The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The issue was resolved after the player confirmed that they had received their winnings following the completion of the necessary verification process. We marked the complaint as 'Resolved' in our system and appreciated the player's cooperation.
Woopwin Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Woopwin Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
Dear Guru Team,
On November 10, 2025, I deposited €10 at Woopwin Casino using a 500% bonus and was then able to withdraw €1000. I completed the KYC verification on the website and also received an email confirming the successful verification of my account.
The next day I received an email stating that further documents (proof of payment methods) were required, which I sent immediately.
Since then, I haven't received any response regarding the status of my verification or payout. Often, no one answers the customer support chat, even after a long wait.
I then sent another email asking about the status of my verification and payout, but I haven't received a reply yet.
Woopwin advertises payouts within 48 hours... unfortunately, I haven't seen any of that. I'm also very disappointed by the lack of customer support...
At other casinos of the "Starscream" brand, I could always expect very quick payouts, and customer support also responded faster.
Please help me contact Woopwin to receive my payout promptly.
Thank you !
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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 lmni,
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
Okay, yes, I can understand that in principle, but I would still like some kind of communication with Woopwin's support to be possible, since I'm simply not getting any response at all...
Okay, then I'll wait patiently 😉
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4 weeks ago
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As a small update...
Yesterday I was finally able to write to the support chat and briefly got hope, because the person in charge there assured me that my case and my documents would be forwarded to the responsible department and that I would hear from them soon.
Unfortunately, this morning I received the same email again, requesting that I attach the missing documents as a reply to the email, so it seems nothing has changed and the support agent was rather useless.
I then sent the requested documents back as an attachment to the email again (for the 5th time now), this time even more compressed, because I thought there might be a problem with the file size (the email was now only 2MB instead of 7MB before).
Then I waited another hour in the support chat for help, but they just fob you off with the same old platitudes anyway. After the agent assured me again that she had forwarded the case and documents to the responsible department, I told her that I had already heard the exact same thing in the support chat yesterday and that we weren't getting anywhere this way.
Even after I showed her screenshots proving that this was the 5th time I'd sent the documents, her help was absolutely meager; it was just the same old phrases, as if I were writing to a bot.
Why have we been going in circles about this for over a week? Will there finally be a verification or, better yet, a payout soon? It's incredibly frustrating dealing with this casino, and their customer support is anything but helpful...
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3 weeks ago
Translation
I received an email today confirming that my documents, and therefore my account, have been fully verified and that the payout is now being processed. That's good news! Even if it took longer than necessary...
I hope the payout will now happen within the 48-hour timeframe set by Woopwin and not take another week. As soon as everything is sorted out, I'll post an update here and close the case.
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear lmni,
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
