Wonaco Casino - El jugador afirma que el pago se ha retrasado.

Hello, I opened the account on Wonaco last week and on 17/07 I made a win of € 2088.00. I tried to withdraw everything but every time it told me withdrawal exceeded, after several attempts I managed to make three requests (the maximum that can be made) for a total of € 500, and to date I am still waiting for these, then the other 1558.0 remain. I tried to contact them several times by writing in live chat or via e-mail and they always tell me that it takes three working days from Monday to Friday included and that weekends are not taken into consideration, since something like this has never happened to me in any casino I am starting to worry and then I read the negative reviews.

I'm here asking you for help

Salve, ho aperto l scorsa settimana l’account su Wonaco e il giorno 17/07 ho fatto una vincita di 2088,00€ ho provato a prelevare tutto ma ogni volta mi diceva superamento prelievo , dopo vari tentativi sono riuscita a fare tre richieste ( il max che si può) del totale di €500, e ad oggi sono ancora in attesa di questi , poi rimangono gli altri 1558,0 ho provato a contattarli più volte scrivendo in live chat o via e-mail e mi dicono sempre che ci vogliono tre giorni lavorativi dal lunedì al venerdì compreso e che nel weekend non viene preso in considerazione, siccome una cosa de genere non mi è mai successa in nessun casinò mi sto iniziando a preoccupare e poi ho letto le recensioni negative .

sono qui a chiedervi aiuto

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.

I checked if my account was under verification but it says no, the thing that makes me think is, I used a Visa and when I wanted to withdraw it didn't give me this option but only with a Mastercard where I tried to request the withdrawal and which are currently under verification

To answer this question, I tried just today to cancel a €100 withdrawal and see if it gave me the option to withdraw with Visa and so it was, we'll see if it's processed in the next few days or not, I'll let you know

. Thank you for your help in

Ho controllato se il mio conto era in fase di verifica ma c’è scritto di no, la cosa che mi fa pensare è, io ho cerato con una visa e al momento del prelievo non mi dava questa opzione ma solo con carta Mastercard dove ho provato a richiedere il prelievo e che al momento sono in verifica

a questo dubbio ho provato proprio oggi ad annullare un prelievo da 100 € e vedere se mi dava la possibilità di prelevare con visa e così è stato , vediamo se nei prossimi giorni viene elaborato oppure no , vi faccio sapere

. Grazie per il vostro aiuto in

Do we have to wait another 4 days before filing a claim? They won't pay after 14 days.

Dobbiamo aspettare ancora 4 giorni prima di aprire il reclamo? Tanto non pagheranno al termine dei 14 giorni

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.

Hello, No it has not been resolved, I am still waiting, I have asked several times and always with the same response "to be patient and that the department was working to credit the sums

always and always the same answer with no result and my €2088 is still stuck there

Salve , No non è stato risolto , sono ancora in attesa , ho sollecitato più volte e sempre con la stessa risposta " di avere pazienza e che il dipartimento stava lavorando per l’accredito delle somme

sempre e sempre la stessa risposta senza nessun risultato e i miei 2088 € sono ancora fermi lì

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?

Have you contacted the casino to check if any verification is still required?

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.

Hi Dominika, I just registered and these were my first three withdrawals because I couldn't withdraw more than 500 euros per request.

No, I didn't ask support directly but I looked on the profile and it says there's no need for verification.

The winnings are without bonuses but with my real money

I'll send you the live chat conversation here and then I'll forward it to you via email

Ciao Dominika, mi ero appena registrata e sono stati i miei primi tre prelievi perché non potevo prelevare più di 500 euro per richiesta

no , non ho chiesto direttamente all’assistenza ma ho guardato sul profilo e lì c’è scritto che non c’è bisogno di verifiche

le vincite sono senza bonus ma con il mio denaro reale

ti mando qui la conversazione con la live chat e poi ti giro via email

And there are many other conversations but always with the same answers

E ci sono molte altre conversazioni ma sempre con le stesse risposte

The total amount to be withdrawn is 2523.10

L’importo totale da prelevare è di 2523,10

The email address you gave me says it's invalid

L’indirizzo e-mail che mi ha dato mi dice che non è valido

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

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,

Dominika