Good afternoon everyone,

I'm opening this thread regarding some pending withdrawals at this casino.

All they do is stall and keep you waiting, telling you they'll either deposit it or conduct a verification study to give you an answer. According to them, they've escalated it to the department responsible for this to expedite the process, and here I am, still waiting for my money, my earnings.

I need help, I don't know how to proceed anymore.

What I do take for granted is not to spend any more cents on this site, and that's advice I give as well.

Buenas tardes a todos,

Abro este hilo referente a unos retiros pendiente en este casino.

Lo único que hacen es dar largas y mantenerte en espera de que ya lo ingresarán o que hacen un estudio de verificación para darte alguna respuesta. Según ellos han escalado al departamento encargado de ello para agilizar el proceso y aquí sigo esperando mi dinero, mis ganancias.

Necesito ayuda ya no sé como proceder.

Lo que si doy por echo es no ingresar ningún céntimo más en este sitio y es un consejo que doy también.

Dear aalbangran,

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.

Dear aalbangran,

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.

Good afternoon, I still haven't received a response. I'm getting the same answers I got 15 days ago. It's still in the verification queue.

This is not moving forward.

Buenas tardes sigo sin recibir respuesta Me dan las mismas contestaciones de hace 15 días. Que sigue en la cola de verificación.

Esto no avanza.

Thank you aalbangran for all the information provided. I will now forward your complaint to my colleague Jana ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear aalbangran,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Wonaco Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear aalbangran,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Wonaco Team

Dear aalbangran,

Thank you for your patience.

We are happy to confirm that your withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Best Regards,

Wonaco Team

Dear aalbangran,

please keep us updated when you receive your funds.

Dear aalbangran,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
www.kpvfaw.com