Wonaco Casino - Player's payout is delayed.

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.

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

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

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

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.

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.