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

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

Black points: 1004

Amount: €24,000

Woopwin Casino
Safety Index:Below average
Submitted: 27 Nov 2021 | Unresolved : 17 Feb 2022
Unresolved Our verdict

No reaction policy, good regulator

UNRESOLVED

Case summary

2 years ago

The player from Germany is experiencing difficulties verifying his account. The casino failed to respond and we were forced to close this complaint as 'unresolved'.

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2 years ago
Translation

Good day,


I have been playing at this casino for several months and have deposited several thousand euros over this time.

(no bad payment or anything else !!!)


Now I've finally won (24000euro) and now they don't want to pay out. Or I have to verify my account, which is not a problem for me. But woopwin doesn't give me the opportunity to do so. If you ask repeatedly, you will be put off that the responsible department will send me a link within 72 hours where I can complete the verification. It's been going on since November 19th 🙁 the support sometimes even ignores you and others simply say that everything is ok and I should wait even though I know that I have to verify myself.


So I urgently ask you for help.


I look forward to hearing from you.


thanks


Mfg Ron K *****


Edited by a Casino Guru admin
Automatic translation:
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2 years ago

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

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2 years ago
Translation

Hello, yes that the verification is important, I understand and I have no problem doing that. But as you have correctly recognized, I do not get a link for my documents. I checked every email up to and including the first welcome email, also in the span folder. I tried everything via live support via email etc., unfortunately without success. I have now also written to the mga and asked for help.


Mfg ron


Automatic translation:
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2 years ago

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.

 

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2 years ago

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.

Edited by a Casino Guru admin
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2 years ago

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.

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2 years ago

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.

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