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

Guten tag,

Ich spiele schon mehrere Monate on diesem Casino und habe mehrere tausend Euro eingezahlt über diese Zeit.

( keine fehlzahlung oder sonstiges!!! )

Jetzt habe ich endlich mal gewonnen (24000euro) und nun wollen sie nicht auszahlen. Bzw muss ich mein Konto verifizieren, was auch gar kein Problem für mich ist. Aber woopwin gibt mir keine Möglichkeit dazu. Auf mehrmalige Nachfrage wird man vertröstet das sich innerhalb 72 Stunden die zuständige Abteilung mir ein link schickt wo ich die verifizierung abschließen kann. Das läuft jetzt schon seit 19.11 so 🙁 der Support ignoriert einen sogar manchmal und andere sagen auch einfach das alles ok ist und ich warten soll obwohl ich weiß das ich mich verifizieren muss.

Demnach bitte ich sie dringend um Hilfe.

Ich freu mich von Ihnen zu hören.

Danke

Mfg Ron K*****

Dear Ron,

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.

Do I understand correctly that you haven't received a link through which you could upload your personal documents? Have you checked the junk or spam email inbox? I have created an account myself to check if there is a possibility to upload personal documents for the KYC, unfortunately, that's not the case.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hallo, ja das die verifizierung wichtig ist verstehe ich und ich habe kein Problem das zu tun. Aber wie sie richtig erkannt haben bekomme ich kein link für meine Dokumente. Ich habe jede Email bis hin zur ersten willkommen Mail geprüft, auch im span Ordner. Ich habe per live Support per Mail usw alles versucht, leider ohne Erfolg. Ich habe jetzt auch die mga angeschrieben und um mit Hilfe gebeeten.

Mfg ron

Thank you very much, Ron, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Ron!

From now on, I will be taking care of your complaint and hopefully make our way to the successful resolution. In order to proceed, I would like to invite representatives of Woopwin Casino into this complaint's thread to provide us with an explanation and help us to resolve the issue.

We would like to ask 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’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

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

The casino can reopen this complaint anytime.

Dear Ron,

I hope this message finds you well. My name is Katarina, and I will be handling your complaint moving forward. We’ve reopened this case at the request of Woopwin Casino, as we would like to provide an opportunity to resolve the matter satisfactorily for all parties involved.

We received communication from Woopwin Casino indicating that you have received your funds. Could you please confirm whether this is accurate?

Thank you for your cooperation. I look forward to your response.

Dear Ron ,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to close this complaint.

The player can reopen this complaint at any time.