Woopio Casino - Výplata hráčovy výhry se zpozdila.

Where do you live: Puerto Rico, unfortunately, it doesn't let me change it. I live in Germany.

Good day, I made a withdrawal at Woopio. After which they requested a complete verification. I fully complied with this. Afterward, nothing happened for several days.

I cancelled the withdrawal and reinitiated it. This was on 12.08.2023. Unfortunately, there has been no response till date.

Can you assist me with this?

Wo Leben sie : Puerto Rico leider lässt es nicht nicht ändern. Wohne in Deutschland.

Schönen guten Tag, ich habe eine Auszahlung bei Woopio gemacht. Danach wollten sie eine komplette Verifizierung. Diese habe ich komplett gemacht. Danach passierte Tagelang nichts mehr.

Habe die Auszahlung abgebrochen und erneut ausgeführt. Dieses war am 12.08.2023. Leider bis heute keinerlei Reaktion.

Können sie mir dort helfen ?

Dear Smokezilla89,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Smokezilla89,

Have you received your withdrawal from the casino yet?

No, no response to my inquiries. The only thing that is always asked when I have time for a phone call. But unfortunately also there then no reaction/call

Nein keinerlei Reaktion auf meine Anfragen. Einzige was immer wieder gefragt wird wann ich Zeit für ein Telefonat habe. Aber leider auch dort dann keine Reaktion/Anruf

Thank you for your reply, Smokezilla89. Have you made any successful withdrawals before? Do I understand correctly that the casino asked you for a verification call?

Have you accumulated your winnings with or without an active bonus?

Hello, no, I'm new to the casino and haven't had a payout there yet.

I earned the whole thing with a bonus. In my opinion, I adhered to the conditions there.

The casino wanted to call me about my activity in the chat because I asked them about the withdrawal.

the casino asked for my phone number and when it would be convenient for me.

I then gave them the phone number and said it was convenient for me at any time.

Unfortunately, there has been no response to date

Casino

Hallo, nein bin neu in dem Casino und habe bisher keine Auszahlung dort gehabt.

Ich habe das ganze mit einem Bonus erspielt. Dort habe ich mich meiner Meinung nach auch an die Bedingungen gehalten.

Das Casino wollte mich gerne bezüglich meiner Aktivität im Chat anrufen, da ich dort Nachfragte was mit der Auszahlung sei.

das Casino Fragte nach meiner Telefonnummer und wann es mir passen würde.

Habe ihnen dann die Telefonnummer gegeben und gesagt das es mir jederzeit passt.

leider bis heute keinerlei Reaktion vom

Casino

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Unfortunately I didn't take any screenshots of the chat, so I'm sorry.

The only thing I have is this email, unfortunately there is no response there either.

Habe leider keinerlei Screenshots vom Chat gemacht so leid es mir tut.

Einzige was ich habe ist diese Mail leider auch dort keinerlei Antwort mehr.

Thank you very much, Smokezilla89, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Smokezilla89!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the 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 may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Since the casino operates under the Costa Rica license which doesn't have the option to file an official complaint with the licensing authority, I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team