Wonaco Casino - Los retiros de los jugadores se retrasan.

Hello together,

On March 26, 2025, I won over €15,000 playing Super Stake Blackjack. In the following days, I attempted to withdraw my winnings gradually (a maximum of three simultaneous withdrawals of €500 each) in accordance with the casino's terms and conditions.

The first withdrawal of €500 was successfully processed the following Friday. I subsequently requested further withdrawals, but to date, nothing has happened with the three outstanding withdrawals. I still have €15,000 in credit and €1,500 pending withdrawals...

I contacted customer service daily, both by email and via live chat. I was always told that "there are currently delays" and that the Finance Department was looking into it – unfortunately, without any concrete results.

After two weeks of no progress, I changed my withdrawal method from Mastercard to bank transfer (I requested €500 each on April 10, 11, and 12). Nothing has happened here to date, either.

I keep getting identical, pre-written answers, but no definitive statement or solution. I'm interested in a factual and quick resolution so that I can receive the full amount of my winnings.

Thank you in advance for your support

llo zusammen,

ich habe am 26.03.2025 im Spiel Super Stake Blackjack einen Betrag von über 15.000 € gewonnen. In den darauffolgenden Tagen habe ich – gemäß den AGB des Casinos – versucht, die Gewinne schrittweise auszuzahlen (maximal drei Auszahlungen gleichzeitig zu je 500 €).

Die erste Auszahlung in Höhe von 500 € wurde am darauffolgenden Freitag erfolgreich abgewickelt. Danach habe ich weitere Auszahlungen beantragt, doch bis heute hat sich bei den drei offenen Auszahlungen nichts bewegt. Nach wie vor sind 15000€ Guthaben und 1500€ in der Auszahlung offen….

Ich habe täglich den Kundendienst kontaktiert, sowohl per E-Mail als auch über den Live-Chat. Mir wurde stets mitgeteilt, dass es „aktuell zu Verzögerungen kommt" und dass das Finance Department sich darum kümmere – leider ohne konkrete Ergebnisse.

Nach zwei Wochen ohne Fortschritt habe ich die Auszahlungsmethode von Mastercard auf Banküberweisung geändert (am 10.04., 11.04. und 12.04. jeweils 500 € beantragt). Auch hier ist bis heute nichts passiert.

Ich erhalte immer wieder identische, vorgefertigte Antworten, aber keine verbindliche Aussage oder Lösung. Ich bin an einer sachlichen und schnellen Klärung interessiert, damit mir der Gewinn in voller Höhe ausgezahlt wird.

Vielen Dank im Voraus für Ihre Unterstützung

Dear joshuastr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide answers to the following questions:

• What responses have you received from the Finance Department regarding the status of your withdrawals?
• Could you please specify if you passed the full KYC verification?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hallo Veronika,

ich habe durchweg nur gehört: es wird überprüft, aktuell gibt es viele Verzögerungen etc. - Ich habe jegliche Antworten gesichert und kann diese zur Verfügung stellen:

"Thank you for your patience. The relevant department has confirmed that your payout is currently in the processing queue of our finance department.

Typically, we process payout requests within approximately 3 to a maximum of 5 business days, starting from the day after the request or the day of the last processed payout.

This means that if, for example, you requested your payout on Tuesday, processing will begin on Wednesday. Please note that weekends and holidays are not included in this timeframe. If a payout is requested over the weekend, processing will always begin on Monday.

Upon reviewing your account, I see that your payout is indeed in the final steps and should have already been

processed. However, there seems to have been a delay."

Bezüglich der KYC-Thematik: ich wurde nie aufgefordert diesen Check durchzuführen - eine Auszahlung hat ja bereits problemlos funktioniert. Ich habe am 10.04. dennoch an die zuständige E-Mail Adresse alle Dokumente weitergeleitet um doppelt abgesichert zu sein.

Nach wie vor hat sich nichts getan - leider!

mehrfach höre ich die gleiche Antwort???

Hi everyone,

In the meantime nothing has happened again - here are the last 2 statements from WONACO:

1:

"Thank you for contacting our Customer Support team.

We hope you find this email well.

We completely understand how important it is for you to receive your funds as quickly as possible, and we deeply regret that this process has taken longer than expected.

Please note that we have sent a heads up to the relevant team to have your withdrawal request prioritized and be processed shortly.

If you have additional questions, please feel free to contact us via email [email protected] or via Live Chat.

Yours sincerely,

Customer Service."

2:

"Thank you for contacting our customer service.

I apologize for the inconvenience caused by the long delay in disbursement. We understand the impact this has had on you and would like to assure you that, after consulting with you, the Finance Department has informed me that they are actively working to disburse the funds as soon as possible. Your feedback is invaluable, and we thank you for your patience.

I can reassure you: I have informed you again and are working to resolve the matter as quickly as possible.

If you have any further questions, please contact us via email at [email protected] or live chat.

Best regards

Customer Service"

nothing happens - it's crazy!

Hi zusammen,

In Zwischenzeit ist wieder nichts passiert - anbei die letzen 2 statements von WONACO:

1:

„Thank you for contacting our Customer Support team. 

We hope this email finds you well.

We completely understand how important it is for you to receive your funds as quickly as possible, and we deeply regret that this process has taken longer than expected. 

Please note that we have sent a heads up to the relevant team to have your withdrawal request prioritized and be processed shortly.

If you have additional questions, please feel free to contact us via email [email protected] or via Live Chat.

Yours sincerely,

Customer Service."

2:

„Vielen Dank, dass Sie sich an unseren Kundenservice gewandt haben.

Ich entschuldige mich für die Unannehmlichkeiten, die durch die lange Verzögerung der Auszahlung entstanden sind. Wir verstehen die Auswirkungen, die dies auf Sie hatte, und möchten Ihnen versichern, dass die Finanzabteilung mir nach Rücksprache mitgeteilt hat, dass sie aktiv daran arbeitet, die Gelder so schnell wie möglich auszuzahlen. Ihr Feedback ist von unschätzbarem Wert, und wir danken Ihnen für Ihre Geduld.

Ich kann Sie beruhigen: Sie wurden erneut von mir informiert und arbeiten daran, die Angelegenheit so schnell wie möglich zu bearbeiten.

Bei weiteren Fragen erreichen Sie uns gerne per E-Mail unter [email protected] oder im Live-Chat.

Mit freundlichen Grüßen

Kundenservice"

es passiert einfach nichts - der Wahnsinn!

Thank you very much, joshuastr, for providing all the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear joshuastr,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Wonaco Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello everyone, unfortunately no news or information about the credit / payout process so far...

If you have any questions, please feel free to contact me.

LG

hallo zusammen, leider bis jetzt keine News oder Infos zu dem Guthaben / Auszahlungsprozess…..

bei Rückfragen durchweg und gerne bei mir melden.

LG

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.

That's exactly what my experience with the casino reflects—it would have been surprising if anything had worked out within the given timeframe. Hopefully, someone will get in touch, it's really amazing!

genau das spiegelt mein Erlebnis mit dem Casino wieder - es wäre verwunderlich gewesen wenn etwas im vorgegebenen Zeitraum klappt…. Hoffentlich meldet sich jemand, echt Wahnsinn!

@wonaco - why are there no reactions?

there is obvious fraud!

Please clarify - absolute impudence

@wonaco - warum gibt es keinerlei Reaktionen?

es liegt ein offensichtlicher Betrug vor!

Bitte um Klarstellung - absolute Frechheit

Dear joshuastr,

We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear Customer,

Thank you for reaching out.

We would like to inform you that your pending withdrawal requests were forwarded to be checked with priority. You will be sent an email as soon as there is an update.

Please accept our sincerely apology for the delay caused.

Best regards,

Wonaco.com

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,

Thank you for your patience.

We would like to inform you that there are no more pending withdrawals on the customer's account.

Best regards,

Wonaco.com

Dear joshuastr, can you please confirm it? Thank you

Dear joshuastr,

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,
Martina
Casino.Guru