The player from Lower Saxony has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.
Woopio Casino - Withdrawal of player's winnings has been delayed.
Black points: 100
Amount: €342
Woopio Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
11 months ago
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1 year ago
Translation
Where do you live: Puerto Rico, unfortunately, it doesn't let me change it. I live in Germany.
Good day, I made a withdrawal at Woopio. After which they requested a complete verification. I fully complied with this. Afterward, nothing happened for several days.
I cancelled the withdrawal and reinitiated it. This was on 12.08.2023. Unfortunately, there has been no response till date.
Can you assist me with this?
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1 year ago
Dear Smokezilla89,
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
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1 year ago
Translation
No, no response to my inquiries. The only thing that is always asked when I have time for a phone call. But unfortunately also there then no reaction/call
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1 year ago
Thank you for your reply, Smokezilla89. Have you made any successful withdrawals before? Do I understand correctly that the casino asked you for a verification call?
Have you accumulated your winnings with or without an active bonus?
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1 year ago
Translation
Hello, no, I'm new to the casino and haven't had a payout there yet.
I earned the whole thing with a bonus. In my opinion, I adhered to the conditions there.
The casino wanted to call me about my activity in the chat because I asked them about the withdrawal.
the casino asked for my phone number and when it would be convenient for me.
I then gave them the phone number and said it was convenient for me at any time.
Unfortunately, there has been no response to date
Casino
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1 year ago
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Unfortunately I didn't take any screenshots of the chat, so I'm sorry.
The only thing I have is this email, unfortunately there is no response there either.
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1 year ago
Thank you very much, Smokezilla89, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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.
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1 year ago
Hello, Smokezilla89!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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1 year ago
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.
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1 year ago
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. 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 might 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.
Since the casino operates under the Costa Rica license which doesn't have the option to file an official complaint with the licensing authority, 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,
Pavel K
Casino Guru Team
