The player from Germany experienced difficulties withdrawing his winnings due to ongoing verification. The casino did not respond. The Complaints Team intervened, which allowed the casino to address the issue. However, they did not address further queries, which led to the complaint being closed as unresolved.
Woopwin Casino - Player’s struggling to complete account verification.
Black points: 490
Amount: €1,200
Woopwin Casino
Safety Index:Above averageSafety Index
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7.1
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Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
4 weeks ago
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3 years ago
Translation
Hello, I am having difficulties getting verified at the said casino in order to be able to withdraw 1200 euros. Emails are not replied to, and in live support you are also hardly noticed if you get an employee into the chat. Documents (ID card and invoice were sent on December 30th, 2021 as well as on December 31st, 2021 account statement or 3.1.2022 account statement) were sent, but without even having received an answer by email. All inquiries about the state of affairs via email and live chat are not answered.
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3 years ago
Dear Marco,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
No, I wasn't. If I hadn't checked in the chat after the first attempt to request a payout (that was mine before Christmas), I would not have heard of the verification. So far, Woopwin has not contacted me of its own accord, if at my request. So far I have never had problems verifying an account with my documents. During the last chat with an employee, I was put off because eight financial agents apparently fell ill with Corona. For me this is a delaying tactic in order to obtain a possible gamble of the profit. So far I have only had this experience with casinos licensed in Curacao. I didn't think such a scam was possible for Malta Casinos.
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3 years ago
Thank you very much, Marco, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Marco,
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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3 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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3 years ago
Translation
In the meantime, one can even speak of a denial of the possibility of verification. I got the okay today for proof of address, bank statement and ID card. In addition, a request to send the remaining documents, but without saying what they are. I was also denied this information beforehand. How is that supposed to work then? I assume that the bank card is still missing. Is there a standard as to whether and if so, which numbers in the IBAN must be blacked out? I get no response to emails about this or in the live chat. If this continues, what other options do I have? Is it worth making a complaint to mga?
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3 years ago
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best example. I am supposed to upload the missing document without knowing which document. I am supposed to use the following link although there is no link to follow at all.
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3 years ago
Dear Marco,
if they'll not respond in the set time frame you should contact MGA.
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3 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 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.
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4 months ago
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 Chap09,
My name is Michal and I will be taking over this case. I have been informed by the casino that the verification process was completed successfully and that the withdrawal was paid out to you. Can you confirm this fact so we can change this complaint's status to resolved in our system?
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3 months ago
Dear Chap09,
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.
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3 months ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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3 months ago
Dear Woopwin Casino,
I have sent you an email and I am awaiting your reply.
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3 months 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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4 weeks 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. In the meantime, I recommend you contact the Kahnawake Gaming Authority (complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Michal V
