The player from Germany had been waiting for 13 months for a withdrawal from Wonaco.com, encountering unexpected KYC requirements only after his initial request. He faced a technical issue that prevented him from submitting the necessary documents and experienced escalating demands for verification without prior notice. The Complaints Team facilitated communication between the player and the casino, urging the player to provide all requested documents. Ultimately, the player decided to withdraw his complaint and close the case. The complaint was closed at the player's request.
Wonaco Casino - Player's withdrawal is delayed due to KYC issues.
Closed
Our verdict
Other
Amount: €100
Wonaco Casino
Safety Index 2.8 Very lowCase summary
Discussion
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4 months ago
Translation
Dear Casino Guru Team,
I would like to file a complaint against Wonaco.com and request your assistance in clarifying the matter.
Brief overview / Timeline:
I have been registered with Wonaco for several months and have made approximately 20 deposits during this time.
Prior to my first withdrawal request, there were no KYC requirements or indications that I needed to submit any documents.
1) January 28: I submitted my first withdrawal request.
2) Afterwards: Only after several inquiries was a KYC verification suddenly required, however there was no working way to upload or submit my documents (e.g. ID) (KYC loop / technical upload problem).
3) After further inquiry and a suggestion to seek help from Casino Guru, instead of a technical solution, I received a flood of additional KYC requirements.
Today is February 27th – the payout is still not complete.
KYC requirements after escalation notice: See screenshot in the attachment.
I understand that KYC/AML checks may be required. I am also willing to cooperate.
However, I am honestly surprised by how much and what exactly is being demanded here – especially after no verification was necessary for months and many deposits, and initially not even an upload option was provided.
Why I find this case problematic:
- The payment has been pending since January 28th (approximately one month now).
- KYC only became relevant after a withdrawal request and only after repeated inquiries.
- Initially, there was a KYC loop without an upload function, which meant I could not complete the verification process.
- After referring to Casino Guru, there was a sudden escalation of demands instead of providing a technical solution (upload).
- The communication refers to terms and conditions and presents the decision as "final and non-negotiable", without addressing the KYC loop/upload error or the proportionality.
My goal:
I want a factual, fair and timely solution, that means:
- Appropriate verification with reasonable documentation
- Release of payment after successful verification
- Transparent explanation of why KYC is only required after payment and only after escalation in this form.
I also believe it is important to document this process transparently, as a KYC loop without upload capability and subsequently a KYC flood after an escalation notification could be a pattern that affects other players and should be clarified accordingly.
Thank you for your support.
Best regards
Eric
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4 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly
- Have you deposited into the casino using the 2 bank accounts listed on the screenshot?
- Have you requested a payout to the payment method already used for deposits?
- Could you please advise which party suggested that you contact casino.guru with the issue?
- Could you please share a screenshot of the error you receive when attempting to upload the requested documents?
- Could you please share with me your communication with the casino on the topic? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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4 months ago
TranslationHello Tomas,
Thank you very much for your feedback.
I am, of course, aware that the KYC process is an important and necessary component of online gambling to verify players' identities and ensure payouts to the rightful account holder. However, in my case, the problem lies less in the fundamental necessity of KYC and more in the fact that the verification process at Wonaco was only initiated with a considerable delay after I requested a withdrawal, and there was no clear or functional way to submit the required documents beforehand. Furthermore, communication with customer service was very difficult from the outset.
Now to your questions:
- Did you top up your casino account using the two bank accounts listed in the screenshot?
Yes, I have
- Have you requested a withdrawal to the same payment method you have used for deposits?
Yes, I have too.
- Could you please tell us who recommended that you contact casino.guru about this problem?
I have had positive experiences with Casino Guru before and already have confidence in their expertise.
- Could you please share a screenshot of the error message that appears when trying to upload the requested documents?
I have just sent you the email.
Have a nice weekend and best regards
Eric
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4 months ago
Dear HAMMER94,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
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4 months ago
Dear user,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Wonaco Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Wonaco Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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4 months ago
Dear all,
Thank you for reaching out.
We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.
We appreciate you reaching out to us about this matter.
Kind regards,
Wonaco
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4 months ago
Dear player,
Thank you for reaching out.
We kindly inform you that after reviewing your case with the relevant department they inform us that you need to provide the following Documents for verification :
1:photo for ID document showing both sides and selfie holding the document.
2:the selfie photo holding your ID document with our website in the background.
3:for DE482*****2760 for January with all IN and OUT transactions visible including deposits to us, also transaction history for DE49******1738 for January with all IN and OUT transactions visible including deposits to us.
We hope that this clears up the matter for you.
Kind regards,
Wonaco Casino
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4 months ago
TranslationThank you for the feedback.
I would like to add that the requirements provided by the casino are not only identical to a previous email, but also appear to have been simply copied directly from the website (as of February 24th) without addressing my individual case.
My withdrawal request has been pending since January 28th.
The process was as follows:
Initially, there was no way to upload documents.
- Only after repeated inquiries were the new KYC requirements suddenly imposed.
- These requirements now appear as a standardized, non-case-specific template
Therefore, I have the impression that no individual review of my case has taken place so far.
Of course, I remain willing to carry out a proper and standard verification process.
However, I consider the scope of the currently required documents – in particular complete transaction histories of my bank accounts as well as additional selfie requirements – to be disproportionate, especially in relation to the payout amount.
I therefore request a concrete, case-specific clarification from the casino.
From my perspective as a player of the casino, it would be desirable to be informed about the requirements in a case-specific and service-oriented manner, instead of simply receiving standardized answers.
Thank you for your support.
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4 months ago
Thank you all for your cooperation.
Dear user,
Please provide all the requested documents as soon as possible so we can move forward with your complaint.
Respectfully,
Romi
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4 months ago
TranslationHi Romi.
Could you please specify which documents you would like from me?
Those documents that Wonaco had requested?
Thank you very much and best regards.
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3 months ago
Dear Romi,
Thank you for the reply.
We kindly inform you that after reviewing your case with the relevant department they inform us that you need to provide the following Documents for verification :
1:photo for ID document showing both sides and selfie holding the document.
2:the selfie photo holding your ID document with our website in the background.
3:for DE482*****2760 for January with all IN and OUT transactions visible including deposits to us, also transaction history for DE49******1738 for January with all IN and OUT transactions visible including deposits to us.
We hope that this clears up the matter for you.
Kind regards,
Wonaco Casino
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3 months ago
TranslationHello Romi,
I have just sent you an email and am waiting for your reply.
In the meantime, I have looked more closely at the processes surrounding such deliberately complicated and questionable KYC requirements and have gained the impression that this is less an individual review of my case, but rather a well-known tactic.
That makes a transparent and constructive exchange all the more important to me – both here in the forum and in direct contact.
Nevertheless, I will of course remain involved in the proceedings and await your feedback.
Thank you very much and best regards
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3 months ago
Thank you, Wonaco Casino, for your message.
Dear user,
Please fully cooperate with the casino regarding the KYC, and send them all the requested documents as soon as possible.
Please know that there is no need to send the documents to my email whatsoever.
Respectfully,
Romi
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3 months ago
TranslationHello Romi,
Thank you very much for your support and for assisting with my case.
After considering the current situation, I have decided not to pursue this case further and therefore request that it be closed.
The casino's approach and the disproportionate KYC procedure it has initiated leave me with a very suspicious overall impression.
Even though my case wasn't really addressed individually, I would like to thank you for your time and support.
I hope that I have at least been able to contribute to raising awareness and fostering constructive exchange within the community.
Best regards
Eric
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3 months ago
Hello.
Thank you, dear user, for using our complaint resolution center.
I will now proceed to close this complaint as per your request.
I'm sorry we were not able to help you this time, but please don't hesitate to turn to us in the future if you experience any issues with this or any other online casino.
Best regards,
Romi
