HomeComplaintsWoopwin Casino - Player’s struggling to complete account verification.

Woopwin Casino - Player’s struggling to complete account verification.

Amount: €435.5

Woopwin Casino
Safety Index:Below average
Submitted: 10 Mar 2022 | Case closed : 28 Mar 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.

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2 years ago
Translation

Hello, the problem is that they do not want my payments to be verified, which I sent both by email and live chat, but there is no answer.

Automatic translation:
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2 years ago

Dear Danijel,

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? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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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2 years ago

Dear Danijel,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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2 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

 


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