Wonaco Casino - I prelievi dei giocatori sono bloccati e la verifica dell'account è ritardata.

On December 7th I created an account on wonaco.com.

I have deposited and lost a lot of money through Apple Pay and credit cards, and I have attached screenshots of the payment methods.

Everything has gone well, giving me bonuses, a VIP advisor calling me almost every day, making some small withdrawals, but overall losing a lot of money.

On March 17th, I had a significant win at the wonaco casino, reaching €30,000. Right now I have €22,002.31.

I started withdrawing my winnings, managing to withdraw €1500 each day:

17/03/2026

18/03/2026

19/03/2026

20/03/2026

I haven't been able to make any more withdrawals; I mean, I can't request them (they're blocked). I don't have any pending withdrawals because they won't let me make them. Several days have passed, and no one is answering my emails. The account verification process isn't completing, and withdrawals are still blocked.

On Thursday, March 19, 2026, I received the following email, encouraging me to continue betting if I don't want any more limitations. I've also attached a screenshot of the email:

This is Ben, your VIP Manager at Wonaco.

Congratulations! I'm so excited to write to you to celebrate your winnings. Seeing our VIP players achieve these results is definitely the best part of my job.

I have two important pieces of news for you:

Expedited withdrawal: I've personally taken care of expediting your pending withdrawal so you can have your money as soon as possible. I want you to enjoy this prize as you deserve.

Special Protection (15% Cashback): To ensure you can continue playing with complete peace of mind, I've activated a special 15% Cashback for you, up to €2,000. This is your personal safety net to protect your future bets, active for 72 hours only.

A little tip from your account manager: I know that after a good withdrawal you usually take a break, but I recommend maintaining some activity on your account. As you know, VIP status is based on consistency; if your account remains inactive or you only make withdrawals, the system could automatically lower your level. This would directly affect your withdrawal limits, payment speed, and the exclusive benefits you've worked so hard to earn.

My goal is for you to continue enjoying the benefits of the higher levels while you keep winning. May the winning streak continue!

A big hug,

Ben, VIP Manager at Wonaco

This is a clear case of abusive behavior that aims to make the player lose money.

On Friday, March 20, 2026, my withdrawals were blocked and I was asked for the following documentation for verification (I have attached a screenshot of the email).

Photo of your identity document (ID) on both sides.

sent

A selfie-type photograph where you appear holding your original identity document.

sent

Recent proof of address (POA) (utility bill or bank statement from the last 3 months).

sent

Apple Pay transaction history from February 20 to March 20.

Apple Pay doesn't allow you to filter transactions or request them from support. I called and they told me they don't save transactions; that's done by the bank, and only the most recent transactions are displayed.

I've taken screenshots of all the recent Apple Pay transactions, and they're sent, but not on the dates they want, because they can't be filtered. Anyone with an iPhone can verify this.

In addition, I have sent, on behalf of the bank, all the transactions for both requested cards from February 20th to March 20th so that you can see all the transactions.

Photos of cards ending in *6303 and *0809. For your security, please cover the middle digits on the front and the security code (CVV) on the back.

The 6303 is a virtual card and I have already sent the ownership certificate that appears in the Openbank app.

0809 sent the photo.

This information is sent on March 21, 2026.

Despite all this, nobody answers my emails; the last email they replied to was on March 23, 2026. I write to them every day asking them to tell me the deadlines and reasons.

Their policy states that they have between 24/48 hours to verify an account.

My VIP advisor, Ben, called me on Monday, March 23rd, to say he would personally handle it and resolve it very quickly, but that I should continue betting to avoid problems with future withdrawals. It's been six days (five business days) since my verification failed and my withdrawals were blocked.

I have many unanswered emails, and the VIP advisor isn't responding via WhatsApp or email. I have the feeling they're withholding my money.

Attach:

Screenshots of balance and verification and exchanged emails.

I have all the documents I sent them in case they request them.

Greetings and many thanks.

El 7 de diciembre creé una cuenta en wonaco.com .

He ingresado y perdido mucho dinero por los métodos apple pay y tarjetas de las cuales adjunto captura de los métodos de pago.

Ha ido todo bien, dándome bonos, llamándome un asesor vip casi todos los días, haciendo alguna pequeña retirada, pero en general perdiendo mucho dinero.

El pasado 17 de marzo obtuve una importante victoria en el casino de wonaco llegando a conseguir 30.000. Ahora mismo tengo 22.002,31€.

Empecé a retirar las ganancias consiguiendo retirar 1500€ cada uno de estos días:

17/03/2026

18/03/2026

19/03/2026

20/03/2026

Ya no he podido realizar más retiradas, quiero decir que no puedo solicitarlas, (están bloqueadas) no tengo retiradas pendientes porque no me dejan realizarlas. Han pasado varios días y nadie contesta los correos y el proceso de verificación de mi cuenta no se completa y las retiradas están bloqueadas.

El jueves 19/03/2026 recibo el siguiente email, animándome a continuar apostando si no quiero tener más limitaciones, adjunto también captura del correo:

Te saluda Ben, tu Gerente VIP en Wonaco

¡Muchísimas felicidades! Me hace muchísima ilusión escribirte para celebrar tus ganancias. Ver que nuestros jugadores VIP logran estos resultados es, sin duda, la mejor parte de mi trabajo.

Tengo dos noticias importantes para ti:

Retiro agilizado: Me he encargado personalmente de agilizar tu retiro pendiente para que dispongas de tu dinero lo antes posible. Quiero que disfrutes de ese premio como te mereces.

Protección Especial (15% Cashback): Para que sigas jugando con total tranquilidad, te he activado un Cashback especial del 15% hasta 2000€. Esta es tu red de seguridad personal para proteger tus próximas jugadas, activo solo por 72 horas.

Un pequeño consejo de gestor: Sé que después de un buen retiro uno suele tomarse un descanso, pero te recomiendo mantener cierta actividad en tu cuenta. Como sabes, el estatus VIP se basa en la constancia; si la cuenta queda inactiva o solo se realizan retiros, el sistema podría bajar tu nivel automáticamente. Esto afectaría directamente a tus límites de retiro, a la velocidad de los pagos y a los beneficios exclusivos que tanto te ha costado conseguir.

Mi objetivo es que sigas disfrutando de las ventajas de los niveles más altos mientras sigues ganando. ¡Que siga la buena racha!

Un fuerte abrazo,

Ben, Gerente VIP en Wonaco

Esto es una clara conducta abusiva que busca que el jugador pierda el dinero.

El viernes día 20/03/2026 me bloquean los retiros y me piden la siguiente documentación para verificación (adjunto captura del correo).

Foto de su documento de identidad (ID) por ambas caras.

enviada

Una fotografía tipo selfie donde aparezca usted sosteniendo su documento de identidad original.

enviada

Comprobante de domicilio (POA) reciente (factura de servicios públicos o extracto bancario de los últimos 3 meses).

enviada

El historial de transacciones de Apple Pay desde el 20 de febrero hasta el 20 de marzo.

En applepay no se pueden filtrar los movimientos ni se pueden pedir al servico de soporte. Yo he llamado y me han dicho que ellos no guardan los movimientos que eso lo hace el banco, que solo aparecen los últimos movimientos.

He hecho captura a todos los últimos movimientos de applepay y están enviados pero no de las fechas que ellos quieren pero porque no se pueden filtrar, si alguien tiene iphone lo puede comprobar.

Además, he enviado de parte del banco todos los movimientos de ambas tarjetas solicitadas en las fechas del 20 de febrero hasta el 20 de marzo para que puedan ver todos los movimientos.

Fotos de las tarjetas terminadas en *6303 y *0809. Por su seguridad, le pedimos que cubra los dígitos centrales del frente y el código de seguridad (CVV) de la parte trasera.

la 6303 es una tarjeta virtual y ya he enviado el certificado de titularidad que aparece en la app de openbank.

0809 enviada la foto.

Esta información es enviada el día 21 de marzo de 2026.

A  todo esto, nadie me contesta los correos, el último correo que me han contestado es el día 23 de marzo de 2026, yo les escribo todos los días para que me indiquen plazos y motivos.

En su política pone que tiene entre 24/48 horas para verificar una cuenta.

El asesor Vip Ben me llamó el lunes día 23 de marzo para decirme que él se ocupaba personalmente y que lo resolvería muy rápido pero que continuara apostando para no tener problemas en las futuras retiradas. Hoy hace 6 días (han pasado 5 días hábiles) de mi verificación fallida y del bloqueo de las retiradas.

Tengo muchos correos enviados sin contestar, además el asesor vip no responde ni por whatsapp ni por correo. Tengo la sensación que me están reteniendo el dinero.

Adjunto:

Capturas de saldo y capturas de verificación y correos intercambiados.

Tengo todos los documentos que les he enviado a ellos por si los solicitan.

Un saludo y mil gracias.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear joseandres12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

To clarify your case:

• Have you received any communication from the casino regarding the reason for your blocked withdrawals?
• Could you specify any additional documents the casino requested for your account verification?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Petra

Hello, thank you for helping me solve this problem.

On Friday, March 20, 2026, my withdrawals were blocked and I was asked for the following documentation for verification:

Photo of your identity document (ID) on both sides.

sent

A selfie-type photograph where you appear holding your original identity document.

sent

Recent proof of address (POA) (utility bill or bank statement from the last 3 months).

sent

Apple Pay transaction history from February 20 to March 20.

Sent.

Photos of cards ending in *6303 and *0809. For your security, please cover the middle digits on the front and the security code (CVV) on the back.

The 6303 is a virtual card and I have already sent the ownership certificate that appears in the Openbank app.

0809 sent the photo.

This information was sent on March 21, 2026, and I have received confirmation of its receipt. I sent it by email and through the file upload platform on your website.

Yes, I have received messages from support; I've included some here, but they're all the same message asking for patience. The terms and conditions state that account verification takes 24 to 48 hours. Today marks 10 days since my account was blocked.

Dear ..,

Thank you for contacting our customer service team.

We fully understand how you must feel and we are very sorry for the delay in everything that happened.

Please know that your request is being reviewed with priority and we will contact you with an update as soon as possible.

If you have any further questions, please feel free to contact us via email. [email protected] or live chat.

Best wishes,

Customer service.

If you need anything, just let me know and I'll forward it to you. I have all the messages saved.

Thank you so much for helping me.

Hola, gracias por ayudarme en la resolución de este problema.

El viernes día 20/03/2026 me bloquean los retiros y me piden la siguiente documentación para verificación:

Foto de su documento de identidad (ID) por ambas caras.

enviada

Una fotografía tipo selfie donde aparezca usted sosteniendo su documento de identidad original.

enviada

Comprobante de domicilio (POA) reciente (factura de servicios públicos o extracto bancario de los últimos 3 meses).

enviada

El historial de transacciones de Apple Pay desde el 20 de febrero hasta el 20 de marzo.

Enviado.

Fotos de las tarjetas terminadas en *6303 y *0809. Por su seguridad, le pedimos que cubra los dígitos centrales del frente y el código de seguridad (CVV) de la parte trasera.

la 6303 es una tarjeta virtual y ya he enviado el certificado de titularidad que aparece en la app de openbank.

0809 enviada la foto.

Esta información es enviada el día 21 de marzo de 2026 y me confirman su recepción. Lo he enviado por correo y por la plataforma de su página web para subir archivos.

Sí que he recibido mensajes por parte del suport, aquí os dejo alguno, pero son todos el mismo mensaje pidiendo paciencia. En los términos y condiciones pone de 24h a 48h para verifciar una cuenta. Hoy hace 10 días de mi bloqueo.

Estimado ..,

Gracias por ponerse en contacto con nuestro equipo de atención al cliente.

Entendemos perfectamente cómo debe sentirse y lamentamos mucho la demora de todo lo sucedido. 

Por favor, sepa que su solicitud está siendo revisada con prioridad y nos pondremos en contacto con usted con una actualización tan pronto como sea posible.

Si tiene alguna pregunta adicional, no dude en ponerse en contacto con nosotros a través del correo electrónico [email protected] o el chat en vivo.

Los mejores deseos,

Servicio al Cliente.

Si necesitaís cualquier cosa me lo dec´is y os lo reenvio. Tengo todos los mensajes guardados.

Muchas gracias por ayudarme.

Good morning, it's been 13 days since my withdrawals were blocked. It's very disappointing how they're withholding money. I don't recommend this casino. They don't honor their own terms and conditions.

Buenos días, hoy hace 13 días que me bloquearon las retiradas. Es muy decepcionante como están reteniendo el dinero. No recomiendo este casino. No cumplen con sus propios términos y condiciones.

Thank you for your reply and for providing the previous details, joseandres12.

• Have you made any successful withdrawals before?
• Could you provide any additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: [email protected] or post your screenshots to the thread.

Thank you again for your cooperation.

Hello, I have sent you several emails and screenshots.

Today they replied again saying my account is still under review and my withdrawals are blocked. The VIP advisor keeps insisting I continue betting so I can make withdrawals.

It's been 14 days since my withdrawals were blocked. This is not a reliable casino.

I appreciate the help, let's see if we can resolve this soon.

Thank you.

Hola, os he enviado varios correos y capturas al correo.

Hoy me han vuelto a contestar diciendo que sigue en revisión mi cuenta y que tengo los retiros bloqueados. El asesor Vip insiste siempre en que continue apostando para poder hacer las retiradas.

Hoy hace 14 días que me bloquearon los retiros. No es un casino fiable.

Agradezco la ayuda, a ver si lo podemos resolver pronto.

Gracias.

Dear joseandres12

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Lucia ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello joseandres12,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wonaco Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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.

Good morning, they do the same thing to many users, not responding when you have earnings. They used to respond to me and call every day. Now they won't verify my account because I haven't given them a physical virtual card (which is impossible) and because I haven't shown them an Apple Pay PDF (which is also impossible). Anyone with an iPhone can verify this; you can't filter transactions or download PDFs. So my money has been held for many days.

They call me to tell me I'm going to lose my VIP status and that I should keep betting; that's what they do, they make you lose your money.

If it's not resolved here, I'll look for other means.

Buenos días, esto mismo hacen con muchos usuarios no responder cuando tienes ganancias. A mi me respondia y llamaban todos los días. Ahora no me verifican por no darles en físico una tarjeta virtual (lo cual es imposible) y por no enseñar un pdf de applepay (lo cual también es imposibl). Quien tenga iphone lo puede probar, no se pueden filtrar movimientos ni descargar pdf. Entonces llevo muchos días con el dinero retenido.

Me llaman para decirme que voy a perder el status vip y que continue apostando eso es lo que hacen, que pierdas el dinero.

Si no se resuelve aquí buscaré otros medios.

Dear joseandres12,

Wonaco Casino has requested additional account information. Please check your email inbox for further details. Thank you.

Hi Lucia, I've already replied to your email. They haven't sent me any new emails. They're asking for information I can't provide. I've written a thousand times asking for an alternative, and they don't reply.

In the previous messages I have already put everything they asked for.

all the best.

Hola Lucia, ya te he contestado al correo. Ellos no me han enviado ningún correo nuevo. Piden información que no puedo facilitar. He escrito mil veces diciendo que me den una alternativa y no contestan.

En los mensajes anteriores ya he puesto todo lo que me piden.

un saludo.

Dear joseandres12,

Thank you for your message. I have shared your information with the casino and will keep you informed of any updates.