Wonaco Casino - Las ganancias del jugador no han sido acreditadas.

Neither the Cashdrop 50€ nor the free spins winnings 67.32 were credited to my account

Mir wurden weder der Cashdrop 50€ noch die Freispiele Gewinne 67,32 meinem Konto gutgeschrieben

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wonaco Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify what circumstances make you eligible in both cases?
• Have you contacted casino support and asked for assistance?
• Is there any supporting evidence you might share regarding the situation?
• Could you please share with me your communication with the casino regarding the issue as well as the evidence to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I've contacted support regularly over the past week. Via live chat, email, public access, and the VIP email. Since I'm a VIP 3 at the casino, I'm entitled to the money because, as you can see from my first message, I won €67.32 in free spins and €50 as a cash drop while playing.

mich habe den Support regelmäßig über eine Wochen hinweg kontaktiert. Über den Live Chat als auch per email über die öffentliche Zugänge als auch über die VIP EMAIL da ich VIP 3 bin bei dem Casino ich habe Anspruch auf das Geld weil ich wie sie meiner ersten Nachricht entnehmen können diesen gewonnen habe 67,32 in den freispielen und 50€ während des Spielens als cashdrop

Thanks for your reply and the information submitted via email.

• Did the casino conclude an investigation of these incidents?

Please let me know about any news regarding the issue.

Dear Peter321,

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,
Tomas
Casino.Guru