Wonaco Casino - Затримка зняття коштів

Good morning,

I requested a withdrawal of €700 from Wonaco on 28/11, via Mastercard.

Since then, the withdrawal has been stuck in the "Verification in progress" status and has never progressed.

Also, when I try to make another withdrawal, the site shows this strange message:

You have reached the maximum number of pending withdrawal requests. Please deposit again.

I will not make any further deposits to unlock a withdrawal I have already requested.

The live chat no longer opens, as if it had been deactivated.

I also sent an email to support, but I haven't received any concrete response.

I ask for your help for:

understand the real status of my withdrawal,

to know if further assistance is needed

documentation,

get a firm approval date.

I attach the screenshots showing:

the €700 withdrawal in "Verification in progress",

the message asking you to make a new deposit.

Thanks in advance for your assistance.

Buongiorno,

ho richiesto un prelievo di 700€ da Wonaco il 28/11, tramite Mastercard.

Da allora il prelievo risulta bloccato nello stato "Verifica in corso" e non è mai avanzato.

Inoltre, quando provo a fare un altro prelievo, il sito mostra questo messaggio anomalo:

"Hai raggiunto il numero massimo di richieste di prelievo in sospeso. Effettua nuovamente il deposito."

Non effettuerò ulteriori depositi per sbloccare un prelievo già richiesto.

La live chat non si apre più, come se fosse stata disattivata.

Ho inviato anche un’e-mail all’assistenza, ma non ho ricevuto alcuna risposta concreta.

Chiedo il vostro aiuto per:

capire lo stato reale del mio prelievo,

sapere se è necessaria ulteriore

documentazione,

ottenere una data certa dell'approvazione.

Allego gli screenshot che mostrano:

il prelievo da 700€ in "Verifica in corso",

il messaggio che chiede di fare un nuovo deposito.

Grazie in anticipo per l'assistenza.

Important notice:

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Stay safe.

Dear Carmine199898,

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

I read the casino reviews and apparently it is not reliable, I also sent my documents via email, and my account is verified, I trust you in solving the problem

ho letto le recensioni del casinò e a quanto pare non risulta affidabile, inoltre ho mandato i miei documenti tramite email, e il mio account risulta verificato, confido in voi nella risoluzione del problema

I received the withdrawals

Ho ricevuto i prelievi

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Carmine199898,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila