Woohoo9 Casino - Withdrawal of player's winnings has been delayed.

Was meant to receive a withdrawal amount of $10,209.65 osko payment held for 24hrs on the 1/6/2024

money never received went to my bank and went to the deposited bank accounts bank and they confirmed it would’ve been in 72 hours, otherwise they would’ve canceled the payment. They keep saying they sent it out, but it’s been 8 days. They ignore my account when I send them messages and just send love

hearts. they sent the payment to my number payid but never updated my details to my account on the Platform and still sent it through.

Dear angelpereira97,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They will deny any deposits to my account

Please is there any update, on my winning funds. I still haven’t received nothing at all and they said it was coming from an ANZ account, but I checked the bsb and acc and its commonwealth just scammers

Dear angelpereira97,

Have you received your withdrawal from the casino yet?

No I have not, it’s been 14 days,

And the payment I typed incorrectly the correct amount is $10.209. 56

Thank you for your reply, angelpereira97. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

no haven’t made any successful withdraws at all,

yes I sent selfie photos with ID in hand, send other identification as a double confirmation( Medicare, and government document)

no active bonus

It had now been 18 days, I have gone to my bank and nothing in my account is pending…

Please I really hope you can help Kristina, because it is a lot of money, I’m also willing to take legal action against them if your help is not successful.

Please Kristina, I need to know how what is my case looking like and my chances of receiving my money is?

Thank you very much, angelpereira97, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Okay thank you

Dear angelpereira97, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Woohoo Casino outside this complaint thread and let you know any new information once I receive it.

They say they have sent the payment, I ask for proof they won’t disclose any information on depositing my money.

i asked them to change my old bank details before sending transaction, they said okay, so when withdraw was processed they sent it to my pay id which was the new payid correct. But the details on my account wasn’t changed, and when I told them after they sent the payment and finally they put my new details on, the transaction history where it says completed came up as failed.

The same day the had IT ISSUES

@woohoo9 I still haven’t received my winnings

I’ve asked for evidence of the payment on their end, and still haven’t been able to provide evidence of the payment.

they just tell me to contact my bank over and over again.

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.

Katrina, but this doesn’t help me solve my money. Is there anything we can do to get the money solved

?

My withdraw should’ve been after the first deposit on the 1st of June. And now they wiped it and changed the dates so the 5th June only appear

Dear angelpereira97, 

I am having no luck communicating with this casino. They refuse to provide their email address and when I talk to them via live chat, they refuse to discuss your case. They suggest the client (you) contact them if there is any issue. That is where all our discussions end. I am going to talk to them once again today.

Dear angelpereira97, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, Woohoo9 Casino received a ‘4.2 bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.