The player from Germany is facing issues with account closure as he has attempted to block his account multiple times via email but has received no response. Despite being upgraded to VIP status, his requests for account suspension and a refund remain unaddressed.
Wonaco Casino - Player's account closure request is delayed.
Opened
Current status
Waiting for Casino Guru to reply
6d 23h 26m 21s
Wonaco Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
17 hours ago
Translation
Dear Sir/Madam, despite being blocked by OASIS, I was able to open an account here. I spontaneously tried to block my account, sending approximately 20 emails. There has been no response. I was even upgraded to VIP status, but there has been no response to that either. The emails are being delivered, and the VIP representative is responding, just not to my account suspension. I request that my account be blocked and a refund issued.
Thank you!
Automatic translation:
Public
Public
1 hour ago
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.
Public
Public
1 hour ago
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
