Woopio Casino - El retiro del jugador se retrasa debido al proceso de verificación extendido.

Hello,

I deposited 200 euro into the casino, now I want to withdraw my winnings. Verification is taking almost 2 weeks, withdraw is on hold. I messaged them multiple time, completely no response.

Dear rasodjeu,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Please understand, without verifying your account, you won’t be entitled to any withdrawals.

Looking forward to hearing from you.

Best regards,

Tomas

Hello, verification is done about 5 weeks ago. Their website is now completely offline...

Hello, verification is done about 5 weeks ago. I asked them through a ticket for an update, this is already more then a week ago.

I still got no response from the casino. Ticket is open for 2 weeks now.

Thank you very much, rasodjeu, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you rasodjeu for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Woopio Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

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.

Hello Peter, can you please mark this casino as a spam ASAP? Before other people fall for it.. My 700 is gone I don't think they will send it to me.

Dear rasodjeu, I was in contact with the casino and was told they would respond to the complaint here. I am aware it must be frustrating for you, but in this case, let's please stay patient and positive, and I believe they will respond soon.

Thank you for your understanding!

Okay that sounds good thanks!

Hi Peter,

Are you still in contact with the casino? I haven't heard anything from them. The withdraw is still pending. No action.

Kind regards,

Milan

I requested a new withdraw earlier this month because the other one wasn't accepted, still pending

I was in contact with the casino but they stopped responding to my messages. I'm afraid there is not much that can be achieved without cooperation from its side. The casino operates under the Costa Rica license which doesn't have an option to file an official complaint with the licensing authority.

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 could 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. 

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,

Peter