Woocasino - La jugadora está luchando por retirar sus ganancias.

Hi. The support in woocasino tells me that it is not possible to make a withdrawal via a bank card, even if the deposit is normally valid. The bank told me they didn't even see any payout attempt. So I tried the second way. I also have a Skrill account (I have already withdrawn money through it). Now my choice has disappeared. I tried to deposit on their website via Skrill, directly by clicking on a link on their website and it automatically redirects me to deposit via bank card. I have the Mifinty payment method stored there, which I have never used. Thank you

Ahoj. Podpora ve woocasino mi tvrdí,že nelze provést výběr přes bankovní kartu i když vklad z ní normálně jde. V bance mi řekli,že ani nevidí nijaký pokus o výplatu. Zkusila jsem tedy druhý způsob. Mám založený i účet Skrill (již jsem přes něj peníze vybírala). Teď mi ta možnost výběru zmizela. Zkoušela jsem u nich na webu vložit přes Skrill,přímo kliknutím na jejich webu na odkaz a automaticky mě to přesměruje na vklad přes bankovní kartu. Mám tam uloženou platební metodu Mifinty,kterou jsem nikdy nepoužívala. Děkuji

Dear Tereza,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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

Yes, my account is fully verified. In the past, withdrawals went through both the bank card and the skrill. They have the option through Skrill, which I have active. However, if I want to make a deposit via Skrill, then activate it with them and then withdraw the money, then after clicking on the Skrill deposit link, it redirects me to the card deposit. I wrote them to ask for a Skrill email and enter it manually in my Skrill account, so they didn't like me.

Ano, můj účet je zcela ověřen. V minulosti šly výběry jak přes bankovní kartu,tak i přes skrill. Mají možnost i přes Skrill, který mám aktivní. Když však chci provest vklad přes Skrill, tím pádem ho u nich aktivovat a následně peníze vybrat, tak po kliknuti na odkaz Skrill vklad mě to přesměruje na vklad kartou. Psala jsem jim, že prosím o email Skrill a zadám ho ručně v mém Skrill účtu, tak mi nevyhověli.

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

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Tereza.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello!

We apologize for the delay in replying. We would like to explain the situation: for the successful withdrawal of funds, we required verification documents. Unfortunately, these documents were not provided at the moment, so the withdrawal was canceled.

We are ready to assist you in completing the verification process to avoid similar problems in the future. Thank you for being so understanding.

Dear teryjanny,

I know it is quite a long time, but may I kindly ask you to react?

Dear teryjanny,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.