Wonaco Casino - A retirada do jogador está atrasada.

Hello, dear Guru team.

On April 13, 2025, I made two withdrawals of €500. I had previously deposited €50 and taken a bonus, which I then successfully completed. Now I've been waiting a long time for my payout. I contact the live chat every day to ask what's going on, but they always fob me off with the same answer (there's a delay). I desperately need help.

Hallo, liebes Guru team.

Ich habe am 13.04.2025 2x 500 Euro auszahlen lassen. ich habe voher 50 euro eingezahlt, und einen bonus genommen denn ich aber erfolgreich geschafft habe. nun warte ich schon sehr lange auf meine auszahlung. ich schreibe jeden tag den live chat an um zu fragen was los ist aber die vertrösten mich immer mit der selben aussage (es gibt eine verzögerung) ich brauch unbedingt hilfe

Dear kolvin96,

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 that 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?

Have you accumulated your winnings with or without an active bonus?

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,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello,

No, I haven't made any withdrawals yet.

And I mean, I haven't been asked to verify myself yet.

Best regards

Hallo,

nein ich habe noch keine Abhebung vorgenommen.

Und mein ich wurde dazu noch nicht aufgefordert mich zu verifizieren.

Liebe Grüße

??

Please forward me all the communication between you and the casino customer support regarding the delay in the processing of your payment at veronika.f@casino.guru, or post screenshots here. Thank you for your patience and cooperation.

I received the money

ich habe das geld erhalten

Dear kolvin96,

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,

Veronika Fritz

Casino.Guru