Wonaco Casino - Player’s withdrawal has been delayed.

been waiting almost 2 weeks for withdrawal I got my first one pretty quick but the 2nd I had withdrew the day after and still waiting for it now I spoke to customer support numerous amount of times asked if I had to verify to get my withdraw as it has already been a long time and not long after it came up to verify they told me no it would be done asap it’s just delayed, so now I spoke to someone and they said it will need to be verified even though I spoke to about 10 other support people that said no I don’t and that verification will take a few days and would need to wait another few days for withdrawal so that will be another week or two it’s ridiculous cause they are just telling me to be patient and not helping what so ever telling me all different information like that I didn’t need to verify and then tell me later I do and now need to wait another week to get it

Dear Hannahskeen578,

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. 

• Could you please advise if you've already provided documents to verify your identity?
• If yes, which documents you have already provided and when exactly? 
• Did you accumulate your winnings with or without an active 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,

Kristina

Hi yes I did upload them today as I was only just told today, both the id and proof of address today I uploaded both at about 1pm, I only was just told today that it would need be verified to be processed after waiting so long already, with a bonus but I wagered thru it

Now they have uploaded more verification I’ve done that now but it’s like they are trying to delay my payout as much as they can they wanted 3-6months of bank transactions can’t believe they didn’t tell me 2 weeks ago when I first asked customer support

Day 6 of trying to upload documents they keep asking for same bank statements everyday nothing is done quick either I get no help from email or live chat about why they keep wanting same documents I’ve uploaded already it’s ridiculous I don’t recommend at all it’s been a massive hassle, 6 days of trying to verify my account and about 3 weeks waiting to withdrawal and no one helps at all this popped up even with no details what to upload they running out of things cause I’ve uploaded everything but they want same things multiple times

and I spoke to support to check I was right with what I was uploading and they said yes then this again today I’m about to just give up and never recommend or play on here again it’s ridiculous never in my life have so many hassles

woke up to this once again this time live chat told me I need to solve it via email which I’ve tried they just do automatic response don’t think I’m ever getting my account verified let alone my withdraw waiting on $700 now as I cancelled and played $50 but it’s been day 7 trying verify my account no help from none of them

Response I got for asking what the verification they are asking for now I’ve uploaded everything 10 different times bank statements a photo of me holding phone with website loaded up and also holding ID this is just ridiculous

Thank you very much, Hannahskeen578, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Hannahskeen578,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Wonaco Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Have you received all the necessary documents from the player to finish KYC? Is verification the only obstacle before processing withdrawal?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

needing more stuff honestly I think they just trying find something to take my win from me ridiculous how much I’ve uploaded it’s like they are looking to take my win I’ve uploaded everything numerous times, even 2 photos of my self whats gunna be next?

Dear Hannahskeen578 and Natalia,

Thank you for bringing this to our attention, I regret to hear that your experience with us has not been up to your satisfaction as we strive to deliver an excellent experience.

This is currently being handled with priority and I will inform you as soon as possible of our findings and a solution.

Thank you,

Wonaco Casino

Still waiting not sure if I’ve been verified now as it just says confirmed but no email saying if it has been still waiting on withdraw ended up cancelling it last Wednesday and spending $200 so down to $500 it’s unfortunate waiting so long cause it just encourages people to spend it as they think it’s never gunna come like me

Dear Wonaco Casino, please, let us know if there have been any updates.

Dear Hannahskeen578, I understand your frustration caused by the extended timeframe. Please, be informed if you spend the whole balance, we won't be able to help you return it. Have you tried to contact the support regarding some responsible gambling limitations? Probably, it's worth asking them if any cool-off period can be set for the period while you're waiting for your withdrawal requests to be processed. It could help you avoid spending the money you'd like to withdraw.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Please be informed that the player’s withdrawal was paid out on the 31st of July.

We hope this helps resolve the case.

Best regards,

Wonaco Casino

Thank you for the updates, Wonaco Casino.

Dear Hannahskeen578, please, confirm if you have already received the payment from the casino.

Yes finally extremely long wait but I got it thank you

Dear Hannahskeen578,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru