The player from Spain had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player expressed frustration over a delay of over 21 days for his withdrawals and raised concerns about the casino's legitimacy. After thorough communication and assistance from our team, the issue was ultimately resolved, leading to the player marking the complaint as resolved.
Wonaco Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,500
Wonaco Casino
Safety Index:Below averageCase summary
Discussion
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4 months ago
Translation
My withdrawals aren't being processed. Once they see that I don't want to play anymore and that I want to withdraw my money, the withdrawals suddenly take forever, and they always give me the same excuses, both via email and live chat. They're probably automated messages. I've been reading other complaints about this casino, and they describe exactly what's happening to me. This casino is a scam, and action must be taken. There are already many similar cases. Action must be taken.
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4 months ago
Dear player,
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 the 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.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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4 months ago
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It worries me to see that there are other cases exactly like mine. It's more than clear that this casino is a scam, and that's what worries me the most.
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4 months ago
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Good morning, I still haven't received any withdrawals, and I've been waiting for 10 days now. It's very frustrating to contact Wonaco Casino. Their customer service is completely ineffective. They always send the same automated messages and never resolve anything. They always excuse themselves by saying they have a high volume of withdrawal requests. I've read in other complaints that other users have exactly the same problem as me with this casino. You can't win at Wonaco Casino. When you make a profit and they realize you don't want to play anymore and want to withdraw all your money, the withdrawals start to take forever. Both via live chat and email, they always tell you the same thing. I highly doubt that these messages are actually people. Please report this casino scam so that no one else falls for it. I've also asked if they need to verify my account, and they've told me everything is fine. I've previously received withdrawals using the same method. They don't pay me because they don't want to. That's the reality. I would greatly appreciate your help in resolving my case, and I hope no one else goes through this type of situation. This is the worst casino I've ever played at, a complete scam. You only lose money, they don't let you win. Thank you.
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4 months ago
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Good afternoon, everything remains the same. It's been 14 days since I requested my last withdrawal, and I still haven't received my money. Every day it's the same excuses and the same automated messages from customer service. Without first requesting it, I emailed them all kinds of documents to verify my account, just in case. They replied telling me it wasn't necessary, that my account was fine, and yet I still haven't received my money. I would really appreciate your help, please. Thank you.
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4 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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4 months ago
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Hello Dominika, my situation remains exactly the same. It's been 15 days since I requested my last withdrawal, and I still haven't received my money. Every day, I send emails to Wonaco Casino customer service demanding my money, and they always reply the same: they have a high volume of withdrawals and they don't want to pay me. I've sent them all kinds of documents to verify my account, and they've told me they aren't necessary and that everything is fine. I'm desperate; they don't want to pay me my money. I have three withdrawal requests of €500 each. The first is from July 22nd, the second from July 23rd, and the third from July 24th. I have a total balance of €3,700 and I want to withdraw it. Please help me. Thank you.
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4 months ago
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Hi Dominika, I've sent you an email with more information and images about my case. Thank you and best regards.
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4 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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.
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4 months ago
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Hello Dominika,
I was able to successfully withdraw €1,000 in two withdrawals of €500 each. After these two withdrawals, I haven't been able to withdraw anything else, and I've been waiting for over 15 days for my withdrawals to be processed. I still have €3,700 left to withdraw.
All my earnings are real money, I have not activated a bonus at any time.
I'm sharing my conversations with customer service via email, as well as images of my requested withdrawals and my actual balance. Thank you.
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4 months ago
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Any updates on my case? I still haven't received my money, and I've been waiting 17 days for my withdrawals... I keep receiving the same excuses and lies as always. It's clear that Wonaco Casino doesn't want to pay out. This casino is a scam; it doesn't pay out winnings. We must do everything we can to stop this casino from operating and prevent more people from falling victim to their scams!
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3 months ago
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It's been 21 days since my last withdrawal request, and I still haven't received my money. It's abundantly clear that Wonaco Casino is a scam. The victims of these scammers are completely unprotected and have virtually no tools to report and claim the money they owe us. We must try to shut down this fraudulent casino and prevent them from scamming anyone else again.
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3 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) 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.
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3 months ago
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Good morning, yesterday I received three withdrawals of €500 each. I was then surprised to find that to continue withdrawing, they asked me to wager my entire deposit again, even though my last deposit was on July 20, 2025, and I'd wagered all my deposits and more. It's all problems and inconveniences trying to withdraw my money. I wagered again and was lucky enough to win. I was able to request two withdrawals of €500 each, and I have a total balance of €3,500 to withdraw. Let's see how long it takes to receive my money, if I ever receive it...
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3 months ago
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I ended up losing my entire balance. This is the Wonaco Casino strategy: when you make a profit and don't want to play anymore, withdrawals start to feel like they're taking forever. After practically a month of waiting for withdrawals, they process them and you cash out, but they force you to play the amount you deposited months ago, so you lose all your money. And if you win, they delay the withdrawals again until you get tired or lose all your money. At least I have the consolation of having been able to withdraw 2,500 euros, but I had won much more. It's a real shame to have won money in this casino scam and not been able to withdraw it all. If anyone is reading this, never play at Wonaco Casino. Whether you win or lose money, you'll have a very bad experience.
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear LRJ72,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Romi
