The player from Finland had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The issue was identified as a delay related to the chosen withdrawal method. The complaint was resolved as the player decided to address the matter with the finance department directly. Consequently, the complaint was closed at the player’s request.
Wonaco Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Other
Amount: €500
Wonaco Casino
Safety Index:Below averageCase summary
Discussion
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Public
1 year ago
The casino has delayed my withdrawal way over the time limit provided in their terms and services. Usually payments are processed within 3 business days and I've had one succesful withdrawal earlier in this time frame. However, now they have delayed my withdrawal of 500€ for 7 business days with no additional information. Contact with customer service has proven unable to solve the issue, the only response I've had is that they will remind the finance department. The site states that my account does not need additional verification, nor do I have been asked for one.
Public
Public
1 year ago
Dear Serveriii,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
