WONDER CASINO - プレイヤーの出金リクエストが遅れています。

The withdrawal request I made on November 29th is still showing as "processing," and I have not received any email response from support despite reaching out to them.

11月29日に申請した出金がいまだに処理中のステータスであり、サポートに連絡してもメールの返信がない状態が続いています。

Dear makonagix.oc,

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?

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,

Kristina

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.

Thanks in advance, I'll answer your questions, and if you need more information, please get back to me.

• Previously all withdrawals were successful.
• Yes, KYC has already been processed.
• No bonuses are used.

よろしくお願いします。 質問に回答します。 より詳細な情報が必要であれば、またご連絡ください。

• 以前までは全ての出金に成功していました。
• はい、KYCはすでに受理されています。
• ボーナスは利用していません。

Thank you for your reply, makonagix.oc. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

The withdrawal was made immediately via VEGA Wallet on 2024-11-29 01:21:14.

The withdrawal in question was requested in cryptocurrency on 2024-11-29 19:54:53, but the status is still "processing."

2024-11-29 01:21:14 に VEGA Wallet にて、直ちに出金できております。

問題の出金は 2024-11-29 19:54:53 に仮想通貨にて申請していますが、いまだに「処理中」のステータスになっています。

Thank you for your reply, makonagix.oc. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, if the casino has responded to you in the meantime, please forward all the relevant communication to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Thank you very much, makonagix.oc, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello makonagix.oc,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a WONDER CASINO representative to join this conversation and participate in resolving this complaint.

Dear WONDER CASINO,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Control Board Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru