Wonaco Casino - L'account del giocatore è stato chiuso e il rimborso è stato ritardato.

My withdrawal attempt of 648 euro was cancelled, and when I tried to login I was told by support that the admin closed my account and that "Regarding the matter of your outstanding balance, I have escalated this to the finance team to refund back the funds to your account.".

When I sent an email to the "finance team", as requested by the agent in the chat, I did not receive a response. I've been waiting for two weeks now. No response, no refund.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wonaco Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you passed the account verification in the past or recently?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

one or two months

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

A little bit of everything in Casino (No sport)

Did you achieve your current balance with the help of a bonus?

No

Have you passed the account verification in the past or recently?

They didn't ask for verification

Hello shalaw,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear shalaw,

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, Romi ([email protected]). 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,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Wonaco Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Wonaco Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi