The player from Spain struggles 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 become blocked, and he faces a slow verification process despite submitting the required documentation. Communication with the casino has broken down, with unanswered emails and continued requests to keep betting.
Wonaco Casino - Player's withdrawals are blocked and account verification is delayed.
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Wonaco Casino
Safety Index:Above averageCase summary
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5 days 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.
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 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
