Woopwin Casino - Играчът се бори да завърши проверката на акаунта.

I registered at the Woopwin Casino on September 22nd.

My KYC verification documents sent on 9/23.

Confirmation email for verification received on September 27th at 12:22 pm.

Request to receive my last paycheck and bank statement of the account with which I had paid for a further verification on 09/27 at 18:19.

I sent the documents (reluctantly!) On September 27th at 6:44 pm.

Payouts requested on 09/24 and 09/27.

I sent an email to the support several times (3x) via their support mail. I got no answer. Then wrote the live support. They apologize for the inconvenience. Then I received an email (02.10) that my account should still be verified and that I should be patient. They would then contact you.

I wrote to the live support on October 4th and October 5th. In both conversations, reference was only made to the mail dated October 2nd.

On October 7th, I was even ignored in live support. The conversation was opened, but after 10 minutes and when I asked, I got no answer.

Total deposit amount: 1700 €

Payout amount: 2568.20 €

Ich habe mich beim Woopwin-Casino am 22.09 angemeldet. 

Meine Dokumente für die KYC-Verifizierung am 23.09 gesendet.

Bestätigungsmail für die Verifizierung am 27.09 um 12:22 erhalten.

Aufforderung meine letzte Gehaltsrechnung und Bankauszug des Kontos, mit dem ich eingezahlt hatte, für eine weiter Verifizierung am 27.09 um 18:19 erhalten. 

Ich habe die Dokumente (ungern!) am 27.09 um 18:44 gesendet.

Auszahlungen am 24.09 und 27.09 beantragt.

Habe mehrmals (3x) dem Support über deren Supportmail eine Mail geschickt. Ich erhielt keine Antwort. Anschließend den Live-Support geschrieben. Die entschuldigen sich für die Umstände. Daraufhin erhielt ich eine Mail (02.10) das mein Konto noch immer verifiziert werden soll und ich mich gedulden solle. Sie würden sich dann melden. 

Ich schrieb am 04.10 und am 05.10 dem Live-Support. Bei beiden Gesprächen wurde nur auf die Mail vom 02.10 verwiesen.

Am 07.10 wurde ich im Live-Support sogar ignoriert. Das Gespräch wurde eröffnet, jedoch nach 10 Minuten und auf Nachfragen erhielt ich keine Antwort.

Einzahlungsbetrag insgesamt: 1700€

Auszahlungsbetrag: 2568,20€ 

Dear Denis,

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.

Have you been advised what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

thank you for opening my case.

It's not the first time I've verified myself at an OC, but it's the first time I've been given so little education.

As already mentioned, I wrote to support several times both live and via email and was simply ignored. I can also upload screenshots of my emails for this purpose.

To answer your question:

No, I wasn't told there was a specific problem. Communication was in short supply.

Thanks again.

Kind regards

Denis

Hallo Petronela,

vielen Dank für die Eröffnung meines Falls.

Es ist nicht das erste Mal, dass ich mich bei einem OC verifiziere, aber das erste Mal, dass ich so wenig aufgeklärt werde.

Wie schon erwähnt, ich habe mehrmals dem Support geschrieben sowohl Live als auch per email und wurde einfach ignoriert. Hierzu kann ich gerne auch Screenshots von meine Mails hochladen.

Um deine Frage zu beantworten:

Nein, mir wurde nicht gesagt, dass es ein bestimmtes Problem gibt. Kommunikation war Mangelware.

Nochmals vielen Dank.

Mit freundlichen Grüßen

Denis

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

I looked at your complaint and will do my best to help you. I would like to invite Woopwin Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hello Viliam,

I wanted to find out whether you have heard something by now?

Hallo Viliam,

Ich wollte mich mal informieren, ob du mittlerweile was gehört hast?

Dear Denis,

we still haven't received a reply from Casino. If there will be something new, you'll be notified by email.

Dear Viliam,

I just got an email that my withdrawal has been approved and is on the way.

As soon as the money is in my account, the subject could be closed.

Still strange that it took so long and one was ignored by the support.

Thanks very much

Denis

Lieber Viliam,

ich habe soeben eine Mail bekommen, dass meine Auszahlung genehmigt wurde und auf dem Weg ist.

Sobald das Geld auf meinem Konto ist, könnte man das Thema schließen.

Dennoch merkwürdig, dass es so lange gedauert hat und man vom Support ignoriert wurde.

Vielen Dank

Denis

Dear Denis,

thank you for informing me, let me know when you'll receive your winnings, please.

Dear Viliam,

the money finally arrived.

Thank you for the opportunity to use my complaint through your forum.

The case can thus be closed.

Lieber Viliam,

das Geld kam endlich an.

Vielen Dank für die Möglichkeit meine Beschwerde über euer Forum zu nutzen.

Der Fall kann somit abgeschlossen werden.

Dear Denis,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru