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

Ich habe 3 Auszahlungen zu je 500 Euro beantragt:

• 08.09.26
• 09.09.26
• 10.10.26

Das Auszahlungslimit beträgt 500 Euro pro Tag und die maximale Anzahl der offenen Auszahlungen sind maximal 3, daher kann ich den restlichen Betrag von 6000 Euro (insgesamt 7500 Euro) nicht beantragen.

Der Support ist keine Hilfe. Die üblichen generischen und automatisierten Antworten, dass man sich darum kümmern würde, mein Geld sicher ist, und alles gut gehen wird.

Ich weiß nicht einmal, ob ich mit echten Menschen gesprochen habe, oder es eine KI ist.

Ich habe vor einigen Monaten schon einmal Auszahlungen erfolgreich vorgenommen. Daher weiß ich nicht, wo jetzt das Problem liegt. KYC wurde bis jetzt nicht verlangt, laut Konto ist dies aktuell auch nicht nötig.

Einbezahlt wurde mit Skrill, ebenso wurde darüber die Auszahlung beantragt.

Alle Gewinne wurden ausschließlich über Sportwetten erzielt, kein Casino.

Es wurde kein Bonus beansprucht.

Ich habe innerhalb der letzten Jahre bei einem Dutzend von Seiten dieses Unternehemens gespielt und niemals Probleme bei der Auszahlung gehabt.

Auszahlungen wurden immer am 3. Werktag nach der Anfrage bearbeitet. Es ist nicht das schnellste, aber wenigstens konnte man sich darauf verlassen. Dieses mal scheint jedoch einiges anders zu laufen.

Die 500 Euro/Tag Limits sind hingegen ein absoluter Witz.

In der Zwischenzeit haben sie auch ihre URL geändert und die Sprache Deutsch entfernt. Ich weiß jedoch nicht, was das zu bedeuten hat.

Ich fordere Wonaco hiermit auf, meine Auszahlungen zu bearbeiten.

Die Beschwerde werde ich erst schließen, sobald der Gesamtbetrag von 7.500 Euro auf meinem Skrill Konto eingegangen ist.

Aktuelle Zwischenstände und ggf. Fortschritte werde ich hier selbstverständlich aktuell halten.

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.

Dear LifeIsAGamble,

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

I’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I can understand the situation.

• Could you please confirm that your account is fully verified?
• Could you please provide the complete URL or link to the casino?
• Could you please share a screenshot of your withdrawal history directly in this thread?
• Also, please share any screenshots of your correspondence with the casino regarding the withdrawal delays.

Thank you very much in advance for your reply.

Hallo Jean, vielen Dank für Ihre Rückmeldung.

Wie folgt beantworte ich alle Fragen:

Könnten Sie bitte bestätigen, dass Ihr Konto vollständig verifiziert ist?

Mein Konto ist nicht verifiziert, da es laut Betreiber aktuell keinerlei Verifizierung benötigt (siehe auch Screenshot)

Könnten Sie bitte die vollständige URL oder den Link zum Casino angeben?

Die URL lautet: https://wonaco.com, wird jedoch derzeit auf https://wonaco-1998.com/ (bis vor etwa 2-3 Wochen war sie unter https://wonaco3.com/ erreichbar).

Könnten Sie bitte einen Screenshot Ihrer Auszahlungshistorie direkt in diesem Thread teilen?

Ich habe nachgeschaut und ich habe dort tatsächlich erst eine Auszahlung durchgeführt:

Bitte teilen Sie uns auch Screenshots Ihrer Korrespondenz mit dem Casino bezüglich der Verzögerungen bei der Auszahlung mit.

Hier ist die Kommunikation mit dem Casino. Diese beinhaltet auch vorherige Versuche einer Auszahlung, welche hinausgezögert wurden und ich schlussendlich wieder storniert habe. Die letzte Kommunikation (auf dem Screenshot ab dem 19.09.26) bezieht sich jedoch auf die aktuelle verzögerte Auszahlung (und nein, niemand hat sich bis dato bei mir gemeldet):

PS: Falls die Konverssation eine zu niedrige Bildqualität aufweist, hier nochmal auf Imgur.

Vielen Dank für Ihre Mühe!

Just contacted their support again, here is the conversation.

Please note their claims:

"I assure you that your money is safe and your winnings are fully valid."

And their reason (yet another excuse):

"Right now, there is a delay that is outside of our immediate control, but I want to assure you that the Finance team is actively working to resolve this."

So they confirmed everything is valid and there are no issues with my account and my winnings.

The withdrawal time is not acceptable, as it will take months to cash out the full amount (if they even do that in general).

Please keep this post private, as it contains personal info.

Thank you.

Today, I received my first withdrawal of 500 Euro.

Specifically, it was the one from 10.09.26.

I immediately requested another withdrawal of 500 Euro.

Pending withdrawals as of now:

08.09.26 - 500 Euro (20 days ago)

09.09.26 - 500 Euro (19 days ago)

28.09.26 - 500 Euro (today)

Pending withdrawals in total: 1500 Euro

Remaining account balance (excl. withdrawal requests): 5500 Euro

Total account balance (incl. withdrawal requests): 7000 Euro

Today, I also got in touch with aboutslots.com which referred me to this Casino to inform them about the case.

In addition, I'm also in contact with another influential casino entity to make things public to a wide range of gambling communities to spread awareness, in case things get further delayed.

I'm still positive here, as most of the Wonaco complaints got resolved here on Casino Guru and I still think they "only" delay the withdrawals intentionally, so people will gamble away everything in the meantime and also cancel pending withdrawals (which will never ever happen in my case, just to let Wonaco know. I didn't touch a single Euro or withdrawal request since I opened this complaint and won't do under any circumstances).

Wonaco, I kindly ask you to withdrawal my entire account funds to the known Skrill address immediately, so we can close this case positively.

I've lost far more than this on a dozen of your parent company sites, so please treat me fair this time.

In case there are any updates in this case, I'll keep you posted.

Unfortunately, Casino Guru hasn't replied to this in 7 days either, which is quite unfortunate.

But as mentioned, I'm also in contact with other parties to get this resolved.

Dear LifeIsAGamble,

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, Lucka, (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,

Jean

Hello LifeIsAGamble,

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

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Wonaco

Yesterday, 01.10.26, I received another 2x 500 Euro.

Specifically, they were the ones from 08.09.26 and 09.09.26.

I immediately requested another withdrawal of 500 Euro yesterday, as well as an additional 500 Euro today.

Pending withdrawals as of now:

28.09.26 - 500 Euro

01.10.26 - 500 Euro

02.10.26 - 500 Euro

Pending withdrawals in total: 1500 Euro

Remaining account balance (excl. withdrawal requests): 4500 Euro

Total account balance (incl. withdrawal requests): 6000 Euro

The first batch of 3 requested withdrawals took 23(!) days to process. Again, according to their terms and conditions in terms of withdrawal duration time frames is max. 3 days.

Wonaco, I kindly ask you again to transfer all my remaining account funds of 6000 Euro at once to my known Skrill address.

I won't accept to go through this exact procedure of 3+ weeks per max. withdrawal requests again, which would result in another 12 weeks of intentional delaying.

Please, proceed to comply with this request to close this case positively asap.

Kurzes Update.

Bis jetzt sind keine weiteren Auszahlungen.

Der Auszahlungsantrag vom 28.09.26 (genauso wie die beiden anderen) hängen nach wie vor in der Bearbeitung.

Scheint so, als beginnt das Spielchen wieder von vorne. Wieder eine komplette Woche vergangen ohne die entsprechende Auszahlung zu bearbeiten.

Es ist unerträglich.

Wonaco hat sich bis jetzt, trotz dessen Nachricht hier im Thread, nicht der Sache angenommen. Keine weiteren Erkenntnisse von deren Seite.

Falls ich mein Geld überhaupt noch sehen werde, wird sich die komplette Prozedur voraussichtlich bis ins Jahr 2027 ziehen.

Dear all,

Thank you for the patience.

We would like to inform you that your withdrawals has been scheduled and they will be proceeded soon.

Kind regards,

Wonaco

Yesterday, I received the withdrawal requests of 28.09, 01.10, 02.10., as well as 500 Euro that I requested yesterday, which came in a couple of hours later.

Finally, I can see some acceptable progress.

Remaining balance on my account is 4000 Euro.

I'll keep this case updated (will post within a week again) to inform about the further progress and let you know how things are going.

Thank you to this point, Casino Guru, as well as Wonaco for finally taking action in an acceptable manner. I'd appreciate if things will continue this way.

Another 500 Euro, requested on 09.10.26 have been processed on 10.10.26.

There are now 3 more withdrawal requests pending, each 500 Euro:

• 10.10.26
• 11.10.26
• 12.10.26

Pending withdrawal requests in total: 1500 Euro

Current account balance: 1500 Euro.

Total account funds, incl. withdrawal requests: 3000 Euro.

Total withdrawals to date: 4500/7500 Euro

Seems like the daily processing has stopped again, and I'm not able to request further withdrawals due to their limits (500 Euro daily, and max. 3 active requests in total).

I'd highly appreciate if Wonaco keeps processing my withdrawal requests to eventually close this case.

We're almost there.

Thank you in advance.

Edit:

All open withdrawal requests have just been processed.

Current total account balance left: 1500 Euro.

Will update as soon as the final amount arrived on my Skrill account.

Throughout the past 3 days, I requested the final 3 withdrawals, each 500 Euro, 1500 Euro in total.

After they've been processed, I'll mark this case as resolved.

Thanks again, Casino Guru, for making this possible.

Wonaco, fast payouts is the most important thing for gamblers.

They will happily come back with their won money to gamble it again.

But they will stay away if this single simple rule can't be fulfilled.

Dear LifeIsAGamble,

As the majority of the disputed funds have already been successfully paid and only the final three €500 withdrawals remain pending, we will keep the complaint marked as resolved in our system for now.

Please let me know once you receive the remaining withdrawals. If there are any further issues with these payments, feel free to contact me and I will reopen the complaint so we can continue assisting you if necessary.

We appreciate your cooperation throughout the complaint.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru

An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could also help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia