seriousness of the situation and responded to me with a standard template asking again, "Do you want your account closed?", demonstrating a complete disrespect and disregard for people with gambling addictions.

Have you completed KYC verification?

I think I did it because all the personal data is written on the casino.

Veronika, the casino officially confirmed its closure due to addiction on May 24th, but then left my account active (or reopened it immediately), allowing me to lose €675.00 and probably even more if I hadn't stopped in time.

In the attachments of the first message there are all the conversations with date and time.

I believe this is a violation of Responsible Gaming.

Thank you Veronika for your help.

Buongiorno Veronika,

Ti ringrazio molto per il supporto.

Ecco le risposte punto per punto:

Hai ricevuto una conferma a maggio della chiusura del conto?

SÌ, Il 24 maggio 2026 alle 13:33, il VIP Team di Wonaco mi ha inviato un'e-mail ufficiale di conferma: "Le confermiamo che l'account è stato chiuso come da sua richiesta. Siamo pienamente impegnati a supportare le iniziative di gioco responsabile...".

Hai contattato l'assistenza anche tramite chat?

Sì, ho contattato la chat diverse volte, anche prima del 22 maggio, per chiedere la chiusura immediata del conto.

Tuttavia, gli operatori in chat hanno sempre riferito di inviare un'e-mail al loro dipartimento di supporto. Per questo poi ho deciso di scrivere via mail e non via chat.

Hai contattato il casinò tra il 23 maggio e il 14 giugno?

No, in quel periodo non li ho contattati e non ho mai provato ad accedere al sito. Avendo una dipendenza dal gioco d'azzardo non entrare nel sito mi faceva stare meglio ed era di grande aiuto per il mio recupero.

Ero convinto che il conto fosse chiuso definitivamente dopo la loro conferma del 24 maggio.

Purtroppo, credo che in realtà il mio conto non sia mai stato chiuso davvero. Sospetto che il casinò mi abbia mentito inviando una finta conferma, lasciando l'account attivo in background.

Infatti, il 12 giugno, quando ho ricevuto sulla mia e-mail la loro promozione con il bonus di 8 €, ho provato a fare l'accesso e sono entrato istantaneamente, senza alcun problema o avviso.

In quel momento di debolezza ci sono ricascato nuovamente e ho ricominciato a depositare, perdendo in totale 675,00 € tra il 13, 14, 15 e 30 giugno.

Appena ho ripreso il controllo, il 14 giugno alle 15:24 ho inviato un'e-mail al casinò chiedendo perché l'account fosse ancora attivo anche se avevo detto espressamente di avere una dipendenza dal gioco.

Il 16 giugno alle 10:50, il casinò ha ignorato la gravità della situazione e mi ha risposto con un modello standard chiedendomi nuovamente: "Desidera che il suo account venga chiuso?", dimostrando totale mancanza di rispetto e regole per persone affette da dipendenza dal gioco d'azzardo.

Hai completato la verifica KYC?

Credo di averla fatta siccome sul casino ci sono tutti i dati personali scritti.

Veronika, il casinò ha confermato ufficialmente la chiusura per dipendenza il 24 maggio, ma ha poi lasciato il mio conto attivo (o lo ha riaperto subito) permettendomi di perdere 675,00 € e probabilmente anche di più se non mi fossi fermato in tempo.

Nei allegati della primo messaggio ci sono tutte le conversazioni con data e ora.

Credo che questo sia una violazione del Gioco Responsabile.

Ti ringrazio Veronika per il tuo aiuto.

Thank you for your response. Please forward me the email you received from the casino on 24 May, confirming the closure of your account, since this communication is not included in the PDF you submitted with your complaint. My email address is veronika.f@casino.guru. Thank you for your cooperation.

Hi Veronika,

I forwarded you the original email in PDF format.

Thank you so much for your support.

Ciao Veronika,

Ti ho inoltrato la email originale e in formato PDF.

Grazie mille per il supporto.

Dear Ciubb1992

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, Munya (munya.s@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,

Veronika

Dear Ciubb1992

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Wonaco Casino to join this discussion and provide their comments regarding the matter.

Dear Wonaco Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

Dear Ciubb1992,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that your account has been permanently closed.

Furthermore, please note that your case has been forwarded for further review and you will be contacted as soon as possible with further information.

We thank you for your understanding.

Kind regards,

Wonaco Team

Wonaco Casino

Thank you very much for your proactive approach. I greatly appreciate your efforts and look forward to your update as well as the communication to the player following the ongoing review you are conducting.

Dear Ciubb1992,

Thank you for your patience.

We would kindly ask you to check your emails where we offered you a refund of 675 EUR.

If you agree, we kindly ask you to send us your details in order to proceed with the transaction.

We thank you for your understanding.

Kind regards,

Wonaco Team

Ciubb1992

Kindly take note of the casino's communication and provide your comments.

Good morning,

I thank the forum and the casino especially for responding and solving the problem quickly and for recognizing the problem.

I emailed the casino my details and am waiting for the credit.

Thank you so much to both of you

Buongionro,

Ringrazio il forum e il casino specialmente per avere risposto e risolto velocemente e per aver riconosciuto il problema.

Ho inviato i dati via mail al casino, attendo l'accredito.

Grazie mille ad entrambi

Ciubb1992

Thank you for the update. Kindly inform me once you receive the funds.

Dear Ciubb1992,

Thank you for your patience.

We are happy to inform you that your payment has been successfully complete.

We thank you for your cooperation.

Kind regards,

Wonaco Team

Ciubb1992

Based on recent developments, may I confirm whether we can mark the complaint as resolved? It is appropriate to do so after your confirmation, as you submitted the complaint. Marking this complaint as resolved does not mean you should hesitate to contact us if you experience any further issues with this or any other casino.

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

Dear Ciubb1992,

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,

Munya