Wonaco Casino - Player's account closure request is delayed.

Sehr geehrte Damen und Herren, ich konnte hier trotz Sperrung bei OASIS ein Konto eröffnen. ich habe spontan versucht, mein Konto zu sperren. Dazu habe ich etwa 20 Mails versendet. Darauf gibt es keine Reaktionen. Wurde gar zum VIP gemacht. Auch darauf wird nicht reagiert. Die Mails kommen aber an. Die VIP-Dame reagiert. Nur nicht auf meinen Ausschluss. Ich bitte um Sperrung und Rückerstattung.

Vielen Dank!

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 does that, do not share any information.

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.

Dear jo64075,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru?

Thank you very much for your cooperation.

Best regards,

Kristina

Liege Kristina, ich habe Ihnen gerade eine Mail mit einigen Anhängen gesendet.

Mit freundlichen Grüßen

Dear jo64075,

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, Matej (matej.l@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,

Kristina

Liebe Kristina, lieber Matej, sieh erhalten gleich eine gesonderte Mail von mir.

Liebe Grüße

jo64075

Hello jo64075, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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 matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Letzte Auszahlung über 1500 wird verweigert. Zumindest bin ich nun gesperrt.

I'm glad that at least the account is now blocked, and no further deposits are possible. Hopefully the casino representative responds here as well, and we can get this complaint sorted in short time.

Dear jo64075,

We have received your complaint and we appreciate you bringing this to our attention.

To ensure a proper investigation, I have escalated your case to our specialist team.

We are working to provide a resolution as quickly as possible and will notify you immediately once we have an update.

Thank you for your patience and understanding.

Best Regards,

Wonaco Casino Team

Thank you for joining in the investigation, dear Wonaco Casino Team, much appreciated. Please let us know once the investigation has been concluded. If any sensitive information needs to be shared, feel free to e-mail me directly at matej.l@casino.guru. No information or screenshots will be forwarded or shared. Thank you.

Dear All,

Thank you for your patience while we conducted a thorough internal investigation into this matter.

Upon reviewing the player’s claim regarding multiple unanswered requests, we discovered a significant technical anomaly involving our support ticketing system, Zendesk.

Our investigation revealed that while the player’s emails passed initial server-level spam filters, they were unexpectedly caught in a deep-level quarantine within the Zendesk platform. Consequently, these communications were never delivered to our support agents' queues and were not visible to our team during the period in question.

Please note that as soon as we were made aware of the missing communications through this complaint, we conducted a manual sweep of the system quarantine, identified the player’s requests, and immediately permanently closed the account in accordance with our Responsible Gambling policies.

The failure to action the request was due to an unforeseen technical error by a third-party service provider, rather than a failure of our internal operational procedures. We are currently working with the service provider to ensure such a filtering error does not recur.

Because the requests were never received by our team, we were not in a position to act upon information we did not possess. However, now that the account is secured, we consider the primary objective of the player's request to be resolved. At this stage, we are not prepared to offer a refund of losses, as the account remained active due to a technical force majeure beyond our direct manual oversight.

We hope this clarifies our decision.

Thank you for your patience and understanding.

Kind regards,

Wonaco Casino Team

Dear Wonaco Casino, since the player can't be held responsible for issues of the support system you are using, and you have confirmed the messages about self-exclusion have been sent, would you consider some kind of partial refund to "meet in the middle"?

The player can't argue with Zendesk over this issue, however you - as their paying customer - can escalate this further.

Dear Matej,

We are following up on your request and are currently awaiting further feedback from our internal specialist team.

We are monitoring the situation closely and will provide you with a comprehensive update as soon as we receive their response.

Thank you for your patience and understanding.

Best Regards,

Wonaco Casino Team

Dear All,

We are currently still awaiting a final response from the relevant internal department.

Please be assured that we have contacted them again today to highlight the urgency of this matter and help expedite the process.

We appreciate your continued patience as we work to secure the necessary information for you.

We will notify you immediately as soon as we have a definitive answer.

Kind Regards,

Wonaco Casino Team

Dear Wonaco Casino, I am unable to prolong the timer indefinitely. If no progress is being made soon, I will be forced to close the complaint as unresolved. However, you can always request reopening later on, once the investigation has been finished. Thank you for your understanding.

Sehr geehrtes Wonaco Casino, ich möchte Sie bitten, mir eine Entschädigung anzubieten. Für Probleme mit Ihrem Subunternehmer kann ich nichts. Auch der liegt doch in Ihrer Verantwortung.

Mit freundlichen Grüßen

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Die Zeit ist abgelaufen, ich würde hier aber gern noch eine schnelle und einvernehmliche Lösung finden. Liebes Casino, warum bieten Sie nicht einen Kompromiss an?

Dear jo64075,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Going forward, I would like to ask you to stop using the "op***ki.com" domain for your e-mails that you use to register with online casinos. I believe this is not the first time you had this issue and since with gambling addiction time is of the essence, using an address that Zendesk system may flag as spam is extremely dangerous. If you keep using this domain e-mail addresses for registering with casinos, Casino Guru will not be able to help you in the future. Please, use Gmail or some other well-established e-mail provider services in the future.

Next, if you are truly struggling with the addiction, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence / is using fake license, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej