Wonaco Casino - El jugador cree que el reintegro se ha retrasado.

Hello, I need help with a problem at Wonaco Casino. The problem is with withdrawing money. In the terms and conditions they have 3 days from submitting the application, but now it takes 12 days and every day they just write to me to wait, that they have a lot of applications and that the money is on its way and still nothing! Another problem is that they answer that they do not have contact with the financial department, so they do not know when the withdrawal will be completed, but that it will be soon. However, no one has responded to my request for 10 days and they still answer the same. Can I ask you for help with withdrawing money? What annoys me the most is that the money I deposit with them is credited immediately, but they do not want to pay me my winnings. I do not know how to withdraw my money. Thank you for your answer and have a nice day.

Dobrý den, potřebuji pomoc s problémem v kasinu Wonaco.Problém je s výběrem peněz. V obchodních podmínkách mají 3 dny od podání žádosti, ale teď to trvá 12 dní a každý den mi jen píší, ať počkám, že mají spoustu žádostí a že peníze jsou na cestě a stále nic! Další problém je, že odpovídají, že nemají kontakt na finanční oddělení, takže nevědí, kdy bude výběr dokončen, ale že to bude brzy. Nicméně na mou žádost nikdo nereagoval 10 dní a stále odpovídají stejně. Mohu vás požádat o pomoc s vyplacením peněz? Nejvíc mě štve, že peníze, které u nich vkládám, jsou okamžitě připsány, ale nechtějí mi vyplatit výhru. Nevím, jak si své peníze vyzvednout. Děkuji za odpověď a přeji hezký den.

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

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

If anything seems suspicious, contact us directly.

Stay safe.

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.

Dear player,

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,
Dominika
Casino.Guru