The player from Germany expressed frustration over delayed payouts, claiming that despite previous winnings and being a VIP customer, his recent large win had not been processed after five business days. He felt that the casino's support was unhelpful and perceived their response as dismissive, prompting him to consider legal action. The Complaints Team extended the response time for the player to provide further information but ultimately rejected the complaint due to a lack of response from the player, which prevented further investigation.
Wonaco Casino - Player’s payout is delayed and account support is unsatisfactory.
Closed
Our verdict
Player stopped responding
Amount: €8,000
Wonaco Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
9 months ago
Translation
I've already lost a lot at the casino and even cashed out two or three times, but now that I've made a big win, they either don't respond or react sarcastically. They told me I should play more because of my VIP level and that a payout takes 1-3 business days, but now we're down to five business days!
This is systematic rip-off and what is advertised is not kept!!
the support is just decoration without any help.
I'll probably get a lawyer there and tell all my friends not to play there anymore.
I am a financially strong customer and you advertise payouts that are not kept despite having already made payouts in the past.
This shows that the quality in this casino is rapidly declining and I will not take this answer seriously either!
Automatic translation:
Public
Public
9 months ago
Dear Denzel82,
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, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards
Veronika
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The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
