The player from Quebec raised a complaint against Wonaco Casino, stating that despite exhibiting signs of compulsive gambling, no preventive measures were taken to protect him. He requested an internal investigation, reimbursement of his losses, and the closure of his account due to their failure in duty of care. The issue was resolved after the player marked the complaint as resolved, indicating satisfaction with the outcome. However, details of this resolution are unknown.
Wonaco Casino - Player's account closed due to gambling issues.
Resolved
Our verdict
Case closed
Amount: C$7,000
Wonaco Casino
Safety Index:Below averageCase summary
Discussion
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3 months ago
Translation
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.
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3 months ago
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:
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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.
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3 months ago
Translation
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
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3 months ago
Translation
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
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2 months ago
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
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2 months ago
Translation
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.
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2 months ago
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.
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2 months ago
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.
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2 months ago
Translation
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
,........
Edited by a Casino Guru admin
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2 months ago
Translation
WONACO CASINO IS NOT GOOD BE CAREFUL DOES NOT RESPECT PLAYER POLICIES DON'T LET IT GO AND SAY NOWAY
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2 months ago
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
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2 months ago
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
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2 months ago
Translation
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...
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2 months ago
Dear Wonaco Casino, does your system send automatic reply after receiving messages, with the ticket ID number?
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2 months ago
Seriously, I don't always receive a receipt email when I send wonaco messages on the 1st may 2025 I haven't received anything
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2 months ago
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
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2 months ago
Translation
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.
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2 months ago
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.
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2 months ago
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
