The player from Germany had requested temporary deactivation of their account, but upon attempting to reopen it, found it permanently closed without explanation. The player sought to withdraw the balance of €240. The issue was presumably resolved as the casino confirmed that the payout would be processed, although the account remained permanently closed due to a decision made by the casino's security department without further explanation. Since we didn't receive confirmation from the player whether he received the money, the complaint was closed accordingly.
Woocasino - Player’s account has been closed permanently.
Amount: €240
Woocasino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
Hello, I requested for my account to be deactivated temporarily. I have a balance of €240 in this account. When I asked to reopen my account, I was told it is permanently closed without being given a reason.
I asked to withdraw my money. I sent an email to support@woocasino.com, but no one has responded, and the Live Chat is unable to help.
Automatic translation:
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1 month ago
Dear Marvsan,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Woocasino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were have you been a player of the casino?
- When did you request for your account to be closed temporarily and when did you learn the account was blocked permanently?
- 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?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Translation
So the money will be paid out to me, but my account will remain permanently closed because the casino's security department decided so; there was no reason given.
Automatic translation:
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4 weeks ago
Thanks for the update.
Has your payout reached your bank account?
May we consider the issue resolved?
Please let me know.
