Wonaco Casino - Учетная запись игрока закрыта.

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.

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.

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 ([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,

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.