The player from Italy faced difficulties with three pending withdrawals of €500 each, which he had requested two weeks prior. He expressed frustration with the slow process and commented on the unclear bonus collection methods, which required contacting support despite not being listed in the rules. The issue was resolved after the player confirmed receipt of all funds, leading to the complaint being marked as 'resolved' in the system. The Complaints Team appreciated the player's cooperation throughout the process.
Wonaco Casino - Player’s withdrawals are delayed.
Amount: €1,500
Wonaco Casino
Safety Index:Above averageSafety Index
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7.7
Wonaco Casino has a Safety Index of 7.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
3 months ago
Translation
I have 3 withdrawals in progress from 18/03 - 19/03 - 20/03, all three for €500.
The support pretends to urge, never seen such a wait in any international casino, obviously they do it on purpose to make you spend the credit.
Also pay attention to the Bonus collection methods which are strange and not mentioned, for example the weekly login Bonus must be claimed via chat to the assistance by showing screenshots of the deposit but this does not seem to be written in the rules.
Automatic translation:
Public
Complaint Specialist
Public
3 months ago
Dear rrv5cvmwcm,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wonaco Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share with me your recent communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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,
Tomas
Public
Public
3 months ago
Translation
Good morning:
First withdrawals made on the site
KYC not required as communicated by support multiple times
Winnings obtained with real money, NO BONUS
Thank you
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Thank you very much, rrv5cvmwcm, for providing the necessary information. I will now transfer your complaint to my colleague Jana([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
2 months ago
Translation
Samples taken, case closed, negative vote remains for timing
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Dear rrv5cvmwcm,
could you please confirm that you have received all your funds?
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Dear rrv5cvmwcm,
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,
Jana
www.kpvfaw.com
