The player from Germany faced withdrawal issues. After verifying her account by submitting documents, he did not receive any updates despite multiple inquiries. He had 26,000€ in pending withdrawals. The Complaints Team stated that since the player's winnings were gambled away and the account verification was not completed, there was limited assistance that could be provided. Consequently, the complaint was closed.
Woopwin Casino - Player's withdrawal is delayed and pending verification.
Amount: €26,000
Woopwin Casino
Safety Index:Above averageSafety Index
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7.1
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Closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Hello, I signed up normally at Woopin and deposited around €3500. After 2 days, I went through many games and won a total of €54,000. I then wanted to withdraw it. I had to verify my account, which I did by submitting all the required documents via email. After that, I heard nothing more, and the live chat created a ticket for me. Since then, I've been waiting and have emailed them three times. After reading everywhere that many people have problems with withdrawals and verification, I'm very worried. Unfortunately, I canceled some of the withdrawals and lost everything, so now I only have €26,000 left, and I'm waiting for the withdrawal and verification process. I didn't have such problems with other providers. What should I do now? They are taking so much time on purpose because they see that I am playing a lot and always playing on €50-games. They think I will cancel and lose everything anyway. That's what I think.
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2 months ago
Dear Angelobruno,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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2 months ago
Translation
Okay, I understand, thank you very much for what you are there for us, we feel let down somehow. I will wait a little longer but it is strange, I would like to continue playing but I will wait first because if you don't get any money then unfortunately I will have to play somewhere else first
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2 months ago
Dear Angelobruno,
I completely understand you wish to enjoy your winnings as soon as possible.
Could you please advise whether your payout has been processed yet?
Please let me know,
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2 months ago
Translation
Good day, no, unfortunately not, I got an answer yesterday because they didn't answer my question. I also didn't get an answer that my account isn't verified. Unfortunately, I canceled everything out of anger and continued to gamble away everything. Because I thought the money would be in my account quickly, I gambled away my private money in a real casino. Unfortunately, I'm now financially ruined. I'm going to hire a lawyer in Malta next week. Because this casino is ripping us all off. I want my money back.
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2 months ago
Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place.
Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I'll close the complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.
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2 months ago
Translation
Yes, the fact that I lost all my money again is another matter, but if they haven't verified me for almost 3 weeks and never answer my questions and keep comforting me by saying it's taking time and they'll get back to me, that's another matter. These are very dubious sites and you should publish it so that other people don't fall for it as a protection. Why does it work for everyone else but not for them?
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