The player from Italy had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. We had attempted to gather further information to assist with the issue, but the player did not provide the necessary details or cooperate. Consequently, the complaint was rejected due to insufficient information to proceed with a resolution.
Wonaco Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Other
Amount: €3,000
Wonaco Casino
Safety Index:Below averageCase summary
Discussion
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3 months ago
Translation
I won a decent amount. But from then on, the casino gave me a lot of problems. It told me my account was under review. I sent all the required documents, but it still wasn't unlocked.
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3 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 months ago
Translation
Hello. I'd like to give everyone a piece of advice. Forget it and play on safe and guaranteed platforms. It's rubbish.
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2 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
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2 months ago
Translation
Really. I have nothing more to write. The casino in question is not reliable as far as I'm concerned. I would advise everyone to avoid depositing. Then they can see what they can do. Best regards
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2 months ago
Dear player, please understand that without further details or cooperation from your side, it is unfortunately not possible for us to assist you in resolving your case.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
