Woocasino - Player’s struggling to withdraw his winnings.

The casino will not allow withdrawal to Australia. No method works, however they will allow deposit, this isn’t right.

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. Could you please confirm that this were your first withdrawal request in this casino? Have you been advised to use any alternative payment method to withdraw your winnings?

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

Best regards,

Petronela

Hi,

I have made multiple withdrawal requests, via Visa withdrawal and Bitcoin. All of them have been denied. I believe it is scammy practice to accept deposits through Visa but not allow withdrawals, this wasn’t stated in the TOC!

Their solution was to deposit even more money up to $300 and do an international bank transfer, big red flag! Or open a different bank account that they ‘support’. There is no chance I am sending them more money, and it seems the other bank account they suggest opening has not been successful for other people. I have tried to instigate a debit card chargeback, but would prefer if I didn’t have to, Australian players should be warned!

Thank you very much, Daniel, for your reply. I will now transfer your complaint to my colleague Peter 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.

Hi Daniel,

I'm taking over your complaint. I will contact the casino and see if I can help you.

We would like to ask the Woocasino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Daniel,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in 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. As a last resort you could contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint with them. It's not the best license out there, but they might be able to help. Please let me know how the gaming authority responded (my email address: peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

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. We received the following message from the casino:

"Hello, we would like to clarify the situation. The player made a deposit using a bank card but requested a withdrawal to a cryptocurrency wallet, which is not stipulated by our rules. We do not exchange fiat funds for cryptocurrency. If the deposit was made from a card, the withdrawal must be made to a card or bank account. All conditions are detailed on our website. Thank you for your understanding and co-operation!"

Dear Daniel,

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.

Hi Peter,

Thanks for looking into this, at this point (4 years later) I've made peace with the fact I'm never getting the measly $40 back. You may close this case as its not worth it to pursue. However, I am unsatisfied with the way woocasino handled accepting the money without disclaimer.

EDIT: I did try log in to woocasino, however my account is locked, so regardless I would not even be able to login to attempt a withdrawal.

A resolution I would be happy with, would be them updating their service to deny australian cards.

Hi Daniel,

Thank you for your reply. We completely understand and will close the complaint.

Dear Woo Casino,

We recommend adding a disclaimer or popup window to the casino's software to inform players about the deposit and withdrawal process to prevent future situations like this.

Best regards,

Peter