Wonaco Casino - Player's account has been closed.

Good morning, I'm writing to you because Wonaco Casino has closed my account for no reason and doesn't seem to have any intention of paying me the money I still have in it (approximately 2000 euros). I'm contacting you in the hope that you can help me with this case.

I recount the events chronologically:

After earning some money, they closed my account on April 29th. After a week of trying to talk to them (email and chat), they asked me for my documentation on May 6th. I sent it the next day.

And again, a week later they asked me for the SAME documentation that I had already sent. I see no intention of paying my earnings.

Dear olveracaparrosdaniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your account at Wonaco Casino.

To better understand the situation and assist you, could you please provide answers to the following questions?

• What specific documentation did you send to Wonaco Casino on May 7th?
• Have you received any confirmation from the casino that they received your documentation?
• Did you receive any explanation as to why your account was closed?
• Have you checked for any terms and conditions regarding account closures that might apply to your case?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication, feel free to forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I've sent a selfie, bank statements, ID, driver's license, address registration, and so on several times.

They reply that they are reviewing the case and it has been like this for more than a month, they have no intention of paying my earnings.

Thank you very much for your reply, olveracaparrosdaniel.

To better understand your situation and move forward with your complaint, could you please do the following:

• If the casino provided any specific instructions for how your documents should be submitted (e.g., file format, selfie with handwritten note, visible corners, etc.), please forward those instructions to us so we can check if there were any unmet requirements.
• Also, could you send us the exact documents you submitted to the casino — including your selfie, ID, bank statements, and proof of address? This will help us review whether everything appears in order from your side.

You can send all relevant materials to petronela.k@casino.guru.

Thank you again for your cooperation — we’ll do our best to assist you with resolving this case.

Hi, I've already sent everything to your email.

as they asked me for the documentation and I sent it to them several times.

Hello,

Thank you very much for your reply.

I wanted to let you know that I haven’t received any documents from you on my end yet — it’s possible you sent everything directly to the casino but not to me.

Could you please resend the exact documents you submitted to the casino (selfie, ID, bank statements, proof of address) directly to petronela.k@casino.guru? This will help me check if everything is in order and assist you more effectively.

Thank you very much for your cooperation — I look forward to your reply and the documents.

I just sent you all the documents again.

Hello,

Thank you very much for sending the documents — I appreciate it.

However, I wanted to let you know that unfortunately, I still couldn’t open the picture you forwarded. It’s possible the casino may be facing the same issue with the file.

Could you please let me know if the casino has given you any feedback at all about your documents? Did they mention any specific reason why they can’t accept them, or any instructions on how to resend them?

Thank you so much for your cooperation — I look forward to your reply.

I just sent you the documents in another format. The casino opens them correctly, but each time they reply asking me for more transactions from my bank card.

I just sent them the documentation and the casino can open them, and each time they reply asking me for more bank card transactions, because they already have all the documents.

Now they're asking me for entries and exits from the casino. I send them to them, and they tell me the document isn't original.

I don't understand anything anymore

I sent it to your email, you can see that the document is original and is in PDF format.

Dear olveracaparrosdaniel,

Thank you for your update and for resending the documents.

Just to clarify — do I understand correctly that the casino refuses to accept your bank statement?

Could you please confirm how exactly you obtained the document — was it generated and downloaded from your Internet banking platform, or did you receive it directly from your bank via email or another method?

Thank you in advance for your reply.

I got it from the bank's app, it's an original document and the PDF is displayed correctly.

Thank you very much, olveracaparrosdaniel, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you olveracaparrosdaniel 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!

Dear olveracaparrosdaniel,

Thank you for your patience.

We would like to inform you that you account has been verified. In order to proceed with the refund of your balance, we have sent to you an e-mail to provide us with bank details.

Thank you for your cooperation!

Best regards,

Wonaco Casino Team

Hi, I just sent everything you asked for plus the certificate of ownership. Thank you.

Dear olveracaparrosdaniel, Thank you very much for the update. We will keep this complaint open until you confirm your refund has been successful. Please keep me informed about any further developments.

Ok, perfect Peter, I'll keep you informed.

I still haven't received the money. I'm still waiting... they said they would pay, but nothing.

All the best,

Good morning,

It's been about 12 days and there's no sign of the money. That bit about them paying... a lie, as usual.

Can they mediate with the Casino again?

All the best.

Dear Wonaco Casino representative, can you update us about the situation regarding the player's refund? Thank you in advance!

Dear all,

We would like to inform you that we have forwarded it to the payments team to be checked and we will have updates regarding the refund as soon as possible.

Thank you for your patience.

Best regards,

Wonaco casino team

Dear DanielOlvera_25,

We would like to inform you that the first manual withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards. Moreover, another four manual withdrawal requests have been programmed to be completed as soon as possible.

We thank you so much for your patience and your cooperation to the matter!

Best regards,

Wonaco casino team

Thank you very much for the update Wonaco Casino representative.

Dear DanielOlvera_25, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Good morning,

I have indeed received one of the withdrawals. When the others arrive, I'll update the complaint so I can close it.

I will keep you informed of the news.

All the best

Good morning,

I have received all payments.

Thank you both for your collaboration.

All the best

Dear DanielOlvera_25,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter