Wonaco Casino - プレイヤーの撤退が遅れています。

Requested withdrawal of 250 euros on November 30th and, according to them, credited 3 days later via Bitcoin Cash on Hype.

As of today, December 15th, no one knows what happened to the money.

They say they paid but I have never received any money or news.

Richiesto prelievo di 250 euro in data 30 novembre e, a sentire loro, accreditato 3 giorni dopo tramite bitcoin cash su hype.

Ad oggi 15 dicembre, i soldi non si sa che fine abbiano fatto.

Loro dicono che hanno pagato ma io non ho nai ricevuto ne soldi ne notizie.

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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.

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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.

• Have you successfully withdrawn winnings from this online casino previously?
• Which payment option have you chosen when requesting the payout? Have you used it successfully for deposits and payouts in the casino in the past?
• Were you provided the payment details of the payout transaction from the casino support?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? 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

Greetings

I requested a Bitcoin Cash credit on Hype

I used bonuses within the terms of the rules and no... it's the first time I've requested a withdrawal from my account... I've won other times but I used the earnings for fun.

They didn't give me any kind of news

Salve

Ho richiesto accredito tramite bitcoin cash su hype

Ho usato bonus nei termini del regolamento e no...è la prima volta che richiedo un prelievo su conto...ho vinto altre volte ma il guadagno l'ho sfruttato per gioco.

Non mi hanno dato nessun tipo di notizia

Thanks for the explanation and the information provided.

When checking the details of the transaction, in the payout history of your player's account, is the payment information recorded? Would you be able to share the information as a screenshot?

When submitting a payout request, could you please take a screenshot of what information is being requested from you to fill out?

Please share your attempts to contact casino support regarding the issue and any response you might have received.

Send the information to my email at tomas@casino.guru

I apologize for the inconvenience.

Greetings

Withdrawal request when paying in bitcoin cash, only the bitcoin wallet address is required... the payment confirmation was sent to you via email and there is no other

Salve

Richiesta prelievo pagando in bitcoin cash viene richiesto solo indirizzo portafolio bitcoin ...la registrazione di avvenuto pagamento vi è stata mandata tramite mail e non c'è n'è altre

Greetings

Withdrawal request when paying in bitcoin cash, only the bitcoin wallet address is required... the payment confirmation was sent to you via email and there is no other

Salve

Richiesta prelievo pagando in bitcoin cash viene richiesto solo indirizzo portafolio bitcoin ...la registrazione di avvenuto pagamento vi è stata mandata tramite mail e non c'è n'è altre

Code never arrived.

Address where bitcoin payment was requested is

Codice mai arrivato.

Indirizzo dove è stato richiesto pagamento in bitcoin è

Dear Arcana79,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Arcana79,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Wonaco Casino to join this conversation and assist in addressing the complaint.

Dear Wonaco Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Thank you

Grazie

Dear all,

Thank you for contacting us .

We kindly inform you that we are currently reviewing your case and the appropriate department has been notified and is actively addressing the matter regarding your request.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Wonaco team.

Dear Arcana79,

Thank you for contacting us .

We kindly inform you that the relevant department has informed us that the withdrawal of 250 EUR was successful. They have advised us to provide the transaction hash so you can track the payment.

We kindly advise you to check your email, as we have provided the transaction hash there.

Kind Regards,

Wonaco team.

So it's Hype that for what reason Vissani kept the money.

Now I'm using revolut and everything is always fine.

700 euros were also paid this morning.

Thank you

Allora è Hype che per vissani quale motivo si è tenuto i soldi.

Ora sto usando revolut e va sempre tutto bene.

Anche stamani versati 700 euro.

Grazie

Dear Arcana79,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan

Casino.Guru