Wonaco Casino - Player believes that their withdrawal has been delayed.

I am submitting this complaint regarding Wonaco Casino due to an unreasonable delay with my withdrawal request.

Details of the issue:

Date of withdrawal request: 23.08.2026

Payment Method: Debit / Credit Card (Same card previously used for 6 successful withdrawals)

Status: Account fully verified (KYC complete), no pending document requests

I requested a withdrawal on 23rd August 2026. Since then, over 10 days have passed, and the payout remains in "pending" status.

I have been in daily contact with customer support and my assigned VIP Managers (Radomír and Miroslav, Tickets #55746563, #55694033, and #55746563). They repeatedly assured me that my account has no issues, all verification is complete, and that the delay is merely due to a "high volume of requests at the finance department."

However, this is the exact same payment card I have successfully used for 6 previous withdrawals without any issues. Waiting over 10 days for a standard payment processing on a fully verified account is unacceptable and appears to be an intentional delay tactic.

I kindly ask Casino Guru to step in and help me escalate this issue directly to the casino management so that my funds can be released and sent to my account.

Thank you for your assistance.

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Dear Paty0000,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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

Dear Paty0000,

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,

Jean