Wonaco Casino - Player's account has been reopened unexpectedly.

Hi, I closed my Wonaco account last year due to gambling addiction.

The casino confirmed the decision and closed my account. After a longer time they started sending me promotions again to my mail and phonenumber.

Then after a time I realized my account was not closed anymore and I deposited 225 eur. I don’t understand how it is possible even though I clearly stated I want my account closed and the casino even confirmed it.

Dear Arg513,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation, could you please provide more details?

• When exactly did you request the closure of your account? Please forward me the account closure request you sent to the casino along with the casino's responses at veronika.f@casino.guru.
• Did you have to request your account be reopened, or did you log into your account without any issues?
• When did you start receiving promotions after the account closure confirmation?

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

Hi, I closed my account via live chat and I forwarded you the confirmation I got by the casino. I started getting promotional mails on 7. February. I didn’t request to reopen my account. I could log in without any issues

Thank you for your email. However, the message you received from the casino does not specify the reason why your account was closed.

Please note that in order to continue investigating your case, we need solid evidence showing that you explicitly requested self-exclusion due to gambling addiction, and that the casino reopened your account despite this information. Without any further evidence, we won't be able to continue with the investigation of your complaint. Thank you for your understanding.

Hi, thank you for your response.

I can assure i stated the reason of gambling addiction in the request. Like I said as you can see in their response I requested it via live chat that’s why I don’t have an email of that. However you can see in their response that their talking about responsible gaming and list organizations helping with gambling addiction. If you have more questions or need anything else I will answer it.

Without any chat transcripts or screenshots confirming your statement, we won’t be able to pursue your complaint any further. Please note that we can only ask the casino to participate in the resolution of your complaint if we receive sufficient evidence showing that your permanently self-excluded account was unjustly reopened despite the casino being aware of your gambling addiction.

Dear Arg513,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, as you can see in the email I forwarded the request was sent in the live chat and of course at that moment I wasn’t thinking that I needed screenshots of the chat for some kind of proof. However if the casino is really concerned about gambling addiction like they state in their email, I‘m sure they can tell you that this was my reason for the account closure. So I would recommend asking them for the reason cause they should be the only one having this proof. If there is anything more I can do please tell me.

At every casino I close my account I clearly state the reason that is gambling addiction, so I know there won’t be the possibility to reopen. Sadly this casino took advantage of my weakness and reopened again without my permission.

Thank you for your response and for clarifying the situation further.

I understand that this matter is very sensitive and distressing. Unfortunately, we are unable to proceed with the investigation of your complaint at this point. In order to advocate on your behalf, we need clear evidence showing that you explicitly requested a permanent self-exclusion due to gambling addiction and that the casino was aware of this when your account was later reopened.

We do acknowledge the forwarded email referencing responsible gaming resources, but since the original self-exclusion was submitted via live chat and there is no transcript or screenshot confirming that gambling addiction was mentioned, we are unable to confirm that the casino violated responsible gambling rules.

That said, if your account remains open and you feel at risk, we would still be happy to assist you with submitting a proper and verifiable self-exclusion request to the casino, to help ensure your gambling access is permanently restricted from this point forward.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Wonaco Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to Wonaco Casino and keep me informed about any further developments. Thank you in advance. 

Dear Arg513,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.