Wonaco Casino - El retiro del jugador se ha retrasado.

I requested a payout of my winnings on July 1, 2025, and haven't received it since! Repeated contact via chat and email hasn't helped.

Ich habe am 01.07.2025 eine Auszahlung meines Gewinnes beantragt und seit dem diesen noch nicht erhalten! Mehrmaliger Kontakt mit dem Chat und per Mail hat nichts geholfen

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Wonaco Casino. 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? 
• Have you accumulated your winnings with or without an active bonus? 

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. 

Best regards, 

Katarina

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.

Hello Katarina

• I have not made any withdrawals from this casino yet
• I was not asked to verify my account - according to support, my account is verified
• I played with bonus

LG

Hallo Katarina

• Ich hab in diesem Casino bis jetzt noch keine Abhebungen vorgenommen
• Nach einer Verifizierung des Kontos wurde ich nicht gefragt - laut Support ist mein Konto verifiziert
• Ich habe mit Bonus gespielt

LG

Hello

Unfortunately, I have not received a response yet and my winnings have not been paid out by the casino.

Hallo

Leider habe ich noch keine Antwort erhalten und mein Gewinn wurde Seitens des Casinos auch noch nicht ausbezahlt

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Angie1104,

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,
Katarina
Casino.Guru