Wonaco Casino - Withdrawal of player's winnings has been delayed.

I requested a withdrawal from Wonaco Casino, however the payment has been delayed for an extended period of time.

The casino repeatedly confirmed that:

- my winnings are safe,

- no verification is required,

- and the withdrawal is being processed by the Finance Department.

Despite multiple communications, they continue providing only generalized responses and refuse to provide any estimated payout timeframe.

I have fully cooperated with the casino and there are currently no verification issues on my account.

I am concerned about the indefinite delay of my withdrawal and I kindly request assistance in resolving this matter.

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Dear dnagyilles,

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 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

Thank you for your response and clarification.

I understand that withdrawal processing may sometimes take additional time. However, I would like to note that the casino has repeatedly confirmed in writing that:

- no verification is required,

- my winnings are safe,

- and the withdrawal is still being processed by their Finance Department.

Despite this, they continue refusing to provide any estimated payout timeframe and only send generalized delay explanations.

I will continue cooperating and monitoring the situation. If the withdrawal remains unresolved after the recommended waiting period, I would appreciate your assistance in intervening further.

Thank you for your help.

Additional evidence attached.

The attached screenshots show that the casino repeatedly confirmed:

- no verification is currently required,

- my winnings are safe,

- and the withdrawal is still under processing by the Finance Department.

However, despite multiple communications, no estimated payout timeframe has been provided and the withdrawal remains pending.

I am attaching the communication history and current withdrawal status for documentation

Additional update:

The withdrawal remains unresolved and no payout has been completed.

The casino continues sending generalized responses stating that:

- the winnings are safe,

- no verification is required,

- and the withdrawal is still under processing.

However, no estimated completion timeframe or meaningful progress update has been provided so far.

I am continuing to monitor the situation and documenting all communication related to the withdrawal delay.

Dear dnagyilles,

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.

Hello,

Unfortunately, the withdrawal has still not been processed and no payment has been received so far.

The casino continues sending generalized template responses referring to:

internal checks,

the Finance Department,

payment processing delays,

and requests for patience.

However, despite multiple communications, they still refuse to provide any realistic payout timeframe.

Throughout the process, the casino repeatedly confirmed in writing that:

no verification is required,

my winnings are safe and secure,

and the withdrawal remains under processing.

The withdrawal has now been pending for more than 13 days without any meaningful progress or resolution.

I would greatly appreciate your assistance in intervening further regarding this matter.

Thank you for your help.

Dear dnagyilles, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, 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.

Karla