Woocasino - Player's withdrawal has been delayed.

I have submitted all relevant plus more information for my withdrawal they have withdrawn my withdrawal 7 times today based on the most ridiculous things. First was I moved houses. The last one I have received is there not paying it until I take a selfie with my licence this a casino I have verified with. I have 42 emails with ridiculous requests they are prolonging not giving me my withdrawal

Dear Megs12345,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but 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. Each casino is unique and proceeds the verification process differently. It is understandable that the casino has to ask for additional documents if players change their home addresses.

Could you please indicate which documents exactly have you provided? Have you made any successful withdrawals before?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru

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,

Kristina

Hi Kristina

I have 8 approved documents and still that is not enough for them I have sent everything bills licence, bank my card screen shots of transactions. Another bill with my last address. Selfie with my licence another bill with my new address the list is endless. They are all approved but they won’t release money and keep adding it back to casino and asking for more verification I have not made any successful withdrawals from here.

Thank you very much Megs12345 for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Megs12345,

I will take care of your complaint from now on. I'd like to invite representatives of Woocasino into this discussion in order to provide us with an explanation of the situation and help us resolve the verification & withdrawal issue.  

Dear Woocasino,

Could you indicate what is causing the delay in approving Megs12345's documents and what steps can be made to successfully complete the verification process? Much appreciated!

Hello,

The documents were approved and the player in question was verified.

As we can see, there are no pending cashouts. All cashouts were approved, however, please note that it can take up to 5 business days for a withdrawal to reach the requester's bank.

We kindly ask you for some patience, if there will be no progress till Thursday, please contact our 24/7 support team.

Thank you.

Hello all,

I apologize for the late reply. Thanks to the Woocasino team for the reply.

Dear Megs12345,

Could you confirm the casino approved your cashouts? Have you been paid out? Please, let us know. Much appreciated!

I can confirm the casino has paid out and do apologise. This casino by far has the fastest withdrawals to bank account I have played at yet. Definitely recommend.

I am glad to hear you received your winnings, Megs12345! Thank you for letting us know. We will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.