The player from Rhineland-Palatinate had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The complaint was marked as resolved after the player confirmed that the issue had been addressed. We acknowledged the resolution and closed the complaint in our system. The player was encouraged to contact us again if any future issues arose.
Woopwin Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €9,500
Woopwin Casino
Safety Index:Below averageCase summary
Discussion
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1 month ago
Translation
Hello,
Since January 3rd, I have a total of 5 outstanding payouts: 4 x 2000 euros and one x 1500 euros.
As of January 6th, no payout has been made, even though the rule for d3s Casinos states a maximum of 48 hours.
All attempts to obtain any information via email or chat have failed. There has been absolutely no response from the casino.
Thanks for your help
F.Prexk
PS I live in Germany; unfortunately, the Puerto Rico information cannot be changed.
Automatic translation:
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1 month ago
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.
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1 month ago
Dear Tamino1,
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
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1 month ago
Translation
Hello,
Meanwhile, and a total of 12 days after submission, all payments are still pending.
If you actually manage to get hold of someone at support, you're told they'll take care of it and get back to you soon! But even after days, nothing happens.
How long can/must/may one wait to receive their rightful money, or what can one do to get the payments?
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Tamino1,
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
