Woopwin Casino - Player’s withdrawal is delayed and funds appear trapped.

Hello,

The withdrawal is for 200 but there is another 235 in the account.

It is very odd. It seems to be that this casino is not actually operating or no one is working there?

My withdrawal has been pending since the 28th of October. I completed KYC via their online system, but no one responds, no one at all. I have emailed, no response, I have tried chat, no one is ever on. I just get an AI agent putting gifs in the chat?

The withdrawal just sits there and nothing happens. I get promotion emails form time to time but It seems like the money is trapped?

Help.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?

Thank you very much in advance for your reply.

Best regards,

Tomas

No to both questions.

The casino seems dead but is part of the 'Starscream' group where other casinos are active and engage with you here.

I keep chasing, but no luck.

I stayed on for like 40 minutes today and the chat just does this.

Dear carlycusterson,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel ([email protected]), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Do any of their other brands respond? As they are all managed by the same company and not subsidiaries all the funds go to the same company (Starscream) therefore the other brands would all have direct contact with the parent.

Dear carlycusterson,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Woopwin Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Woopwin Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

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

Dear carlycusterson,

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,

Samuel