The player from Germany had submitted her first withdrawal request for €500 nine days ago, but it remained unprocessed despite the casino's terms stating it should take three business days. She was worried about the withdrawal process of subsequent winnings, especially since the initial amount had not been received. After expressing her dissatisfaction and requesting account closure, it was confirmed that her account had been closed following her multiple requests. The Complaints Team was unable to provide further assistance, and the complaint was closed as rejected.
Wonaco Casino - Player’s withdrawals are delayed.
Closed
Our verdict
Other
Amount: €1,500
Wonaco Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
9 months ago
Translation
Good day,
I won with my deposit. 9 days ago, I sent my first withdrawal request. They just told me it was being processed. According to the terms and conditions, it takes 3 business days. I also requested two more withdrawals of €500 each. I kept playing and have now won another €30,000 on top of the €1,500. I wasn't required to verify my account! A bit strange; at other casinos, you have to verify your account before you withdraw. I'm slowly running out of patience. I'm worried about whether I'll ever get my €30,000 paid out. Especially since you can only withdraw €500 in installments. That would take forever. If I haven't even received the first €500, how will the €30,000 work? This is real money I deposited, so it's not linked to a bonus. I hope for your help. I've taken screenshots as evidence in case I need to take legal action.
Automatic translation:
Public
Public
9 months ago
Dear Player,
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 I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Could you please advise when the communication you shared took place?
- When was the last time you communicated with the casino support regarding the delay?
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,
Tomas
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
9 months ago
TranslationHELLO,
I have never withdrawn any winnings from this casino because I recently started playing there.
The last communication was on 28.5.25
I was promised via live chat that a payout would be processed. I took a screenshot as proof.
I hope you can help me!
Thanks in advance
Automatic translation:
Public
Public
9 months ago
TranslationGood day,
I've now lost all the money and canceled my withdrawal. I want them to block my player account. I don't want to have anything to do with the casino anymore. What they're doing is purely deliberate.
I'll keep my hands off them!
Thank you very much for your help.
Automatic translation:
Public
Public
9 months ago
I am sorry to hear the news.
I checked the website and found these options available:
3.7 Closure of your account: You may request the closure of your account at any time by sending an email to customer support at support@wonaco.com, subject to the following conditions:
You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.
In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided.
3.8 Self-exclusion request: you can contact the customer service via e-mail: support@wonaco.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.
- Have you asked the casino for account closure or self-exclusion?
- Have you unsubscribed from the casino's marketing communication?
- Was your player's account closed as a result?
Please let me know.
Public
Public
9 months ago
TranslationI closed my account after several requests. I had over €5,000 in bonus credit, which I actually waived. I didn't want to have anything to do with them anymore. A terrible casino. It wouldn't have done any good; they don't pay out!
Thank you again!!!
Automatic translation:
Public
Public
9 months ago
Thanks for the update and confirmation.
I am sorry we could not be of more help on this occasion. Since we can't offer any other assistance in the matter, the complaint will be closed as rejected.
Please, do not hesitate to contact us if you run into issues with any online casino in the future.
