The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. It has been received.
Woopwin Casino - Player’s struggling to complete the account verification.
Amount: €2,568
Woopwin Casino
Safety Index:Above averageSafety Index
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7.1
Woopwin Casino has a Safety Index of 7.1, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I registered at the Woopwin Casino on September 22nd.
My KYC verification documents sent on 9/23.
Confirmation email for verification received on September 27th at 12:22 pm.
Request to receive my last paycheck and bank statement of the account with which I had paid for a further verification on 09/27 at 18:19.
I sent the documents (reluctantly!) On September 27th at 6:44 pm.
Payouts requested on 09/24 and 09/27.
I sent an email to the support several times (3x) via their support mail. I got no answer. Then wrote the live support. They apologize for the inconvenience. Then I received an email (02.10) that my account should still be verified and that I should be patient. They would then contact you.
I wrote to the live support on October 4th and October 5th. In both conversations, reference was only made to the mail dated October 2nd.
On October 7th, I was even ignored in live support. The conversation was opened, but after 10 minutes and when I asked, I got no answer.
Total deposit amount: 1700 €
Payout amount: 2568.20 €
Automatic translation:
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3 years ago
Dear Denis,
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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been advised 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
Hello Petronela,
thank you for opening my case.
It's not the first time I've verified myself at an OC, but it's the first time I've been given so little education.
As already mentioned, I wrote to support several times both live and via email and was simply ignored. I can also upload screenshots of my emails for this purpose.
To answer your question:
No, I wasn't told there was a specific problem. Communication was in short supply.
Thanks again.
Kind regards
Denis
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3 years ago
Thank you very much, Denis, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Denis,
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
Translation
Hello Viliam,
I wanted to find out whether you have heard something by now?
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3 years ago
Dear Denis,
we still haven't received a reply from Casino. If there will be something new, you'll be notified by email.
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3 years ago
Translation
Dear Viliam,
I just got an email that my withdrawal has been approved and is on the way.
As soon as the money is in my account, the subject could be closed.
Still strange that it took so long and one was ignored by the support.
Thanks very much
Denis
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3 years ago
Dear Denis,
thank you for informing me, let me know when you'll receive your winnings, please.
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3 years ago
Translation
Dear Viliam,
the money finally arrived.
Thank you for the opportunity to use my complaint through your forum.
The case can thus be closed.
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3 years ago
Dear Denis,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
