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Hello, I am having difficulties getting verified at the said casino in order to be able to withdraw 1200 euros. Emails are not replied to, and in live support you are also hardly noticed if you get an employee into the chat. Documents (ID card and invoice were sent on December 30th, 2021 as well as on December 31st, 2021 account statement or 3.1.2022 account statement) were sent, but without even having received an answer by email. All inquiries about the state of affairs via email and live chat are not answered.

Hallo, ich habe Schwierigkeiten mich bei besagtem Casino verifizieren zu lassen um somit 1200 Euro auszahlen lassen zu können. Auf Emails wird nicht geantwortet, im Livesupport wird man ebensfalls kaum beachtet, wenn man denn dann mal einen Mitarbeiter in den Chat bekommt. Dokumente (Ausweis und Rechnung wurden am 30.12.2021 sowie 31.12.2021 Kontonachweis bzw. 3.1.2022 Kontoauszug) wurden verschickt, allerdings ohne auch nur eine Antwort per Email bekommen zu haben. Auf sämtliche Nachfragen über den Stand der Dinge per Email sowie Livechat wird nicht eingegangen.

Dear Marco,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

No, I wasn't. If I hadn't checked in the chat after the first attempt to request a payout (that was mine before Christmas), I would not have heard of the verification. So far, Woopwin has not contacted me of its own accord, if at my request. So far I have never had problems verifying an account with my documents. During the last chat with an employee, I was put off because eight financial agents apparently fell ill with Corona. For me this is a delaying tactic in order to obtain a possible gamble of the profit. So far I have only had this experience with casinos licensed in Curacao. I didn't think such a scam was possible for Malta Casinos.

Nein, wurde ich nicht. Hätte ich nach dem ersten Versuch, eine Auszahlung zu beantragen (das war mein ich vor Weihnachten schon) nicht im Chat nachgehakt, hätte ich von der Verifizierung auch nichts gehört. Von sich aus hat sich Woopwin bisher nicht gemeldet, wenn dann auf meine Nachfrage hin. Bisher hatte ich noch nie Probleme mit meinen Dokumenten ein Konto zu verifizieren. Beim letzten Chat mit einem Mitarbeiter wurde ich weiter vertröstet, da scheinbar acht Finanzagenten an Corona erkrankt sind. Für mich ist das eine hinhalte Taktik, um ein eventuelles verspielen des Gewinnes zu erwirken. Diese Erfahrung habe ich bisher nur mit in Curacao lizensierten Casinos gemacht. Für Malta Casinos hielt ich so eine Masche für nicht möglich.

Thank you very much, Marco, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Marco,

I looked at your complaint and will do my best to help you. I would like to invite Woopwin Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

We would like to ask the Woopwin 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’.

In the meantime, one can even speak of a denial of the possibility of verification. I got the okay today for proof of address, bank statement and ID card. In addition, a request to send the remaining documents, but without saying what they are. I was also denied this information beforehand. How is that supposed to work then? I assume that the bank card is still missing. Is there a standard as to whether and if so, which numbers in the IBAN must be blacked out? I get no response to emails about this or in the live chat. If this continues, what other options do I have? Is it worth making a complaint to mga?

Mittlerweile kann man sogar von Verweigerung der Möglichkeit der Verifizierung sprechen. Ich bekam heute das Okay für Adressnachweis, Kontoauszug und Personalausweis. Darüberhinaus eine Aufforderung die restlichen Dokumente zu senden, ohne aber zu sagen welche das sind. Im Vorfeld wurde mir diese Informationen ebenfalls verweigert. Wie soll das denn dann auch funktionieren? Ich vermute, dass die Bankkarte noch fehlt. Gibt es da eine Norm, ob und wenn ja, welche Zahlen der IBAN geschwärzt sein müssen? Auf Emails diesbezüglich sowie im Livechat bekomme ich keine Antwort. Wenn das so weiter geht, welche Möglichkeiten habe ich noch? Lohnt sich eine Beschwerde bei der mga?

best example. I am supposed to upload the missing document without knowing which document. I am supposed to use the following link although there is no link to follow at all.

bestes Beispiel. Ich soll das fehlende Dokument hochladen ohne zu wissen welches Dokument. Ich soll folgenden Link benutzen obwohl da überhaupt kein Link zum folgen ist.

Dear Marco,

if they'll not respond in the set time frame you should contact MGA.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Malta gaming authority. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint at the request of Woopwin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Chap09,

My name is Michal and I will be taking over this case. I have been informed by the casino that the verification process was completed successfully and that the withdrawal was paid out to you. Can you confirm this fact so we can change this complaint's status to resolved in our system?

Dear Chap09,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Dear Woopwin Casino,

I have sent you an email and I am awaiting your reply.

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.