Good morning, I'm writing to you because Wonaco Casino has closed my account for no reason and doesn't seem to have any intention of paying me the money I still have in it (approximately 2000 euros). I'm contacting you in the hope that you can help me with this case.

I recount the events chronologically:

After earning some money, they closed my account on April 29th. After a week of trying to talk to them (email and chat), they asked me for my documentation on May 6th. I sent it the next day.

And again, a week later they asked me for the SAME documentation that I had already sent. I see no intention of paying my earnings.

Buenos dias ,les escribo porque el casino wonaco ha cerrado mi cuenta sin ningun motivo y no parece tener intencion de pagarme el dinero que aun tengo en ella ( 2000 eur aproximados ).Me pongo en contacto con usted con la esperanza que pueda ayudarme con este caso.

Relato los eventos cronologicamente:

Despues de ganar algo de dinero,el 29 de abril cerraron mi cuenta,despues de una semana intentando hablar con ellos por ( correo electronico y chat ) el 6 de mayo me pidieron la documentacion,la envié al dia siguiente.

y de nuevo, una semana despues me pidieron la documentacion de MISMA que ya habia mandado.no veo intencion de pagar mis ganancias.

Dear olveracaparrosdaniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your account at Wonaco Casino.

To better understand the situation and assist you, could you please provide answers to the following questions?

• What specific documentation did you send to Wonaco Casino on May 7th?
• Have you received any confirmation from the casino that they received your documentation?
• Did you receive any explanation as to why your account was closed?
• Have you checked for any terms and conditions regarding account closures that might apply to your case?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication, feel free to forward it to [email protected].

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

Best regards,

Petronela

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

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

Stay cautious and contact us directly if you have any doubts.

I've sent a selfie, bank statements, ID, driver's license, address registration, and so on several times.

They reply that they are reviewing the case and it has been like this for more than a month, they have no intention of paying my earnings.

He enviado un selfie,movimientos del banco,dni,carnet de conducir,padron del domicilio y asi varias veces.

contestan que estan revisando el caso y asi llevan mas de 1 mes,no tienen intencion de pagar mis ganancias.

Thank you very much for your reply, olveracaparrosdaniel.

To better understand your situation and move forward with your complaint, could you please do the following:

• If the casino provided any specific instructions for how your documents should be submitted (e.g., file format, selfie with handwritten note, visible corners, etc.), please forward those instructions to us so we can check if there were any unmet requirements.
• Also, could you send us the exact documents you submitted to the casino — including your selfie, ID, bank statements, and proof of address? This will help us review whether everything appears in order from your side.

You can send all relevant materials to [email protected].

Thank you again for your cooperation — we’ll do our best to assist you with resolving this case.

Hi, I've already sent everything to your email.

as they asked me for the documentation and I sent it to them several times.

Buenas,ya le envié todo al correo.

como me pidieron la documentacion y se la mande varias veces.

Hello,

Thank you very much for your reply.

I wanted to let you know that I haven’t received any documents from you on my end yet — it’s possible you sent everything directly to the casino but not to me.

Could you please resend the exact documents you submitted to the casino (selfie, ID, bank statements, proof of address) directly to [email protected]? This will help me check if everything is in order and assist you more effectively.

Thank you very much for your cooperation — I look forward to your reply and the documents.

I just sent you all the documents again.

Acabo de volver a mandarle todos los documentos

Hello,

Thank you very much for sending the documents — I appreciate it.

However, I wanted to let you know that unfortunately, I still couldn’t open the picture you forwarded. It’s possible the casino may be facing the same issue with the file.

Could you please let me know if the casino has given you any feedback at all about your documents? Did they mention any specific reason why they can’t accept them, or any instructions on how to resend them?

Thank you so much for your cooperation — I look forward to your reply.

I just sent you the documents in another format. The casino opens them correctly, but each time they reply asking me for more transactions from my bank card.

Te acabo de enviar los documentos en otro formato,el casino si los abre bien pero cada vez me contestan pidiendo mas movimientos de mi tarjeta bancaria

I just sent them the documentation and the casino can open them, and each time they reply asking me for more bank card transactions, because they already have all the documents.

Acabo de envirle la documentacion y el casino si las puede abrir y cada vez me contestan pidiendome mas movimientos de la tarjeta bancaria,porque ya tienen todos los documentos

Now they're asking me for entries and exits from the casino. I send them to them, and they tell me the document isn't original.

I don't understand anything anymore

Ahora me piden movimientos de entrada y salida del casino,se los mando y me dicen que el documento no es original.

No entiendo ya nada

I sent it to your email, you can see that the document is original and is in PDF format.

Se lo envié a su correo,puede ver que el documento es original y esta en pdf

Dear olveracaparrosdaniel,

Thank you for your update and for resending the documents.

Just to clarify — do I understand correctly that the casino refuses to accept your bank statement?

Could you please confirm how exactly you obtained the document — was it generated and downloaded from your Internet banking platform, or did you receive it directly from your bank via email or another method?

Thank you in advance for your reply.

I got it from the bank's app, it's an original document and the PDF is displayed correctly.

Lo saqué de la app del banco,es un documento original y el pdf que se ve correctamente

Thank you very much, olveracaparrosdaniel, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you olveracaparrosdaniel for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wonaco Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!