The player from Spain struggled to withdraw €22,002.31 in winnings from Wonaco casino, having previously made successful withdrawals. After a significant win on March 17, 2026, his withdrawal requests became blocked, and he faced a slow verification process despite submitting the required documentation. Communication with the casino broke down, with emails going unanswered and continued requests for him to keep betting. We attempted to assist by requesting information from both the player and the casino, but the casino ultimately ceased communication and operated without a valid license or ADR service. Due to the lack of cooperation from the casino, the complaint was marked as unresolved and closed.
Wonaco Casino - Player's withdrawals are blocked and account verification is delayed.
Unresolved
Our verdict
No reaction
Black points: 4,796
Amount: €22,002
Wonaco Casino
Safety Index 2.8 Very lowCase summary
Discussion
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3 months ago
Translation
On December 7th I created an account on wonaco.com.
I have deposited and lost a lot of money through Apple Pay and credit cards, and I have attached screenshots of the payment methods.
Everything has gone well, giving me bonuses, a VIP advisor calling me almost every day, making some small withdrawals, but overall losing a lot of money.
On March 17th, I had a significant win at the wonaco casino, reaching €30,000. Right now I have €22,002.31.
I started withdrawing my winnings, managing to withdraw €1500 each day:
17/03/2026
18/03/2026
19/03/2026
20/03/2026
I haven't been able to make any more withdrawals; I mean, I can't request them (they're blocked). I don't have any pending withdrawals because they won't let me make them. Several days have passed, and no one is answering my emails. The account verification process isn't completing, and withdrawals are still blocked.
On Thursday, March 19, 2026, I received the following email, encouraging me to continue betting if I don't want any more limitations. I've also attached a screenshot of the email:
This is Ben, your VIP Manager at Wonaco.
Congratulations! I'm so excited to write to you to celebrate your winnings. Seeing our VIP players achieve these results is definitely the best part of my job.
I have two important pieces of news for you:
Expedited withdrawal: I've personally taken care of expediting your pending withdrawal so you can have your money as soon as possible. I want you to enjoy this prize as you deserve.
Special Protection (15% Cashback): To ensure you can continue playing with complete peace of mind, I've activated a special 15% Cashback for you, up to €2,000. This is your personal safety net to protect your future bets, active for 72 hours only.
A little tip from your account manager: I know that after a good withdrawal you usually take a break, but I recommend maintaining some activity on your account. As you know, VIP status is based on consistency; if your account remains inactive or you only make withdrawals, the system could automatically lower your level. This would directly affect your withdrawal limits, payment speed, and the exclusive benefits you've worked so hard to earn.
My goal is for you to continue enjoying the benefits of the higher levels while you keep winning. May the winning streak continue!
A big hug,
Ben, VIP Manager at Wonaco
This is a clear case of abusive behavior that aims to make the player lose money.
On Friday, March 20, 2026, my withdrawals were blocked and I was asked for the following documentation for verification (I have attached a screenshot of the email).
Photo of your identity document (ID) on both sides.
sent
A selfie-type photograph where you appear holding your original identity document.
sent
Recent proof of address (POA) (utility bill or bank statement from the last 3 months).
sent
Apple Pay transaction history from February 20 to March 20.
Apple Pay doesn't allow you to filter transactions or request them from support. I called and they told me they don't save transactions; that's done by the bank, and only the most recent transactions are displayed.
I've taken screenshots of all the recent Apple Pay transactions, and they're sent, but not on the dates they want, because they can't be filtered. Anyone with an iPhone can verify this.
In addition, I have sent, on behalf of the bank, all the transactions for both requested cards from February 20th to March 20th so that you can see all the transactions.
Photos of cards ending in *6303 and *0809. For your security, please cover the middle digits on the front and the security code (CVV) on the back.
The 6303 is a virtual card and I have already sent the ownership certificate that appears in the Openbank app.
0809 sent the photo.
This information is sent on March 21, 2026.
Despite all this, nobody answers my emails; the last email they replied to was on March 23, 2026. I write to them every day asking them to tell me the deadlines and reasons.
Their policy states that they have between 24/48 hours to verify an account.
My VIP advisor, Ben, called me on Monday, March 23rd, to say he would personally handle it and resolve it very quickly, but that I should continue betting to avoid problems with future withdrawals. It's been six days (five business days) since my verification failed and my withdrawals were blocked.
I have many unanswered emails, and the VIP advisor isn't responding via WhatsApp or email. I have the feeling they're withholding my money.
Attach:
Screenshots of balance and verification and exchanged emails.
I have all the documents I sent them in case they request them.
Greetings and many thanks.
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3 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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3 months ago
Dear joseandres12,
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. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.
To clarify your case:
- Have you received any communication from the casino regarding the reason for your blocked withdrawals?
- Could you specify any additional documents the casino requested for your account verification?
- 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 resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Petra
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3 months ago
TranslationHello, thank you for helping me solve this problem.
On Friday, March 20, 2026, my withdrawals were blocked and I was asked for the following documentation for verification:
Photo of your identity document (ID) on both sides.
sent
A selfie-type photograph where you appear holding your original identity document.
sent
Recent proof of address (POA) (utility bill or bank statement from the last 3 months).
sent
Apple Pay transaction history from February 20 to March 20.
Sent.
Photos of cards ending in *6303 and *0809. For your security, please cover the middle digits on the front and the security code (CVV) on the back.
The 6303 is a virtual card and I have already sent the ownership certificate that appears in the Openbank app.
0809 sent the photo.
This information was sent on March 21, 2026, and I have received confirmation of its receipt. I sent it by email and through the file upload platform on your website.
Yes, I have received messages from support; I've included some here, but they're all the same message asking for patience. The terms and conditions state that account verification takes 24 to 48 hours. Today marks 10 days since my account was blocked.
Dear ..,
Thank you for contacting our customer service team.
We fully understand how you must feel and we are very sorry for the delay in everything that happened.
Please know that your request is being reviewed with priority and we will contact you with an update as soon as possible.
If you have any further questions, please feel free to contact us via email. support@Wonaco.com or live chat.
Best wishes,
Customer service.
If you need anything, just let me know and I'll forward it to you. I have all the messages saved.
Thank you so much for helping me.
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3 months ago
TranslationGood morning, it's been 13 days since my withdrawals were blocked. It's very disappointing how they're withholding money. I don't recommend this casino. They don't honor their own terms and conditions.
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3 months ago
Thank you for your reply and for providing the previous details, joseandres12.
- Have you made any successful withdrawals before?
- Could you provide any additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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3 months ago
TranslationHello, I have sent you several emails and screenshots.
Today they replied again saying my account is still under review and my withdrawals are blocked. The VIP advisor keeps insisting I continue betting so I can make withdrawals.
It's been 14 days since my withdrawals were blocked. This is not a reliable casino.
I appreciate the help, let's see if we can resolve this soon.
Thank you.
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3 months ago
Dear joseandres12
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 Lucia (lucia.s@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,
Petra
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3 months ago
Hello joseandres12,
My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Wonaco Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Lucia
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3 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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3 months ago
TranslationGood morning, they do the same thing to many users, not responding when you have earnings. They used to respond to me and call every day. Now they won't verify my account because I haven't given them a physical virtual card (which is impossible) and because I haven't shown them an Apple Pay PDF (which is also impossible). Anyone with an iPhone can verify this; you can't filter transactions or download PDFs. So my money has been held for many days.
They call me to tell me I'm going to lose my VIP status and that I should keep betting; that's what they do, they make you lose your money.
If it's not resolved here, I'll look for other means.
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3 months ago
Dear joseandres12,
Wonaco Casino has requested additional account information. Please check your email inbox for further details. Thank you.
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3 months ago
TranslationHi Lucia, I've already replied to your email. They haven't sent me any new emails. They're asking for information I can't provide. I've written a thousand times asking for an alternative, and they don't reply.
In the previous messages I have already put everything they asked for.
all the best.
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3 months ago
Dear joseandres12,
Thank you for your message. I have shared your information with the casino and will keep you informed of any updates.
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2 months ago
Dear joseandres12,
I’m sorry to inform you that after we shared your information with the casino, communication from their side has unfortunately stopped. Despite multiple attempts to obtain an update regarding your case, we have not received any response.
As effective resolution requires cooperation from all involved parties, there is currently no further action we can take to assist you. Additionally, as the casino operates without a valid license and does not refer to any ADR service, there is no regulatory authority we can escalate this matter to.
For these reasons, your complaint will be marked as "unresolved" in our system. I understand this is not the outcome you were hoping for. However, unresolved complaints do impact the casino’s rating, which may encourage them to change their approach in the future. Should the casino decide to respond, we will reopen your complaint and notify you immediately via email.
For future reference, I would strongly recommend choosing casinos based on their reviews and ratings to help avoid similar situations.
I’m truly sorry that we could not be of more help in this case.
Best regards,
Lucia S
