Complaint #13 Wonaco Casino

Wonaco wont pay out winnings

By Johannes H.

1 week ago

Hey Ask Gamblers,

I really need your help; I have been waiting weeks for my withdrawals. Wonaco just won't pay. Customer service is repeating the same thing. ”Sorry for the delay”. I'm fearing the casino is going bankrupt. And I have over 7000€ stuck there. Can you please contact them? I haven't used any offers and no KYC is required. They just refuse to pay out. How could I ever keep playing? If you win you can't get your money out.

Disputed Casino Wonaco Casino

Reason Delayed payment

Amount €7000

Discussion

63 hours left for Wonaco Casino to respond.

johannesss

• Finland

1 day ago

Thank you for the response, will send the documents very soon once I get home!

AskGamblers

• Support Team

2 days ago

Dear @johannesss,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Wonaco Casino team 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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Wonaco Casino

• Representative

4 days ago

Dear all,

Thank you for the patience.

We would like to inform you that after checking with the relevant department they inform us that you need to provide the following documents :

1.WFD : ID + Selfie (Onfido) Please click this official link to complete the verification process: eu.onfido.app/f/9fd5589b-d369-4a1f-be17-bcfc214dcee4

Kindly let us know here as soon as you have finished the process.

Once you confirm, we will immediately send your case to the relevant department team for a review.

2.+ POA + POO Skrill + POO Crypto (+ proof of deps)

3.Selfie ID (AOS) Selfie with your ID showing the screen of our site behind.

Kind regards,
Wonaco

Wonaco Casino

• Representative

5 days ago

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.
Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,
Wonaco

Wonaco Casino Complaint Stats

Resolved 5 / 6

Avg. Amount $4,274

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Wonaco Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 5 out of 6 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Complaint Status

63h left

€7,000

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Wonaco Casino Complaints

See all complaints for this casino

Never ending payment issues

Dear AskGamblers,

I need your help one more time. Because payment issues never seem to end with Wonaco,

I would need help on recovering my balance from there. Approx 8500€. Every payment is being delayed. Always. Or maybe it's continuous stalling tactics. Anyway, it's impossible to even play at the casino because payment processing is so terrible.

If I happen to win more, I can't get my money out.

Can you please contact the casino so we can get this finally solved once and for all?

Customer service can't really help in this case.

Unresolved

€8,500

Wonaco casino stalling payments

Hey, Ask Gamblers. I would need your help again. Wonaco is stalling my withdrawals big time. I have waited almost 2 weeks for 3x500€ withdrawals. Due to their stalling, it's impossible to withdraw 7000€ in a month, what is the monthly withdrawal limit. I haven't used any bonuses and have played casino and sports. I've made successful withdrawals before but now stalling has started again. Customer support is pretty much useless.

Resolved

€1,500

Refusing to process my withdrawals

Dear Ask Gamblers. I have 13000€ stuck in this casino. I'm have been waiting 3 small 500€×withdrawals now for 2 weeks. Customer service can't help me and are just telling me to wait, without telling the reason of the delay. I haven't used any bonuses and KYC is not required. I'm just waiting my withdrawals and two weeks is too long. Seems that they have some sort of financial issues.

Resolved

€1,500

Holding my money and delaying the payment on purpose

Dear Ask Gamblers,

I'm asking your assistance. Wonaco casino is holding my winnings of 8500€ and refusing to pay out. I have been in contact with customer support many many times, they know nothing and can't help. I've been given zero explanations why they don't process my withdrawals. I have now waited over 10 days, no proper casino use these kind of tactics. I've played casino and sports, I haven't used any bonuses and they don't require KYC. Please help. Thanks.

Resolved

€8,500

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

Ignored request for my withdrawal

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.

Rejected

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