The player from Spain had three pending withdrawals of 500€ each since the 13th of March and had struggled to get them processed despite multiple inquiries through chat. He continued to receive the same response about a quick resolution, but no action had been taken. The issue was resolved when the player confirmed receipt of all 1500€ in winnings. We marked the complaint as 'resolved' in our system and expressed appreciation for his cooperation.
Wonaco Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Wonaco Casino
Safety Index:Below averageCase summary
Discussion
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9 months ago
Hello everyone,
I'm trying to withdraw my money from this Casino, and it seems impossible to me.
I've had three pending withdrawals (500€ each, 1500 in total) since the 13th of March.
More than a week ago, I tried to ask them via chat, and they told me that my withdrawal would be completed in a very short time. Nothing happened. I tried another time some days after, also vía chat, and I received the same answer, but again, nothing happened. I open this complaint with the hope you can help me with this issue.
I have attached the screenshot of my withdrawals.
Thank you in advance.
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9 months ago
Dear Jabixo,
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 that I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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9 months ago
Dear Veronika,
1/ No, I've not received any payment from them yet.
2/ They haven't asked me for any document.
3/ No, I didn't use bonus.
Kind Regards.
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9 months ago
Could you please forward me all the communication between you and the casino’s customer support regarding the delay in processing your winnings? You can send it to [email protected]. Alternatively, feel free to upload screenshots directly here if that’s more convenient for you.
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9 months ago
They paid me today all the 1500€. You can close the complaint.
I don't know if this helped but thank you anyway.
Kind regards.
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9 months ago
Dear Jabixo,
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,
Veronika Fritz
Casino.Guru
