The player from Germany is unable to withdraw winnings from Woopwin for almost a month due to a verification issue. The player is ready to provide the required bank statement but has not received the KYC email with the security link. The complaint was closed as the player resolved the issue with the casino.
Woopwin Casino - Player's withdrawal delayed due to verification issues.
Amount: €149
Woopwin Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Hello Guru Team.
For almost a month now, I have been facing an issue where Woopwin requires a bank statement so that I can withdraw my money. I'd be more than happy to provide a bank statement, only issue is that I'm not receiving the KYC email with the security link. I do receive promotional emails and update emails. Is there a solution to this?
Thank you in advance.
Automatic translation:
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7 months ago
Hello herold505,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Woopwin Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not or is it the bank statement only? Isn't there an option to upload the documents directly into your casino account? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
Hello Nick.
There was a problem that I didn't get the KYC email. Today I was lucky enough to have a dedicated support employee (Harley) in the chat. She tried very hard. I suggested changing the email address, which I did. The KYC email finally arrived at the new email address. We still asked ourselves why it no longer worked on the old address since all the other emails were also received, but good. Problem has now been solved with a new email address.
Nevertheless, thanks to the Guru Team for the quick editing here.
Automatic translation:
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7 months ago
Dear herold505,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
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