The player from Germany has 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 remain unpaid after 3 weeks, and inquiries to the support email go unanswered.
Wonaco Casino - Player experiences delayed withdrawals and unresponsive support.
Amount: €2,083
Wonaco Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.9
Wonaco Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for player to reply
6d 15h 48m 52s
Case summary
8 hours ago
Public
Public
16 hours 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:
Public
Public
8 hours 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.
Sportwetten1984 has 6d 15h 48m 52s to reply
