The player from Italy had a pending withdrawal since January 30th and had received only automated responses after multiple follow-ups, stating that the withdrawal was in queue. The issue was resolved as the player confirmed receiving his winnings after the Complaints Team intervened. The player’s account had already been verified, and the withdrawal was eventually approved and processed. The Complaints Team marked the complaint as resolved in their system.
Wonaco Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €500
Wonaco Casino
Safety Index:Below averageCase summary
Discussion
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11 months ago
Translation
I have a withdrawal pending since January 30th, and today is February 7th and still nothing.
I have contacted them multiple times via email and chat, and they respond with the usual automated reply that the withdrawal is in queue and will be processed soon.
It’s a joke!
Automatic translation:
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11 months ago
Dear Mirko20682,
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,
Kristina
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11 months ago
Translation
Hi Cristina, thank you very much for your quick response.
Yes yes my account has been verified because I have already sent all the documents and already made a withdrawal before this "never ending act"!
With the first withdrawal they were also fast because they processed it in 4 working days, that's why I expected the same treatment with this one too.
But evidently I was too optimistic.
I will wait a little longer and let you know if there are any developments.
Thank you so much for your support and have a nice day
Automatic translation:
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11 months ago
Translation
Guys they approved my withdrawal and sent the money right now!!!
Automatic translation:
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11 months ago
Thank you for your reply, Mirko20682. Do I understand correctly that you've received your winnings?
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11 months ago
Dear Mirko20682,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
