The player from Italy had requested a withdrawal less than two weeks before submitting her complaint. The payment had not been processed yet. The Complaints Team had intervened after the player reported that her €2088 winnings were still pending despite multiple inquiries. Following further communication, the issue was resolved, and the player confirmed that the withdrawal had been successfully processed.
Wonaco Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,523
Wonaco Casino
Safety Index:Below averageCase summary
Discussion
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6 months ago
Translation
Hello, I opened the account on Wonaco last week and on 17/07 I made a win of € 2088.00. I tried to withdraw everything but every time it told me withdrawal exceeded, after several attempts I managed to make three requests (the maximum that can be made) for a total of € 500, and to date I am still waiting for these, then the other 1558.0 remain. I tried to contact them several times by writing in live chat or via e-mail and they always tell me that it takes three working days from Monday to Friday included and that weekends are not taken into consideration, since something like this has never happened to me in any casino I am starting to worry and then I read the negative reviews.
I'm here asking you for help
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6 months ago
Dear player,
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 the 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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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6 months ago
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I checked if my account was under verification but it says no, the thing that makes me think is, I used a Visa and when I wanted to withdraw it didn't give me this option but only with a Mastercard where I tried to request the withdrawal and which are currently under verification
To answer this question, I tried just today to cancel a €100 withdrawal and see if it gave me the option to withdraw with Visa and so it was, we'll see if it's processed in the next few days or not, I'll let you know
. Thank you for your help in
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6 months ago
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Do we have to wait another 4 days before filing a claim? They won't pay after 14 days.
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6 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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6 months ago
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Hello, No it has not been resolved, I am still waiting, I have asked several times and always with the same response "to be patient and that the department was working to credit the sums
always and always the same answer with no result and my €2088 is still stuck there
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6 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Have you contacted the casino to check if any verification is still required?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], 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.
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6 months ago
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Hi Dominika, I just registered and these were my first three withdrawals because I couldn't withdraw more than 500 euros per request.
No, I didn't ask support directly but I looked on the profile and it says there's no need for verification.
The winnings are without bonuses but with my real money
I'll send you the live chat conversation here and then I'll forward it to you via email
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6 months ago
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And there are many other conversations but always with the same answers
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6 months ago
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The total amount to be withdrawn is 2523.10
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6 months ago
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The email address you gave me says it's invalid
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6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
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,
Dominika
