The player deposited money on 07/08/2024, but the funds never appeared in the transaction history. Despite sending screenshots and waiting 72 hours, the casino then requested bank statements from the 8th until that day. The player contacted the casino multiple times but received the same response to send bank statements, which he had already done. He decided to contact the payment provider but later expressed frustration and requested account closure. The complaint was rejected at the player's explicit request to close the issue.
Woopwin Casino - Player’s deposit is missing.
Amount: €14
Woopwin Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
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5 months ago
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I made a deposit on 07/08/2024 at 20:26. The money never appeared in my transaction history on their site. I have sent numerous screenshots and waited 72 hours. Today, they are asking me to send bank statements from the 8th up to and including today.
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5 months ago
Dear dirkbln66,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
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5 months ago
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I have contacted the casino several times. Whether via chat or email, I always get the same answer. Send bank statements in PDF format. I have already done that, but the answer is always the same. Send PDF....
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5 months ago
I understand that you have already contacted the casino numerous times. However, I was advising you to contact your payment provider, in your case Skrill. The payment provider has to investigate whether the money reached the casino or if there have been any problems or delays in the transaction processing.
Have you contacted your payment provider yet?
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5 months ago
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Hello. I haven't contacted the payment provider yet. But something has happened in the payment overview.
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5 months ago
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But the money has not come back. I will contact the deposit provider tomorrow.
Thanks 🙂
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5 months ago
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Today I contacted Woopwin. I always got the same answer. Standard text. Bank statements blah blah. They also didn't comply with my request to delete my account! I uploaded everything several times. I don't want to deal with them anymore. Thank you 🙂
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5 months ago
Have you contacted your bank to check if the transaction reached the casino? Or has the deposit been returned to your bank account?
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5 months ago
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I did not contact the bank. The amount arrived there safely. An employee of the casino knew without my knowledge that it was 14€. At the beginning of the problem he said in the chat. And you want to ask for a bonus for the 14€ deposit?? I said no. I want to see my deposit booked. So how did he know about the 14€?
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5 months ago
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PS. The money was not refunded.It is at Woopwin.Status of the bank transaction accepted
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4 months ago
Please send me the bank statement starting from the date you made your deposit (8 July) up to today at veronika.l@casino.guru. Thank you.
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4 months ago
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Nothing more fits. This is a screenshot from Skrill. There are no real bank statements in that sense!? But that should be enough, right?
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4 months ago
I believe there might have been a misunderstanding. I need your bank statement in PDF format from July 8 to today, in order to check if the 14 euro transaction has not been returned to your bank account, as it seems it has not reached the casino.
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4 months ago
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Hello. Thanks for the answer. So a bank statement is not possible. I paid with Mastercard via Skrill. There are no PDF bank statements there. Thank you for your effort!!
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4 months ago
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Here you can see that the money arrived at the casino!!
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4 months ago
Could you please send me your complete transaction history from your Skrill account from July 8th to today so that I can see that the screenshot was taken today? Thank you very much.
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4 months ago
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Thank you for your effort. Putting together the complete transaction history would require a lot of screenshots. With my experience, it is hardly possible to do this in one go. I contacted Woopwin to close my account permanently. I was then asked to send my date of birth and name and address. (I did this several times) They also want to know what I played last. That is really bad. I didn't play anything. They don't want to let anyone go. Woopwin is the worst casino I have ever played in. I am closing here now and saying thank you. Luckily it was only €14
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