Woocasino - Player’s refund seems to be delayed.

Absolutely rubbish security all of a sudden decided to close my account but I was still allowed to depsoit after the closure mind you they still didn't give me explanation for my account closure anyways they said they will refund the 85 dollars I deposited after chasing them around on the 16th of December 2022 they said it had been processed it cab take anywhere from 1 to 7 business days today it's the 3 of January and all they keep saying to me is that they have prioritised it they are full of shit it's 85 dollars what the hell is wrong with you

Dear Adjokic97,

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

Do I understand correctly that after the casino decided to close your account, they are refunding you the deposit that you were able to make in the casino after the fact? Could you please advise if there was any withdrawable balance on your casino account prior to the casino’s decision to close your account? Could you advise which method is the casino using to refund you your balance?

Thank you in advance for your reply.

Best regards,

Tomas

Yes sir that is correct my account was foreseen for closure for not apparent reason well I didn't get given one and they apologised I was able to still depsoit so they said that they will refund me the 85aud back into my account and that's where all the games started wasting time going back and forth saying they need this number of the bank etc etc Taking long to respond then finally on the 16th I received this email stating my refund has been processed and finalised and I'm sure it was bank transfer as they asked me fkr my bsb and account number and no I have never withdrew from the casino and my depsit methods where visa debit card and neo surf

Thank you very much, Adjokic97, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Adjokic97,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Woocasino to join the conversation.

Dear Woocasino,

Can you please provide some information regarding the delay in the player's refund?

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.

Dear Adjokic97,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

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

Hello,

We would like to inform you that the player successfully withdrew cryptocurrency funds on 6 January 2023 at 13:18:18. Thank you all for your assistance in resolving this issue and your cooperation. If you have any additional questions, our team is always ready to provide support!

Thank you for your response, Woocasino team.

Dear Adjokic97,

I understand that this matter took place some time ago, but it appears that you have received the funds. Could you kindly confirm whether we can regard this case as resolved?

Dear Adjokic97,

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.

Dear Adjokic97,

The casino team has confirmed the payment date in their previous email, which was also sent to you. Considering your absence of communication that would typically accompany non-receipt of funds, it was concluded that you have indeed received the funds successfully. Since we haven't received further confirmation or any additional assistance requests from you, we regretfully must close this complaint as rejected. I'd like to express gratitude to the casino team for their cooperation.

Feel free to reach out if you encounter any issues with this or any other casino in the future, and we'll do our utmost to assist you.

Best regards,

Michal

Casino Guru