Woolbet Casino - Player’s withdrawal request is delayed.

I have an issue with withdrawing. I deposited £1000. Won some money and withdrew £1000. I successfully passed KYC by providing Proof of address, selfie with passport, bank statements. After withdrawing £1000 I tried to withdraw other winnings-£34000 in total. They requested more documents, despite my account was already verified. They asked for payslips which I provided. After that, they are asking for bank statement-once again. Looks like they are trying to play on time. Can you help me with this?

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Dear PeterPanMr,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Has the casino indicated any issues with approving any specific documents?
• Could you please clarify when you sent the last document? Do I understand correctly that you have successfully submitted all the required documents and are now awaiting final approval?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Kristina, thanks for your message. As I said, my account was already verified previously, that’s why they withdrew £1000. I won over £34000 and when made request to withdraw £500 they reopened KYC as they said they have to check source of founds and they specifically asked for payslips. I have sent them payslips and they rejected withdrawal despite providing that. They are now asking to provide bank statements which has already been been provided 2 weeks ago and approved. I had some issue to explain them 2 weeks ago that there is no "Woolbet" on my bank statements shown, as they are using payment providers for deposits. It is the same with withdrawals- it is not "Woolbet" but "F/FLOW MIFINITY M".

I have screenshots done by every transaction and bet I made.

The whole KYC is taking way too long as it is 3rd week now when I am trying to verify my account, despite sending them everything they asked for.

Thank you very much for your reply, PeterPanMr. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi Kristina, thanks for you message. I provided what you asked for vie email.

Hi Kristina, just to give you an update.

My account was initially verified, and two minor withdrawals were processed. Since then, the casino reopened KYC under the guise of a Source of Funds (SOF) check.I have provided original, official PDF bank statements and payslips clearly proving the legitimate origin of my deposit. Despite this, the casino has been dragging out the process for 4 weeks. They are asking intrusive, irrelevant questions about private transactions (like a cash gift from my father) completely unrelated to my gambling activities.Every time I try to request a withdrawal, it goes to 'In Review' and is automatically 'Rejected' after 3 days. This is a clear case of bad faith stalling tactics, hoping I will give up or reverse the funds to play. I demand that Woolbet completes the SOF review immediately and releases my balance. As mentioned, I have screenshot of every bet I made and every transaction I made. My current account balance is £43000.

Dear PeterPanMr,

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, Martina (martina.b@casino.guru). 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,

Kristina

Dear PeterPanMr,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear about the issue you have with the casino.

I will now contact Woolbet Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient