Woocasino - Player is struggling to complete the account verification.

I am super frustrated with woo. So I changed to them as 4 friends recommended them, they withdraw regularly with no issues. I am a big player, I have deposited a lot of money on woo, decided it was time to withdraw especially as I realised i have quite a few deposits that never made it to my casino account which I am waiting to see if they return to my bank.

Anyway I submitted a withdrawal of 4k the maximum and only had the option of bitcoin or bank transfer. I've been denied multiple times and have been kyc verified with every possible document they could request , licence bank statements neosurf account selfie with licence cards bank and front, income pttog... my last withdrawal request was 24 hours ago which I submitted after I recieved the last helpful email that wasn't a generic reply saying that I needed to include my banks full address. I replied as there is nowhere for me to do this- multitude of generalise replies. So I tried live chat and was told I had a space in my bsb. Since resubmitting it just says pending, nothing else. My VIP host said she would check the status and get back to me, again no reply. I would simply like to know if i have submitted it correctly... all the bad reviews I am reading has me quite worried although I know all my friends have withdrawn, 1 who makes regular large withdrawals.

Please help me! I have enjoyed playing woo but this customer service is the worst I've ever experienced!

Dear Shanns26,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thanks for the fast reply Petronela

Yes I was told via chat that I had submitted all documents required for KYC. And they all have a green tick now. So I believe it's just bank details however no one will actually reply to me with clear confirmation, as per the emails they just keep saying its in a live queue to wait and if the bank details are wrong it won't go through

Thank you very much, Shanns26, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Woocasino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Dear Shanns26,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Woocasino,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello,

In order to complete the verification, the player in question needs to proceed with the video verification.

 In some cases The Company may require verification via a live video call (Skype). 

https://www.woocasino.com/terms-and-conditions

Also, the player was informed about the decision via email.

Please note that in this particular case the video verification is mandatory and no withdrawals will be made unless it is passed.

Thank you.

Hi, thank you for your response woo. I definitely do not have an email regarding anything to do with video verification - I just also rechecked my spam folder - is it possible to resend this to me please and I will reply promptly?

Hello,

The email was sent to your registered email, twice.

We kindly ask you to check your inbox for the email you registered at Woo.

Thank you.

Dear Shanns26,

Have you received the email from the casino?

I am looking forward to your response.

Kind regards,

Stefan

Dear Shanns26,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.