Woopio Casino - 決済が遅延しているとのクレームがあります。

I made withdrawal request. And have sent all document. They do not reply to my messages.

Dear Fayzer,

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 Fayzer,

Have you received your withdrawal from the casino yet?

No I have not received my funds

Thank you for the information. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification? What documents have you sent and have any of them been approved? Have you accumulated your winnings with or without an active bonus? 

I had no successful withdrawals before. They asked me for KYC verification. I have sent all documents. I have sent them my international passport, my selfie, and my bank statement. And important point. They said that my name in bank statement does not match my name in my international passport. But please take into account that I am from Russia. All my document are in Russian. I have sent them my international passport, because it is in English. But government authorities and Banks has different rules of translating names. All my winnings was accumulated without bonus funds

Do I understand correctly that your account has not been verified due to the transcription differences between your passport name and bank statement name? Have you discussed this issue with the casino? What was their reply? Please forward any relevant communication between you and customer support regarding this problem to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

I explained situation to the casino, and from that moment they keep silent.

Thank you very much, Fayzer, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Fayzer,

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Woopio Casino to join this conversation and participate in the investigation.

Could you please provide us with an explanation of the player's situation in more detail from your point of view?

Thank you.

Best wishes,

Tomas

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.

Dear Fayzer,

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,

Tomas