The player from Germany is having difficulties withdrawing winnings due to incomplete verification. Casino didn't respond.
Woopwin Casino - Player’s documents haven’t been approved.
Black points: 64
Amount: €500
Woopwin Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.1
Woopwin Casino has a Safety Index of 6.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi there,
I wanted to cash out my winnings at Woopwin. I know that KYC is required, I have sent all documents for 2 weeks, but nothing happens. I've written 2 emails to support but haven't gotten a reply yet.
Regards,
Natalia
Automatic translation:
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2 years ago
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
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2 years ago
Translation
Dear Kristina,
I have everything on 25.03. sent to casino. So ID, address, bank details. I can understand if you have to wait, but I haven't gotten an answer since then.
Natalia
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2 years ago
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.
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2 years ago
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?
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2 years ago
Translation
Hello Viliam,
Unfortunately, my identification process has been hanging for more than 2 weeks. I've already written 2x e-mail, but I didn't get an answer at all.
Automatic translation:
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2 years ago
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’.
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2 years ago
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.
