Wonaco Casino - プレイヤーは引き出しの遅延とサポートの応答なしを経験します。

Hello,

I have been trying to withdraw my money from the sports betting (Casino Wonaco) for 5 weeks now.

First, the documents for verification were constantly rejected, then the account was suspended and I received an email saying the money would be paid out. I have now been waiting for the money for 3 weeks and trying to get it for 5 weeks.

Any inquiries to Compliants@wonaco are not answered at all. This email address is listed in the terms and conditions for disputes. Regular emails from support are either not answered at all or always met with the same request for patience.

I have never had such difficulties with any other betting agency.

Hallo,

ich versuche seit 5 Wochen mein Geld aus dem Sportwetten(Casino Wonaco zu bekommen.

Erst wurden ständig die Unterlagen zur VErifizierung nicht angenommen, dann das Konto gesperrt und eine Email, dass das Geld ausgezahlt wird. Seit 3 Wochen warte ich nun auf das Geld und seit 5 Wochen versuche ich es zu bekommen.

Jegliche Anfragen an Compliants@wonaco werden gar nicht beantwortet. Die Email steht in den AGBs für Streitfälle. Normale Emails vom Support werden entweder gar nicht beantwortet oder immer mit der gleichen Aussage auf Geduld.

Ich habe bei keinem Wettbüro jemals solche Schwierigkeiten gehabt.

Dear Sportwetten1984,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Has the casino given any reason for suspending your account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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.

Best regards,

Dominika

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.