The player from Germany was facing significant issues with his withdrawals at Woopwin, where he had made multiple attempts to withdraw €12,800 but had not received the funds. He encountered constant delays, standard responses from support, and problems accessing the account after Woopwin’s transition to Shadow Entertainment LTD, culminating in a block on his account. We asked the casino to explain the status of his funds, but it did not provide a substantive response despite reminders and extra time. As a result, the complaint was closed as unresolved because no payment confirmation or meaningful update was received.
Woopwin Casino - Player’s withdrawals are delayed and account is blocked.
Unresolved
Our verdict
Delayed payment, status unknown
Black points: 1,494
Amount: €12,856
Woopwin Casino
Safety Index 6.0 Below averageCase summary
Discussion
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3 weeks ago
Translation
Hello,
Honestly, I don't know where to begin. So much is going wrong right now that I just don't know what to do anymore. I made a few withdrawals on Woopwin.com on August 11th, 12th, and 13th, but they still haven't arrived. I've contacted support almost every day, but all I get are the standard platitudes like, "Yes, please wait a few more days," or "The team is currently very busy due to a high volume of withdrawals," or other such nonsense. So, I played a bit more over the next few days, and in the end, I wanted to withdraw around €12,800. Of course, I wanted to make several withdrawals because €2,000 is their maximum. I did that, but after several days, nothing happened. I continued to contact them via live chat, but I kept getting the same standard answers that were completely useless. Now the real fun begins, because Woopwin has switched from Starscream Limited to Shadow Entertainment LTD, just today. By the way, Woopwin had maintenance for half an hour yesterday, so I couldn't access the site. An hour later, I checked again, and poof, my money was back in my player account. Naturally, I was incredibly annoyed and contacted support. "Yes, it was down because of maintenance, please withdraw it again." Great, thanks for nothing! I waited 6-7 days and then withdrew again... which I did immediately: seven withdrawals of €2,000 each and one withdrawal of around €856.49. Then I waited until the evening and checked Woopwin again, and lo and behold, a Cloudflare page popped up saying "you are blocked"... Are they serious?! This has to be a bad joke. Then, of course, I tried using a VPN in different countries, and it just doesn't work anywhere anymore. I experienced the same thing with Wunderwins.io and vegadrems.co. Both sites are also operated by Shadow Entertainment LTD. So, what do I do now? I found several posts on the Gamblebase.com forum where others are dealing with the same problem and many are also waiting for their money. Incidentally, I can't reach anyone at Woopwin by email either; they don't reply, but I do receive the automated email confirming receipt of my message.
Oh yes, the cashback I received on Monday was €503.55. It was paid out after about an hour... also strange behavior, the other payouts are being delayed.
https://gamblebase.com/casino-forum/threads/wunderwins.658/page-3
https://gamblebase.com/casino-forum/threads/probleme-und-diskussionen-rund-um-die-no-deposit-angebote.184/page-88#post-56136
I hope someone can help me here, I'm fed up with this crap.
Automatic translation:
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3 weeks 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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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Woopwin Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Have you made previous successful payouts from the casino?
- When was the last time you received any relevant response from support?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
TranslationHello Tomas,
Thank you for the feedback,
The site is accessible again now, but it looks completely different because it seems to have been taken over by Shadow Entertainment LTD. However, the account balance shows €0, and when I go to withdrawals, there are no withdrawals listed. Support told me to wait for updates, as some are apparently still running. Now, let's get to your questions.
- I played for several hours every day and have been registered at the casino since February 26, 2022. My account is not blocked; it was simply due to the provider's changeover.
- A variety of games are offered, including slots like Book of Ra and Book of Vikings, as well as table games such as roulette, limbo, and several others. (So, slot machines and table games, but not live games.)
- No, no bonus was used; it was pure real money.
- Yes, I have already made many withdrawals, which were usually there the next day, including several of €1000.
- The last "relevant" answer I received yesterday was that I should continue to wait until the site has finished its updates.
Best regards
Andreas
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2 weeks ago
TranslationI just wanted to give you an update on the current status of my case.
I've contacted the live chat almost every day now, and one person tells me there's a system error, it's been forwarded to the responsible team, and they'll contact me by email (yeah, right). The next day, another person tells me the payouts have been canceled—meaning they were canceled a second time, and the money has been added to my account (which isn't true; the money still isn't available on the new page). Then, I'm told the payout is still being processed. Seriously, do they even know what they're doing? Everyone tells me something different. My case has been forwarded to the responsible team, which apparently isn't working at all, at least three times now. I contacted them again today, with the explanation that once the team has finished reviewing my case, the money will be transferred to my account.
I have the feeling that I'm just being strung along and that they can't seem to get their provider/website changes under control. I'm already expecting to have to wait for months, only to be told in the end that I supposedly violated some rules, just so they won't pay me out... to me, this whole thing just seems like stalling and a scam by this casino.
Funnily enough, I also deposited €50 on the new website to test it out and wanted to withdraw €139.28. Oddly enough, the withdrawal team replied to me by email after three days, claiming I hadn't wagered the deposited money. Well, not a big deal, I'm pretty sure I had wagered it once, but I didn't care. I continued playing with the money and easily lost €200. I've now requested another €120 withdrawal. But the fact that the withdrawal team suddenly responded so quickly suggests they're trying to stall me regarding my €12,856. They also replied to another email I sent, in which I reported the website being unavailable. They informed me that my old account (on the old website) had been closed, a decision made by the management team. They told me I could create a new account on the new site and receive the sign-up bonus. This isn't relevant for me, because I can log in to the new site normally without creating a new account. Why would I need to? They've only changed providers; it doesn't mean my account is gone. In any case, I find it disrespectful that they respond to these emails but take weeks, and probably months, to deal with important matters like my €12,856. Absolutely pathetic company; I'll never play there again.
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2 weeks ago
Dear Crondy,
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, Martin (martin.l@casino.guru), 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
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2 weeks ago
Hello Crondy,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Woopwin Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us? What is the status of the user's funds?
Thank you in advance for providing us with your view of the issue.
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1 week ago
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.
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2 days ago
Dear Crondy,
Unfortunately, the casino has not provided a substantive response regarding your missing €12,856.49, despite being given sufficient time and being reminded that I was contacting it as your Casino Guru complaint resolver.
Since we have been unable to obtain an explanation, payment confirmation, or any meaningful update concerning your funds, I am forced to close the complaint as unresolved.
The complaint will remain publicly available and will negatively affect the casino’s rating. I understand that this is not the outcome you hoped for, but without the casino’s cooperation, there is nothing further I can achieve through our mediation process.
If the casino later provides relevant information or resolves the payment, the complaint may be reopened.
In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through its website at https://anjouangaming.com/submit-dispute/.
Please be aware that the Authority may not investigate or resolve an individual player dispute directly. Nevertheless, your submission may alert it to potential licensing or compliance concerns and help you identify the appropriate Alternative Dispute Resolution provider.
For guidance on submitting your complaint, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru.
I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best regards,
Martin
