Wonaco Casino - Вывод выигрыша игрока задерживается.

I have had pending withdrawals from this casino for now 12 days. No action has occurred, they keep providing the same canned responses about that it's "in queue" and they "understand my frustration" the site claims 3-5 business days, and they have well exceeded that.

I dont know what to do to get my money out of this terrible site. I am concerned as well, as they will likely ask me to verify my account after all this time, which will delay it even longer! I have tried to preemptively verify my account which they say is not required at this time.

Please help.

Dear mike2576,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello,

They continue to provide no actual assistance. Their support continues to lie via messaging saying that it's been processed, and the payment system is delayed. The next support agent says it's near completion. When I ask for any realistic timeline, or any possible info that would indicate when they will fix it. They provide a canned nonsense response that provides no actual assistance.

We are now at 14 days. Please let me know what the next steps are.

Dear mike2576,

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.

They sent it today after 15 days finally

Dear mike2576, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru