The player from Germany had successfully processed the first €500 withdrawal of his €15,000 winnings from Super Stake Blackjack but had three additional withdrawals pending without updates after two weeks. He had contacted customer service daily, receiving only generic responses about delays, and had switched his withdrawal method to bank transfer without any progress. The casino had since confirmed that there were no more pending withdrawals on his account. The complaint was closed and marked as "rejected" due to a lack of response from the player after the casino's confirmation.
Wonaco Casino - Player's withdrawals are delayed.
Amount: €16,500
Wonaco Casino
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7.7
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
Public
Public
2 months ago
Translation
Hello together,
On March 26, 2025, I won over €15,000 playing Super Stake Blackjack. In the following days, I attempted to withdraw my winnings gradually (a maximum of three simultaneous withdrawals of €500 each) in accordance with the casino's terms and conditions.
The first withdrawal of €500 was successfully processed the following Friday. I subsequently requested further withdrawals, but to date, nothing has happened with the three outstanding withdrawals. I still have €15,000 in credit and €1,500 pending withdrawals...
I contacted customer service daily, both by email and via live chat. I was always told that "there are currently delays" and that the Finance Department was looking into it – unfortunately, without any concrete results.
After two weeks of no progress, I changed my withdrawal method from Mastercard to bank transfer (I requested €500 each on April 10, 11, and 12). Nothing has happened here to date, either.
I keep getting identical, pre-written answers, but no definitive statement or solution. I'm interested in a factual and quick resolution so that I can receive the full amount of my winnings.
Thank you in advance for your support
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Dear joshuastr,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide answers to the following questions:
- What responses have you received from the Finance Department regarding the status of your withdrawals?
- Could you please specify if you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Please note that www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Public
Public
2 months ago
Hallo Veronika,
ich habe durchweg nur geh?rt: es wird überprüft, aktuell gibt es viele Verz?gerungen etc. - Ich habe jegliche Antworten gesichert und kann diese zur Verfügung stellen:
"Thank you for your patience. The relevant department has confirmed that your payout is currently in the processing queue of our finance department.
Typically, we process payout requests within approximately 3 to a maximum of 5 business days, starting from the day after the request or the day of the last processed payout.
This means that if, for example, you requested your payout on Tuesday, processing will begin on Wednesday. Please note that weekends and holidays are not included in this timeframe. If a payout is requested over the weekend, processing will always begin on Monday.
Upon reviewing your account, I see that your payout is indeed in the final steps and should have already been
processed. However, there seems to have been a delay."
Bezüglich der KYC-Thematik: ich wurde nie aufgefordert diesen Check durchzuführen - eine Auszahlung hat ja bereits problemlos funktioniert. Ich habe am 10.04. dennoch an die zust?ndige E-Mail Adresse alle Dokumente weitergeleitet um doppelt abgesichert zu sein.
Nach wie vor hat sich nichts getan - leider!
mehrfach h?re ich die gleiche Antwort???
Public
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2 months ago
Translation
Hi everyone,
In the meantime nothing has happened again - here are the last 2 statements from WONACO:
1:
"Thank you for contacting our Customer Support team.
We hope you find this email well.
We completely understand how important it is for you to receive your funds as quickly as possible, and we deeply regret that this process has taken longer than expected.
Please note that we have sent a heads up to the relevant team to have your withdrawal request prioritized and be processed shortly.
If you have additional questions, please feel free to contact us via email [email protected] or via Live Chat.
Yours sincerely,
Customer Service."
2:
"Thank you for contacting our customer service.
I apologize for the inconvenience caused by the long delay in disbursement. We understand the impact this has had on you and would like to assure you that, after consulting with you, the Finance Department has informed me that they are actively working to disburse the funds as soon as possible. Your feedback is invaluable, and we thank you for your patience.
I can reassure you: I have informed you again and are working to resolve the matter as quickly as possible.
If you have any further questions, please contact us via email at [email protected] or live chat.
Best regards
Customer Service"
nothing happens - it's crazy!
Automatic translation:
Public
Complaint Specialist
Public
2 months ago
Thank you very much, joshuastr, for providing all the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Dear joshuastr,
My name is Martina 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 representative, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Public
Public
2 months ago
Translation
Hello everyone, unfortunately no news or information about the credit / payout process so far...
If you have any questions, please feel free to contact me.
LG
Automatic translation:
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Casino Analyst & Complaint Specialist
Public
2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
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2 months ago
Translation
That's exactly what my experience with the casino reflects—it would have been surprising if anything had worked out within the given timeframe. Hopefully, someone will get in touch, it's really amazing!
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Public
1 month ago
Translation
@wonaco - why are there no reactions?
there is obvious fraud!
Please clarify - absolute impudence
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear joshuastr,
We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.
Thank you for being so patient.
Public
Casino representative
Public
1 month ago
Dear Customer,
Thank you for reaching out.
We would like to inform you that your pending withdrawal requests were forwarded to be checked with priority. You will be sent an email as soon as there is an update.
Please accept our sincerely apology for the delay caused.
Best regards,
Wonaco.com
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Casino representative
Public
1 month ago
Dear all,
Thank you for your patience.
We would like to inform you that there are no more pending withdrawals on the customer's account.
Best regards,
Wonaco.com
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear joshuastr, can you please confirm it? Thank you
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear joshuastr,
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.
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
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,
Martina
www.kpvfaw.com
