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To the attention of Wonaco Customer Service

Via their website or by email: [email protected]

Subject: Official Complaint and Refund Request – Failure to Comply with Your Responsible Gaming Policy

May 1, 2025

Madam, Sir,

I am writing to you to inform you of a complaint regarding a serious situation that occurred while I was using the Wonaco Casino platform.

As a player suffering from compulsive gambling disorder, I expected your establishment to fully comply with the obligations imposed by current legislation, as well as the commitments displayed in your responsible gaming policy.

However, despite clear signs of problematic activity on my part - including repeated and large deposits, excessive activity at unusual times and significant losses - no preventive measures were put in place by you to protect me, even though I had [already reported my situation / requested self-exclusion / activated deposit or playing time limits - to be adapted according to your case].

As a result, I believe that Wonaco seriously failed in its duty of care towards a player in a vulnerable situation. This failure contributed to the aggravation of my distress and significant financial losses.

I therefore formally ask you:

1. The opening of an internal investigation into the management of my player account;

2. Full reimbursement of sums deposited and lost during the period concerned, namely [specify the period and the estimated total amount];

3. The definitive closure of my account, and the immediate respect of my self-exclusion if it has been requested.

If you do not receive a satisfactory response within 15 days, I will be obliged to forward this file to the competent authorities (ARJEL or equivalent depending on the jurisdiction, association for the fight against gambling addiction, and possibly a specialist lawyer).

I remain available for any additional information and strongly hope for an amicable resolution to this matter.

Looking forward to your prompt response,

Please accept, Madam, Sir, the expression of my distinguished greetings.

À l’attention du service client Wonaco

Via leur site ou par e-mail : [email protected]

Objet : Plainte officielle et demande de remboursement – non-respect de votre politique de jeu responsable

Le 1er mai 2025

Madame, Monsieur,

Je me permets de vous adresser cette lettre afin de vous faire part d’une réclamation concernant une situation grave survenue lors de mon utilisation de la plateforme Wonaco Casino.

En tant que joueur souffrant de troubles liés au jeu compulsif (trouble du gambling), je m’attendais à ce que votre établissement respecte pleinement les obligations imposées par la législation en vigueur, ainsi que les engagements affichés dans votre politique de jeu responsable.

Or, malgré des signes évidents d’activité problématique de ma part — notamment des dépôts répétés et importants, une activité excessive à des heures inhabituelles et des pertes conséquentes — aucune mesure préventive n’a été mise en place de votre part pour me protéger, alors même que j’avais [déjà signalé ma situation / demandé une auto-exclusion / activé des limites de dépôt ou de temps de jeu – à adapter selon votre cas].

En conséquence, je considère que Wonaco a gravement manqué à son devoir de diligence envers un joueur en situation de vulnérabilité. Ce manquement a contribué à l’aggravation de mes troubles et à des pertes financières significatives.

Je vous demande donc formellement :

1. L’ouverture d’une enquête interne sur la gestion de mon compte joueur ;

2. Le remboursement intégral des sommes déposées et perdues pendant la période concernée, à savoir [préciser la période et le montant total estimé] ;

3. La clôture définitive de mon compte, et le respect immédiat de mon auto-exclusion si elle a été demandée.

Sans réponse satisfaisante de votre part sous un délai de 15 jours, je me verrai dans l’obligation de transmettre ce dossier aux autorités compétentes (ARJEL ou équivalent selon la juridiction, association de lutte contre l’addiction aux jeux, et éventuellement un avocat spécialisé).

Je reste disponible pour toute information complémentaire et souhaite vivement une résolution amiable de cette affaire.

Dans l’attente de votre retour rapide,

Veuillez agréer, Madame, Monsieur, l’expression de mes salutations distinguées.

Dear eldiaabloss,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wonaco Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
• 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

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

seriously I don't understand why a casino company like Wonaco doesn't respect its player policy

Any player who asks to be banned from their site forever should be removed immediately.

especially for gambling disorders it is very important financially and mentally and physically

I asked on May 1, 2025 to close my account by email and well written and they closed my account 4 months later closing my account in September 2025 is this normal no I don't think so they don't take it seriously I sent them a screenshot of the emails but they lost the emails I wrote to them 10 times approximately and nothing they came to close it not long and I wrote to them to settle it with me but they just lie to me they saw a gap in my file and we must not let this happen again it could be worse next time

sérieusement je comprend pas que une compagnie casino wonaco ne respecte pas cest politique de joueur

un joueur qui demande de se faires exclure pour toujour de leur site devrais etre immédiatement enlever

surtout pour le troubles de gambling cest tres important coter financiere et cote mentale et physique

Jais demander en 1 mai 2025 de fermer mon compte sur email et bien ecrit et on fermer mon compte 4 mois plus tard fermer mon compte en septembres 2025 es ce normal non je crois pas il prenne pas sa au serieux je leur ai envoyer un screen shott des email mais il on égarer les email je leur ai ecrit 10 fois approximtif et rien il vienne vela pas longtemps de le fermer et je leur ai ecrit pour regler sa avec moi mais il fon juste me mentire il on hu un manque dans mon dossier et faut pas laisser cela arriver encore sa pourais etre pire la prochaine fois

1 but 2025 I asked them to close my account for gaming issues

and on September 1st they closed my account wow very good administrative service

Those who say they respect their policy, even Curaçao, should be notified or their license provider.

We must not let this happen otherwise it could be worse and cause a situation to escalate.

which could have been avoided I asked for $7,000 all the amount put in this casino

and a letter of apology from them and a modification of their self-exclusion

1 mais 2025 je leur ai demander de fermer mon compte pour troubles gaambling

et le 1 septembres il on fermer mon compte wow tres bon service administatif

eux qui disent respecter leur politique même curaçao devrais êtres aviser ou leur donneur de licence

faut pas laisser faire ca sinon sa pourrais etres pire et dégênerer une situation

qui aurais put etre éviter je demander 7 000 $ tout les montant mis dans ce casino

et une lettres d'escuse de leur part et un modification de leur auto exclusion

Hello eldiaabloss,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We have to shout loud and clear to these Wonaco casinos that they cannot do everything they want.

he must comply with the established rule

They must respect the player policy with gambling problems 4 as 5 months to close an account is unacceptable even after several messages from me very clear for the closure

from my casino account

He doesn't think about the financial and psychological side at all. If he had done it when I asked, it would have avoided a lot of problems.

Faut crier haut et fort as ses casino wonaco qu'il ne peuvent pas faire tout se qu'il veule

il doit se conformer au règle établie

Il doivent respecter les politique de joueur avec des problème gambling 4 as 5 mois pour fermer un compte ces inacceptables même après plusieurs message de ma part très claire pour la fermeture

de mon compte casino

il ne pense pas du tout au coter finance et psychologique si il l'aurais fait quand je l'ai demander sa l'aurais éviter bien des problème

Thank you very much, eldiaabloss, for your cooperation and patience. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello eldiaabloss, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Wonaco Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

I requested a self-exclusion on May 1, 2025, forever for my gambling disorder and it took 5 months to

that the casino closes my casino account

When I spoke to the casino about it, they found plenty of reasons not to pay and refund.

but clearly my emails were lost, very well written and well executed

I'm really disappointed that he doesn't respect player policies like that.

and I do it for myself but also for others because I am surely not the only one

and we must shout loud and clear no to these casinos which do not respect the rules

,........

j'ai demander une auto exclusion 1 mai 2025 pour toujours pour mon troubles gambling et sa pris 5 mois pour 

que le casino effectue la fermeture de mon compte casino 

quand j'en ai parler au casino il se trouve plein de raison pour pas payer et rembourser 

mais clairement on perdu mes email très bien écrit et bien effectuer

je suis vraiment déçu qu'il ne respecte pas les politique de joueur comme ca 

et je fais sa pour moi mais bien aussi pour les autre car je suis surement pas le seule 

et on doit crier haut et fort non as ces casino qui qui ne respecte pas les règle

,........

WONACO CASINO IS NOT GOOD BE CAREFUL DOES NOT RESPECT PLAYER POLICIES DON'T LET IT GO AND SAY NOWAY

LE CASINO WONACO EST PAS BIEN ATTENTIONNER NE RESPECT PAS LES POLITIC DE JOUEUR FAUT PAS LAISSER SA ALLER ET DIRE NOWAY

Dear eldiaabloss,

Thank you for reaching out to us.

We are sorry to hear about your disappointment and frustration.

Please be assured that we do our best in order to find an amicable solution.

We would kindly like to inform you that your case has been forwarded for an internal review.

As you mentioned that your initial closure request was send on the 1. May we would kindly like to ask you to provide us with a screenshot of your email with all details visible in order to further investigate your claim.

Thank you for your understanding and cooperation.

Kind regards,

Wonaco Casino Team

Dear All,

As we did not receive a reply until now we would kindly like you to check your emails where we requested a screenshot of your initial closure request.

We would kindly like to ask you to provide us with the document in order to further investigate your claim.

For reviewing purpose we put also Matej in the CC.

Thank you for your understanding. We are awaiting your reply.

Kind regards,

Wonaco Casino Team

Seriously, I just want my complaint and for Wonaco to respect their policy because it's not normal to take 5 months to close an account for players at risk for gaming problems...

Sérieusement je veut juste ma réclamation et que wonaco respecte leur politique car ses pas normal 5 mois pour fermer un.compte pour les joueurs as risques pour les problème de jeux ......

Dear Wonaco Casino, does your system send automatic reply after receiving messages, with the ticket ID number?

Seriously, I don't always receive a receipt email when I send wonaco messages on the 1st may 2025 I haven't received anything

Dear eldiaabloss,

Thank you for your reply.

We would kindly like to ask you to provide us with the ticket ID of your email send to us on the 01.Mai.

Additionally we would kindly like to ask you to provide us with a screenshot of the entire email, with all information visible, in order to further investigate your claim.

We thank you in advance for your understanding and cooperation.

Kind regards,

Wonaco Casino Team

Seriously, Wanaco doesn't always send ID tickets every time on May 1, 2025. I haven't received anything and I haven't kept the email, just a screenshot, but it's still only 5 months to close a Wanaco account. We did the wrong thing and I have the proof. We have to shout loud and clear. No, this is not respecting the player policy regulations.

Serieux wanaco envoye pas toujour des id ticket a tout les fois le 1 mai 2025 jais rien recu et jais pas garder le émail juste un screen shot mais sa reste que 5 mois pour fermer un compte wonaco on mal agie et jais les preuve faut crier haut et fort non a cest non respect des règlements de politique des joueurs

Dear eldiaabloss, can you forward us any of the messages you have sent to the casino that states you have gambling addiction? And I mean the real messages, not screenshots of them. You can forward them to me at [email protected]. Also, have you ever received any answer or ticket ID number for any of your messages where you stated gambling addiction? Thank you.

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

Dear eldiaabloss,

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,

Matej