Wonaco Casino - 決済が遅延しているとのクレームがあります。

At this casino, I made other withdrawals on the 13th, 14th and 15th of October, for the amount of €500 each, and I still haven't received any of the three.

en este casino, he hecho otra retiros el día 13, el día 14 y el día 15 de octubre, los cuales por el importe de 500 € cada uno y todavía no me ha llegado ninguno de los tres.

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Dear bleskennedy,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

And how can you help me? And well, I also wanted to ask you to edit the figure I put, it's €1,500, not €1,300, since there are 3 withdrawals of €500.

Y de qué manera me pueden ayudar ?Y bueno quería también pedir que editen la cifra que puse son 1500€ no 1300€ ya que son 3 retiros de 500€

I'm still waiting, this isn't the first withdrawal I've made. Other times they've withdrawn in 4-5 days, but this time I don't know what's happening. I write to them every 2-3 days by email and they always tell me the same thing: that there's an unexpected delay and that there are many requests.

Aún sigo en espera no es el primer retiro que hago,otras veces me han retirado en 4-5 días pero esta vez nose que está pasando.Yo les voy escribiendo cada 2-3 días por correo y siempre me dicen lo mismo que hay un retraso inesperado y que hay muchas solicitudes

Dear bleskennedy,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, there's no news. They keep telling me the same thing: there's a high volume of requests.

Hola buenas no hay ninguna novedad me siguen diciendo lo mismo que hay un volumen elevado de solicitudes.

Dear bleskennedy, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

Hello, I received two withdrawals of €500 today, one withdrawal of €500 is missing.

Hola buenas me han llegado hoy mismo dos retiros de 500€ falta un retiro de 500€

Answering your questions.

I am fully verified and all my earnings come from my own money, not any bonuses.

Contestando a tus preguntas.

Estoy todo verificado y todas mis ganancias provienen de mi dinero no de ningun bono.

They already paid me everything. They usually take 15 days, and in these last 3 days, everything arrived—what a coincidence! I think they do it so you try to gamble your money when you see it's not arriving, and I think that's wrong because if you win—which you rarely do—having the money quickly should be the same as depositing.

Ya me pagaron todo primero tardan 15 días y en estos 3 me llega todo que casualidad.Yo creo que lo hacen para que intentes jugar tu dinero al ver que no llega y eso me parece que está mal ya que si ganas que pocas veces ganas el poder tenerlo rápido debería ser igual que depositar

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear bleskennedy,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila