The player from Australia reported that unauthorized payments of $32.12 each were taken from his account after the casino had closed it. Although the casino had promised a refund, a week passed without it, and they were now denying the issue. The Complaints Team confirmed that the player had received both refunds, resolving the issue. The player expressed concern about the initial unauthorized charges and had since blocked his card to prevent future transactions.
Wonaco Casino - Player’s account has been closed but payments are still taken.
Amount: A$64
Wonaco Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.9
Wonaco Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
2 months ago
After closing my account the casino took 2 payments of $32.12 out of my account. They sent me an email saying they will be refunded but a week went by with no refund. After contacting them they are denying it and will not send the money back. Stay clear of this casino and block any cards associated with the casino as even after closing the account
Public
Public
2 months ago
Dear Bigdog1995,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Could you provide the reason for the account closure?
When was the specific amount charged from your account, and what was the purpose of this charge?
Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
Sensitive attachment
Sensitive attachment
2 months ago
Hi thankyou for the response! Unsure if you had anything to do with it but both refunds were in my account this morning!
However they still managed to take the money in the first place which doesn't seem right. Obviously they store your card details including the 3 digit security number. Anyway I have blocked the card and will not be using my bank card for future transactions. Thankyou
Public
Public
1 month ago
Dear Bigdog1995,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
