The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, he had not received his winnings yet. The Complaints Team intervened after the player reported delays with a €300 withdrawal requested on May 8. Following communication with the casino, it was confirmed that the €300 had been successfully paid on May 28. The player acknowledged receipt of the funds, and the issue was marked as resolved.
Wonaco Casino - Player’s withdrawal has been delayed.
Amount: €1,800
Wonaco Casino
Safety Index:Above averageSafety Index
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7.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello,
Since April 27, all my withdrawals (3 x €500 each = €1500 plus a remaining balance of €300, which cannot currently be paid out due to the three outstanding ones) are on "processing" and can still be canceled.
I requested a withdrawal via my e-wallet Skrill.
I was first told it would take 3 business days, then I was informed via live chat that my account had been upgraded to the highest priority and the payout was being processed, but that's just a brush-off. Nothing has happened yet and support isn't helping.
Regarding KYC, I had already sent everything by email before winning and was told that it wasn't necessary.
Attached is the verification page.
That's a lot of money and I was very happy about the win and I'm counting on the money.
I look forward to your feedback and help in getting my money from there.
LG
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Hooijdonk88,
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.
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Casino representative
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1 month ago
Dear All,
Tahnk you to contacting us.
We wish to inform you that, in our commitment to ensuring that all payments are secure and fully compliant with our security policy, there are instances where we must conduct additional checks. This may result in an extension of the processing time for payments.
Please rest assured that we are taking prompt action to process your pending withdrawals at the earliest opportunity.
Kind regards,
Wonaco Casino Team
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1 month ago
Translation
Thank you for your response, but I just wanted to let you know that I had already sent you my personal information and the bill addressed to me from my home internet provider, and that I'm also verified with you. I hope I receive the money as soon as possible. It's something you're happy about and expect; it's neither fair nor nice to have to chase after your money. I look forward to a prompt solution. Best regards, EK
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1 month ago
Translation
Hello dear Casinoguru team and dear Wonaco team,
Today 1500 € was transferred to me via Skrill.
I was now able to apply for the remaining €300 and would confirm it here again if everything went well.
Thank you all.
LG
EK
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Hooijdonk88, thank you for the information provided. Kindly update us on any further developments.
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Hooijdonk88,
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.
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1 month ago
Translation
Hello Dominika, as I said, the 1500 € were transferred to me.
I'm still waiting for the remaining 300 €.
LG
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Hooijdonk88, kindly keep us informed should there be any updates on your case.
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1 month ago
Translation
Hello Dominika, I hope you're well. ?? Unfortunately, the remaining 300 hasn't been processed yet and can still be canceled. You know, I actually find it quite sad that people are chasing after money like this. Even though they've already paid out the 1,500 indirectly, it feels like I've been chasing after 1,800 euros in 10 days, almost a month. It makes me not dare to play/bet on platforms like this in the future. It's a real shame, don't you think? I hope the 300 finally arrive soon...
I wish you a nice day.
LG
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Hooijdonk88, when did you request the withdrawal of the €300?
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1 month ago
Translation
I could only pay them out after the rest had been processed.
On May 8, I applied for the remaining 300.
For your information.
LG
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1 month ago
Translation
Hello, it's been two weeks now. How long should I wait for the remaining money?
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Hooijdonk88, could you please confirm whether you have already received the remaining €300 withdrawal that was requested on May 8?
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1 month ago
Translation
Hello Dominika, no, unfortunately I still haven't received it.
Can you please help me?
LG
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Wonaco Casino, could you please provide an update regarding the pending €300 withdrawal requested by the player on May 8?
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Casino representative
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1 month ago
Dear All,
We are pleased to confirm that the remaining €300 has been successfully paid by us today 28/05/2025.
Thank you for your patience.
Best Regards,
Wonaco Casino Team
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Wonaco Casino, thank you for the information provided.
Dear Hooijdonk88, kindly update us once you have received the money.
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1 month ago
Translation
Hello, the money was finally successfully transferred to me today.
Thank you for your support.
LG
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Casino Analyst & Complaint Specialist
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1 month ago
Dear Hooijdonk88,
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/www.kpvfaw.com. 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,
Dominika
www.kpvfaw.com
