Wonaco Casino - La cuenta del jugador ha sido cerrada.

Hello,

I registered with this house on May 6th. After the first deposit the account was closed without further explanation or request for documents.

Olá,

fiz registo nesta casa a 6 maio. Após o 1º depósito a conta foi fechada sem explicações adicionais ou pedidos de documentos.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you play any games with your deposit before the account was closed? If so, kindly specify what games you played.
• Did you receive any email from the casino informing you about the reason why your account was blocked?
• Have you been blocked from all casinos operated by Novaforge Ltd.? Which of the casinos belonging to the group blocked you first?

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

Good morning,

I just deposited and didn't play.

I only received a reply from their support via chat, attached photo.

I don't know if I was blocked at the casinos in this group but I was blocked at the same time at wonaco, dragonia and casino lab. I don't know if they are the same but I was blocked immediately after depositing and without having placed any bets.

Bom dia,

Eu apenas depositei e não joguei.

Recebi apenas resposta do suporte deles via chat, em anexo foto.

Não sei se fui bloqueado nos casinos desse grupo mas fui bloqueado ao mesmo tempo na wonaco, dragonia e casino lab. Não sei se são iguais mas fui bloqueado logo após o depósito e sem ter efetuado qualquer tipo de aposta.

I didn't receive any information before the account was blocked, nor did I go through the verification process.

Não recebi informação nenhuma antes do bloqueio da conta nem passei a por processo de verificação.

Thank you for your reply. Could you please specify at which of these casinos you were blocked on the same day you placed bets? What specific bets were involved?

Did you place bets on the same sporting event across multiple casinos, or did you also place any casino (slot or live casino) bets on these platforms?

Thank you in advance for your cooperation.

Good morning,

I was blocked at Wonaco, casino lab and dragonia after deposit.

I didn't make any kind of bet or gamble in casino, I was going to but literally had account closed after deposit.

There was no gambling on anything, there was a blocking of the accounts after they received my money, since then I have had 0 updates from support and they have not asked me to verify the account as this was literally theft of money.

Bom dia,

Eu fui bloqueado na Wonaco, casino lab e dragonia após o depósito.

Eu nao fiz qualquer tipo de aposta ou jogo em casino, ia fazer mas literalmente tive conta fechada após o depósito.

Não houve jogo em nada, houve um bloqueio das contas apos receberem o meu dinheiro, desde ai tive 0 atualizações do suporte e não me solicitaram verificação de conta pois isto foi literalmente roubo de dinheiro.

Dear Canutinho

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, Peter (peter.c@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,

Veronika

Hello there,

Thank you Canutinho for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wonaco Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

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.

Dear all,

We truly appreciate your patience.

We would like to inform you that the account was closed due to the Administrative decision. We have contacted you via email in order to request your bank details to proceed with the payout.

Please check it when possible.

Best regards,

Wonaco team

Dear Canutinho,

My name is Igor, and I will take over this complaint from my colleague Peter. I will be assisting you with your case.

I am sorry to hear about your problem with the Wonaco Casino and I hope that together we will come to a successful resolution of your issue.

According to the casino, they have reached out to you via email in order to proceed with the refund.

Please let us know whether this information is correct and whether you have had a chance to reply to the email.

Thank you in advance for your cooperation.

Hi, I've already replied to the email with the IBAN and all the information they asked for, but I haven't received any reply or the money yet. Thank you

Ola, já respondi ao e-mail com o IBAN e todas as informações que eles pediram, mas não recebi qualquer resposta nem o dinheiro ainda. Obrigado

Dear Wonaco Casino,

The player has replied to your email and sent their bank details.

Please let me know whether this information is correct and what the current status of the payout is.

Thank you in advance for your cooperation.

Dear all,

We truly appreciate your patience.

We would like to inform you that the relevant team is working on the request. Once there is any update you will be informed immediately.

Best regards,

Wonaco Team

I'll be waiting.

Fico a aguardar.

Dear Wonaco Casino,

Thank you for your update.

Please reply when there is any news regarding this complaint.

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.

I have already submitted the payment information. I am waiting for the payment to be processed.

Já enviei dados para pagamento. Aguardo que o mesmo seja realizado.

I'm still waiting for the payment; it's been weeks…

Continuo a aguardar o pagamento, há semanas…

Dear all,

Thank you for the patience.

Please be informed that the relevant team is working on the request with the highest priority. We will inform you immediately once there is any update.

Best regards,

Wonaco Team

Dear Wonaco Casino,

Please note that it has already been several weeks since you originally informed us that the relevant department is working on this request.

Therefore, I expect you to provide any and all relevant information within the next timeframe, that will help move this complaint towards successful resolution. Otherwise, I will have to close this complaint as unresolved.

Additionally, since your replies always seem to arrive close to the end of the timer, I will shorten the timeframe for your next response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Canutinho,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor