Wonaco Casino - El retiro del jugador se retrasa debido a la verificación.

Hello, I have a problem with the Wonaco Casino.

I deposited 100 Euros of raw cash there and won. I now have 5000 Euros at this casino, of which 1000 Euros are in the withdrawal queue and the other 4000 are still in my player account.

I've been waiting for my withdrawals since February 6th, 2026, so for over three weeks. After waiting two weeks and dealing with customer support, the casino asked me to verify my identity, which I, of course, uploaded. However, my verification hasn't been processed at all since then; it's still pending, even though it says it can take up to 24 hours. I've now been waiting for over a week.

I am asking for your help and hope you can resolve my issue.

If you need any proof, please let me know.

Hallo ich habe ein Problem mit dem Wonaco Casino.

Ich habe dort 100 Euro Raw Cash eingezahlt und gewonnen ich habe auf diesem Casino nun 5000 Euro davon sind 1000 Euro in der Warteschlange für Auszahlungen und die anderen 4000 noch auf meinem Spielerkonto.

Ich warte seit dem 06.02.2026 auf meine Auszahlungen also seit über 3 Wochen. Nach 2 Wochen warten und dem hin und her mit dem Support wollte das Casino das ich mich Verifiziere dies habe ich natürlich auch alles hochgeladen. Meine Verifizierung ist seit dem aber nicht 1 Stück bearbeitet würden es steht immer noch aus obwohl dort steht es kann bis zu 24 Stunden dauern ich warte nun aber seit über 1 Woche darauf.

Ich bitte sie um Hilfe und hoffe sie können mein anliegen Regeln.

Falls sie irgendwas brauchen als Beweise lassen sie es mich wissen.

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 Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

Hello Attila 🙂

I submitted all the requested documents correctly, of course. I've had to verify my identity at other casinos before, so I know how it works.

I uploaded my ID card, my credit card statement for the last 3 months showing all debits and receipts, a selfie with my face and the casino website in the background, and a photo of my credit card.

I submitted this last Monday.

Hallo Attila 🙂

Ich habe alle angeforderten Dokumente ordentlich eingereicht natürlich. Ich habe mich ja schon öfters Verifizieren müssen bei anderen Casinos daher weiß ich natürlich wie es Funktioniert.

Ich habe dort hochgeladen meinen Personalausweis, die letzten 3 Monate meiner Kreditkarte was alles abgezogen und eingegangen ist und Selfie mit meinem Gesicht und der Casino Website im Hintergrund und ein Foto von meiner Kreditkarte.

Dies habe ich letzte Woche Montag eingereicht.

Dear Player,

Thank you for your response. Could you please forward the documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

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

Dear RinoLiveStream,

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,

Attila