Complaint #4 Wonaco Casino

Ignored request for my withdrawal

By Jakub B.

9 months ago

Message on forum

Hello,

I need help with a problem at the Wonaco casino, which should have a license from you.

The problem is with withdrawing money. In the terms and conditions, they have 3 days from submitting a request, but now it takes 10 days, and every day they just write to me to wait, that they have a lot of requests 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 in 10 days, and they still answer the same way over and over.

Can I ask you for help to get my money paid out?

I am most upset 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 claim my money.

Thank you for your answer, and have a nice day.

Disputed Casino Wonaco Casino

Reason Other

Discussion

AskGamblers

• Support Team

9 months ago

Dear @balkanek88,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Wonaco Casino

• Representative

9 months ago

Dear All,

We would like to inform you that there are currently no pending withdrawal requests.

The most recent request was cancelled by the customer on August 30th and the funds were subsequently used for gameplay.

Thank you for your understanding.

Kind Regards,
Wonaco Casino team

AskGamblers

• Support Team

9 months ago

Dear @balkanek88,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Wonaco Casino Complaint Stats

Resolved 2 / 2

Avg. Amount $1,465

Avg. Complaint Duration 3 days

Avg. Response Time 1 day

Wonaco Casino Complaints

See all complaints for this casino

Account login declined and payment declined

Hello
I have to make this complaint here becouse this issue is not going anywhere and i have tried to solve this over 4 months already with Wonaco casino. My account was suddenly refused to log in becouse it was put on freeze. I have still not get any info why this happen. Two times via email they have asked for my bank account information for manual withdrawl but nothing has not been happening. I hope we can solve this issue in here. Balance in account about 1000e
Emails attatched

Resolved

€1,000

Payments delayed since March 13th

Hello everyone,

I'm trying to withdraw my money from this Casino, and it seems impossible to me.

I've had three pending withdrawals (500€ each, 1500 in total) since the 13th of March.

More than a week ago, I tried to ask them via chat, and they told me that my withdrawal would be completed in a very short time. Nothing happened. I tried another time last Wednesday, also vía chat, and I received the same answer, but again, nothing happened. I open this complaint with the hope you can help me with this issue.

I have attached the screenshot of my withdrawals.

Thank you in advance.

Resolved

€1,500