Wonaco Casino - Player's withdrawals are delayed.

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.

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.

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.

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 veronika.f@casino.guru. Alternatively, feel free to upload screenshots directly here if that’s more convenient for you.