The player from Germany had been attempting to withdraw funds from Wonaco for 5 weeks, facing repeated document rejections and account suspension. Despite receiving an email indicating a payout, the funds had remained unpaid after 3 weeks, and inquiries to the support email had gone unanswered. The player eventually received a payout of 2,083 euros on December 24, 2024, after several weeks of communication. However, the account remained closed without a clear reason provided by the casino. The complaint was rejected as the casino had the right to close accounts at its discretion, and there were no remaining funds in the player's account.
Wonaco Casino - Player experiences delayed withdrawals and unresponsive support.
Amount: €2,083
Wonaco Casino
Safety Index:Above averageSafety Index
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7.8
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Closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Hello,
I have been trying to withdraw my money from the sports betting (Casino Wonaco) for 5 weeks now.
First, the documents for verification were constantly rejected, then the account was suspended and I received an email saying the money would be paid out. I have now been waiting for the money for 3 weeks and trying to get it for 5 weeks.
Any inquiries to Compliants@wonaco are not answered at all. This email address is listed in the terms and conditions for disputes. Regular emails from support are either not answered at all or always met with the same request for patience.
I have never had such difficulties with any other betting agency.
Automatic translation:
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2 months ago
Dear Sportwetten1984,
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 before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Has the casino given any reason for suspending your account?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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.
Best regards,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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2 months ago
Translation
Dear Dominika,
Thank you very much for your answer. I will describe the process and then answer your questions.
In November we requested 3 withdrawals, each of 500 euros to our VISA card account.
We were asked to submit a series of documents. All of the documents were accepted. They just didn't accept one. We uploaded the original Visa card statement. They simply didn't accept that. They wanted an extract from 10/3/24 - 10/3/24. I then said that an original statement is always issued monthly. They refused to do that. Then I pulled a report from my bank account that was filtered from 10/3/24 - 11/3/24. They refused to do that because it was probably not an original statement from the bank. I said that a bank would not issue me a document for the period 10/3/24 - 11/3/24. What also makes no sense is that all the payments to the betting office were stored and marked on the October statement. Despite this, they insisted in lively email correspondence that they wanted an original report for this period. That was the first time I was suspicious because they simply refused to accept the original Visa report because it was from October 1st, 2024 to October 31st, 2024. They always refused to filter the data for the period they requested as a CSV or PDF. I then said that I would contact a lawyer and the authorities because money was apparently being arbitrarily withheld. They then blocked all my access to the betting shops where the company is the operator, such as Viperwin, Rabona, etc.
But then 2x 500 euros were paid out to Visa and a bank account was requested for the payment of the remaining balance. I submitted all of this at the end of November and then after another 10 days of busy email exchanges I received an order confirmation for the processing of the payment of 2083 euros at WONACO and 30 euros at Viperwin. I mention VIPERWIN because it is from the same operator and these 30 euros were paid out. The documents were also accepted in the operator's other CASINOS and the payment was always made. Why the betting office has now blocked me and not paid out the large amount remains their secret. I find it simply unprofessional to display such behavior towards customers.
To your questions:
Have you ever made successful withdrawals?
Yes, 2x 500 euros were paid out.
Could you please confirm that you have passed the KYC verification?
I can't confirm it because they didn't accept this Visa settlement. But since they paid out, I assume they accepted it.
Have you accumulated your winnings with or without an active bonus?
I NEVER activated a bonus. The money was made from regular bets.
Did the casino provide a reason for blocking your account?
No. The standard answer is an administrative decision.
I will send you the screenshots by email.
Best regards
Automatic translation:
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2 months ago
Dear Sportwetten1984, do I understand correctly that your account is currently blocked due to a review?
Is the review related to verification or sports betting?
Is your withdrawal request still pending?
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2 months ago
Translation
The order has now been approved and paid out.
the account remains closed
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2 months ago
Dear Sportwetten1984, am I correct in understanding that no funds are left in your account?
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2 months ago
Dear Sportwetten1984,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
Translation
Dear Dominika,
I think the account balance will now be 0 euros. There may still be long-term bets open but I can't get into the account. It remains blocked for no reason.
the missing amount was finally paid out on 24.12.24 after 5 weeks
Automatic translation:
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2 months ago
Dear Sportwetten1984, based on your messages, it seems that your account has been closed, and while the funds have been withdrawn, there are no remaining balances.
It's important to note that casinos reserve the right to close player accounts at their discretion. Since your account is now closed and there are no funds left, we must respect the casino's decision.
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.
