The player from the United States has a withdrawal request pending for over three weeks at Wonaco Casino, with 1,000 Euros in the queue. Despite uploading his identity verification as requested, the status remains pending for over a week.
Wonaco Casino - Player's withdrawal is delayed due to verification.
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Current status
Waiting for Casino Guru to reply
5d 9h 44m 22s
Wonaco Casino
Safety Index:Below averageCase summary
Discussion
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Public
3 days ago
Translation
Hello, I have a problem with the Wonaco Casino.
I deposited 100 Euros of raw cash there and won. I now have 5000 Euros at this casino, of which 1000 Euros are in the withdrawal queue and the other 4000 are still in my player account.
I've been waiting for my withdrawals since February 6th, 2026, so for over three weeks. After waiting two weeks and dealing with customer support, the casino asked me to verify my identity, which I, of course, uploaded. However, my verification hasn't been processed at all since then; it's still pending, even though it says it can take up to 24 hours. I've now been waiting for over a week.
I am asking for your help and hope you can resolve my issue.
If you need any proof, please let me know.
Automatic translation:
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2 days 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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2 days ago
Dear Player,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
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,
Attila
