The player from Italy reports that after requesting permanent self-exclusion due to a gambling addiction, the casino failed to close his account and continued to send promotional emails and bonuses, leading him to deposit an additional €675.00. He seeks a refund for these deposits, claiming the casino neglected its responsibility to prevent further gambling.
Wonaco Casino - Player’s account closure request has been ignored.
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Waiting for Casino Guru to reply
3d 8h 16m 41s
Wonaco Casino
Safety Index 2.8 Very lowCase summary
Discussion
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5 days ago
Translation
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.
Automatic translation:
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4 days ago
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.
If anything seems suspicious, contact us directly.
Stay safe.
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4 days ago
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
