The player from Germany had requested a withdrawal of €500 two weeks ago but had not yet received his payout. Despite having successfully completed the bonus requirements and making daily inquiries via live chat, he continued to receive the same response regarding delays. The issue was resolved when the player received his winnings after further communication with the Complaints Team. The complaint was marked as 'resolved' in the system.
Wonaco Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Wonaco Casino
Safety Index:Very lowCase summary
Discussion
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1 year ago
Translation
Hello, dear Guru team.
On April 13, 2025, I made two withdrawals of €500. I had previously deposited €50 and taken a bonus, which I then successfully completed. Now I've been waiting a long time for my payout. I contact the live chat every day to ask what's going on, but they always fob me off with the same answer (there's a delay). I desperately need help.
Automatic translation:
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1 year ago
Dear kolvin96,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
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.
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1 year ago
TranslationHello,
No, I haven't made any withdrawals yet.
And I mean, I haven't been asked to verify myself yet.
Best regards
Automatic translation:
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1 year ago
Please forward me all the communication between you and the casino customer support regarding the delay in the processing of your payment at veronika.f@casino.guru, or post screenshots here. Thank you for your patience and cooperation.
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11 months ago
Dear kolvin96,
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,
Veronika Fritz
Casino.Guru
