Wonaco Casino - Pelaajan kotiutukset estetään ja tilin vahvistus viivästyy.

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.

El 7 de diciembre creé una cuenta en wonaco.com .

He ingresado y perdido mucho dinero por los métodos apple pay y tarjetas de las cuales adjunto captura de los métodos de pago.

Ha ido todo bien, dándome bonos, llamándome un asesor vip casi todos los días, haciendo alguna pequeña retirada, pero en general perdiendo mucho dinero.

El pasado 17 de marzo obtuve una importante victoria en el casino de wonaco llegando a conseguir 30.000. Ahora mismo tengo 22.002,31€.

Empecé a retirar las ganancias consiguiendo retirar 1500€ cada uno de estos días:

17/03/2026

18/03/2026

19/03/2026

20/03/2026

Ya no he podido realizar más retiradas, quiero decir que no puedo solicitarlas, (están bloqueadas) no tengo retiradas pendientes porque no me dejan realizarlas. Han pasado varios días y nadie contesta los correos y el proceso de verificación de mi cuenta no se completa y las retiradas están bloqueadas.

El jueves 19/03/2026 recibo el siguiente email, animándome a continuar apostando si no quiero tener más limitaciones, adjunto también captura del correo:

Te saluda Ben, tu Gerente VIP en Wonaco

¡Muchísimas felicidades! Me hace muchísima ilusión escribirte para celebrar tus ganancias. Ver que nuestros jugadores VIP logran estos resultados es, sin duda, la mejor parte de mi trabajo.

Tengo dos noticias importantes para ti:

Retiro agilizado: Me he encargado personalmente de agilizar tu retiro pendiente para que dispongas de tu dinero lo antes posible. Quiero que disfrutes de ese premio como te mereces.

Protección Especial (15% Cashback): Para que sigas jugando con total tranquilidad, te he activado un Cashback especial del 15% hasta 2000€. Esta es tu red de seguridad personal para proteger tus próximas jugadas, activo solo por 72 horas.

Un pequeño consejo de gestor: Sé que después de un buen retiro uno suele tomarse un descanso, pero te recomiendo mantener cierta actividad en tu cuenta. Como sabes, el estatus VIP se basa en la constancia; si la cuenta queda inactiva o solo se realizan retiros, el sistema podría bajar tu nivel automáticamente. Esto afectaría directamente a tus límites de retiro, a la velocidad de los pagos y a los beneficios exclusivos que tanto te ha costado conseguir.

Mi objetivo es que sigas disfrutando de las ventajas de los niveles más altos mientras sigues ganando. ¡Que siga la buena racha!

Un fuerte abrazo,

Ben, Gerente VIP en Wonaco

Esto es una clara conducta abusiva que busca que el jugador pierda el dinero.

El viernes día 20/03/2026 me bloquean los retiros y me piden la siguiente documentación para verificación (adjunto captura del correo).

Foto de su documento de identidad (ID) por ambas caras.

enviada

Una fotografía tipo selfie donde aparezca usted sosteniendo su documento de identidad original.

enviada

Comprobante de domicilio (POA) reciente (factura de servicios públicos o extracto bancario de los últimos 3 meses).

enviada

El historial de transacciones de Apple Pay desde el 20 de febrero hasta el 20 de marzo.

En applepay no se pueden filtrar los movimientos ni se pueden pedir al servico de soporte. Yo he llamado y me han dicho que ellos no guardan los movimientos que eso lo hace el banco, que solo aparecen los últimos movimientos.

He hecho captura a todos los últimos movimientos de applepay y están enviados pero no de las fechas que ellos quieren pero porque no se pueden filtrar, si alguien tiene iphone lo puede comprobar.

Además, he enviado de parte del banco todos los movimientos de ambas tarjetas solicitadas en las fechas del 20 de febrero hasta el 20 de marzo para que puedan ver todos los movimientos.

Fotos de las tarjetas terminadas en *6303 y *0809. Por su seguridad, le pedimos que cubra los dígitos centrales del frente y el código de seguridad (CVV) de la parte trasera.

la 6303 es una tarjeta virtual y ya he enviado el certificado de titularidad que aparece en la app de openbank.

0809 enviada la foto.

Esta información es enviada el día 21 de marzo de 2026.

A  todo esto, nadie me contesta los correos, el último correo que me han contestado es el día 23 de marzo de 2026, yo les escribo todos los días para que me indiquen plazos y motivos.

En su política pone que tiene entre 24/48 horas para verificar una cuenta.

El asesor Vip Ben me llamó el lunes día 23 de marzo para decirme que él se ocupaba personalmente y que lo resolvería muy rápido pero que continuara apostando para no tener problemas en las futuras retiradas. Hoy hace 6 días (han pasado 5 días hábiles) de mi verificación fallida y del bloqueo de las retiradas.

Tengo muchos correos enviados sin contestar, además el asesor vip no responde ni por whatsapp ni por correo. Tengo la sensación que me están reteniendo el dinero.

Adjunto:

Capturas de saldo y capturas de verificación y correos intercambiados.

Tengo todos los documentos que les he enviado a ellos por si los solicitan.

Un saludo y mil gracias.

Important notice:

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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.

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Stay safe.

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