Woopwin Casino - Player’s documents haven’t been approved.

Hallo,

Ich wollte bei Woopwin meine Gewinne auszahlen lassen. Ich weiß, dass KYC ist benötig, ich habe alle Unterlagen verschickt seit 2 Wochen, aber passiert nichts. Ich habe an Support schon 2 E-mail geschrieben, aber bis jetzt habe gar kein Antwort gekriegt.

Grüsse,

Natalia

Dear nataliagonczi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take some time to collect and review all details from provided documents and mark the account as verified.

Could you please clarify which documents have you provided and when exactly?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Liebe Kristina,

Ich habe alles am 25.03. verschickt an Casino. Also Ausweis, Adresse, Bank Daten. Ich kann verstehen wenn man warten muss, aber ich kriege seit dann gar kein Antwort.

Natalia

Thank you very much nataliagonczi for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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 nataliagonczi,

I looked at your complaint and will do my best to help you. I would like to invite Woopwin Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hallo Viliam,

Leider mein Identification Process hängt seit mehr,als 2 Wochen. Ich habe schon auch 2x E-mail geschrieben, aber habe auch gar kein Antwort gekriegt.

We would like to ask the Woopwin 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact the Malta gaming authority. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, 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.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint at the request of Woopwin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear nataliagonczi,

My name is Michal and I will be taking over this case. I have been informed by the casino that your accounts passed the KYC verification procedure, can you confirm this statement so we can close this complaint as resolved in our system?

Dear nataliagonczi,

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.

Dear Woopwin Casino,

I have sent you an email and I am awaiting your reply.

Since I have received a confirmation from the player that their account is verified, I am closing this complaint as resolved.

Dear nataliagonczi,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V, Casino.Guru