The player from Germany has requested a withdrawal just a few days ago. It hasn't been received yet. Player’s complaint has been resolved successfully.
On 2/2/22 I made a withdrawal request via Brite/instant payment. On the morning of February 3rd, I received an e-mail that the payment had been approved. Unfortunately, no money has been credited to my account. With Brite, it was always immediately on it. Now what annoys me: I asked the casino to send me a receipt of the payout by email to the support in order to check the IBAN data. Again, the casino is not responding to my email, as in other cases before. You can't reach anyone in the chat, no response to any previous mails. This is an impossible, ignorant way of dealing with customers. I want to know what's going on with the payout!
Dear nixcashi,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.
Best regards,
Petronela
I contacted the payment service provider myself, who, unlike the casino, offered excellent support and helped me immediately. As always, the casino did not even contact the support mail when I asked. I don't understand the latter and I don't understand it in any way.
The matter is thus settled, which was only due to the friendly, fast employee of the payment service provider.
Thank you very much, nixcashi, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
Yes, Petronela. The problem is solved. Can be closed. On the negative side, the Woop WIn support repeatedly didn't respond to my emails at all.
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, nixcashi, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru