HomeComplaintsWonaco Casino - Player's payout is delayed.

Wonaco Casino - Player's payout is delayed.

Amount: 37,500 Kč

Wonaco Casino
Submitted: 11 Feb 2025 | Closed : 04 Mar 2025
Closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from the Czech Republic faced a payout withholding of CZK 37,500 since January 20th at Wonaco Casino, while also having a balance of CZK 785,000. Despite reaching out via live chat and email, he received no meaningful response and was asked to wait. The Complaints Team was unable to investigate further due to the player's lack of response to their inquiries, which resulted in the complaint being rejected.

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Translation

Hello, I don't know how else to defend myself, so I would like to ask you for help. The casino wonaco11.com has been withholding a payout from my account since January 20th in the amount of CZK 37,500, plus I have a balance of CZK 785,000 on my account. The usual answer on the live chat is to wait, and no one has replied to my email even after 14 days. I would be grateful for any help.

Automatic translation:
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Dear hanzlaus,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wonaco Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Have you made any successful withdrawals from the casino in the past?
  • Could you please confirm that you have passed the KYC verification?
  • Have you accumulated your winnings with the help of a bonus?

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,

Tomas

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Translation

Good morning,


This is my first withdrawal from this casino and KYC verification was not required. I did not use the bonus in the game.

Thank you

Automatic translation:
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Thanks for your patience.

Can you access your player's account? Could you please share screenshots of your withdrawal request with the status visible?

Could you please share with me your attempts at resolving the issue with the casino? Send chat transcripts between you and support to my email at tomas@casino.guru, or post screenshots here

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Dear hanzlaus,

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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Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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