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

Hello, I read Wonaco's terms and conditions. I'll describe the whole process from beginning to end. I deposited €200 and after wagering it at odds of 1.5, I received another €200 bonus. I had to wager the deposit a total of five times, meaning I had to wager €2,000. After doing that, it was converted to real money balance, and I could withdraw it. I then continued betting with the real money balance and reached €5,000. I made my second withdrawal the next day, April 13th, 2025, and another one the third day. Absolutely nothing has happened so far. The agents in the live chat are also very strange. They keep telling me it will be processed faster, even though I still haven't received a single cent. Therefore, I simply want to receive the first three withdrawals first, and then the subsequent ones, because this is incredibly frustrating.

Hallo ich hab die allgemeinen Geschäftsbedingungen von. Wonaco gelesen. Ich beschreibe es jetzt von Anfang bis Ende. Ich habe 200 Euro eingezahlt und nachdem ich diese zu einer quote von 1,5 umgesetzt habe, habe ich noch ein 200 Euro Bonus bekommen. Ich musste das mit der einzahlung insgesamt 5 mal umsetzen also ich musste 2000 euro umsetzen. Nachdem ich das gemacht habe wurde es zu echtem guthaben umgewandelt und ich konnte es abheben. Dann habe ich mit dem Echten Guthaben weiter gewettet und war dann auf 5000 Euro. Dann habe ich am nächsten Tag die zweite Abhebung gemacht also am 13.04.25 und am dritten tag die weitere Abhebung. Es hat sich bis jetzt nichts absolut gar nichts getan. Die Agenten im Live Chat sind auch sehr komisch. Sie sagen mir das wird schneller bearbeitet obwohl ich immer noch keinen einzigen Cent bekommen habe. Deswegen möchte ich einfach nur erstmal die ersten drei Abhbungen bekommen und dann die weiteren Abhebungen, weil das ist wirklich sehr sehr nervend.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Momo7777,

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,
Complaints Resolution Center

Dear Momo7777,

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.

Nothing has arrived, not a single cent!!

Jo nichts ist angekommen kein einziger Cent!!

Can you please reply? And have a frank discussion with the casino?

Können Sie bitte antworten???? Und mit dem Casino mal Klartext reden

Dear Momo7777, thank you for your response. Please allow me to ask you a few questions, so 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, 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.

Karla

Question 1: I have not made any successful withdrawals.

2. Since I don't have to upload any documents, like an ID or credit card, they do the verification themselves. However, I did send my [information] by email.

3. I played it with a first deposit bonus of up to €200. However, I wagered €2000 and converted it into real money.

4. I placed sports bets.

5. I have screenshots here.

Frage 1: Ich habe keine erfolgreichen Auszahlungen durchgeführt

2. Da ich nichts hochladen muss von Dokumenten also Ausweis oder kreditkarte machen die das Überprüfen selber. Ich habe aber per mail mein

3. Ich habe es mit Ersteinzahlungsbonus von bis zu 200 Euro gespielt. Ich habe aber 2000 Euro umgesetzt und es in Echtgeld umgewandelt.

4. Ich habe Sprotwetten gemacht.

5. Ich habe hier Screenshots

So, three weeks have passed and there's still nothing in my account. They're definitely dragging it out on purpose. I'm absolutely furious. They keep saying it's in the final processing stage and they lie through their teeth. Being treated like this as a customer is just awful. I really don't understand it. They don't even have any empathy for having to wait so long for your money. They're people who are completely conning you. They have no shame. They claim it takes three to five business days. It's been way longer than that. How can anyone sleep soundly knowing they're lying about the money arriving soon when it's not?

Also nun sind 3 Wochen vergangen und es ist immer noch nichts auf meinem Konto. Die machen das 100 prozentig extra so lange hinauszögern. Ich bekomme echt einen Wutanfall. Die sagen jedes Mal dass es in der letzten Stufe der Bearbeitung ist und lügen ohne Ende. Dass man als Kunde so behandelt wird ist echt das Allerletzte. Ich verstehe es wirklich nicht. Die haben nicht mal Empathie, dass man so lange auf sein Geld warten muss. Dort sitzen Leute die einen von vorne bis hinten verarschen. Dass die sich nicht mal schämen. Es dauert ja angeblich 3 bis 5 Werktage. Es ist weit darüber. Wie kann man eigentlich ruhig schlafen mit dem Gedanken, dass man einen belügt dass das Geld in Kürze kommt obwohl das nicht der Fall ist.

Dear Momo7777,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya,( munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Momo7777,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Wonaco Casino to join this conversation and assist in addressing the complaint.

Dear Wonaco Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear All,

Thank you for reaching out to us.

We are pleased to inform you that three withdrawal requests were successfully completed on 4 May 2026.

In addition, your new withdrawal request has been forwarded to the relevant department, which will process the payment at the earliest opportunity.

We will keep you updated on the status of the transaction and will try to expedite the process as soon as possible.

Thank you for your patience and understanding.

Kind Regards,

Wonaco Casino Team

Wonaco Casino

Thank you for your response and proactive approach.

I would appreciate it if the player could confirm the receipt of funds.

Yes, it arrived. However, the payment is now delayed by more than a week again. They can never stick to the 3 to 5 day timeframe.

Ja ist angekommen. Allerdings ist jetzt wieder mehr als eine Woche Verspätung der Auszahlung. Die können sich nie an die 3 bis 5 Tage halten.

Wonaco Casino

Could you please provide an update regarding the player's outstanding withdrawal request?

Two weeks have passed again and the payments still haven't been processed. This is completely intentional.

Jetzt sind zwei Wochen vorbei wieder und die Auszahlungen sind immer noch nicht bearbeitet. Das ist pure Absicht

Momo7777

I sincerely empathize with your situation and would like to assure you that I am fully committed to doing everything possible to resolve your issue.

I would like to remind the casino that prompt payments to players reflect well on your brand and contribute to a better rating, as you will have fewer complaints.

Dear All,

Our internal department has initiated an investigation into the player's account.

We have contacted the player to request additional documentation required to process the remaining withdrawals.

Momo7777, please We advise you to visit the verification section of our website to upload the necessary files.

Thank you for your patience and understanding.

Best Regards,

Wonaco Casino Team

Momo7777

Kindly take note of the casino's communication and act as advised. Please do update me once you are done with the process.

Hello, verification has been completed since yesterday.

Hallo Verifizeriung ist abgeschlossen seit gestern

Wonaco Casino

Now that the player has completed the additional verification as requested, could you please provide an update on the status of the player's withdrawal requests? Thank you for your assistance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

We apologize for the delayed answer.

We can confirm that we have received the requested documents from the player. The account is currently being reviewed by our verification department, and we have escalated the matter to the Verification department to expedite the process.

Thank you for your continued patience.

Best Regards,

Wonaco Casino team

Wonaco Casino

A timely update from you will be greatly appreciated.

Dear All,

We are pleased to inform you that the documents previously submitted by the player have been successfully verified. However, we are currently awaiting one additional document: proof of ownership for bank account DE62*******6602.

The player can upload this document via the dedicated verification section of our website. Please note that this request has been pending on our platform since 08/06/2026.

We appreciate your patience and cooperation.

Best Regards,

Wonaco Casino Team

Momo7777

Could you kindly complete the pending verification and advise once done?

Dear Momo7777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Munya
Casino.Guru