Complaint #88 Woocasino

Cashout Delay and generic responses

By Pamharris23

4 years ago

I am awaiting my withdrawal from WooCasino and it has been over 3 weeks now. I provided the team all the documents to verify my identity and my residence, I even provided a selfie with me holding my driver's license by my face and sent that to them as well as they requested.

Then once all was approved I proceeded to make a withdrawal of $4000 NZD. I then noticed that the Visa Payout option wasn't available to me as I used my Visa to make deposits to this site so I thought strange but okay there has to be other options... but the only option I had was a Bank Transfer Deposit which I know the payout would take longer than by using this method but I had no choice to use it.

Once again documents were requested, submitted and approved on 02/04/2022, 3 days later of the 05/04/2022 I received an email advising my withdrawal has been approved and funds will be available to me within 1 - 5 business days.

Business day 5 came and no funds were received, I contacted the support team and always received the same generic reply everytime, I had to change the subject just to confirm I wasn't chatting with a computer or machine of some sort because it is the same answer, the same reply.

After day 7 a ticket was raised from 1 of the support members after my constant requests for an update regarding my withdrawal, and I thought finally we are getting somewhere, they requested for bank statements from the April the 1st to which i provided everytime... and still the same generic response, please be patient, sorry for the inconvenience and we will contact you via email.

I then was given a Casino Manager Ilona who will personally take care of my requests and to ensure I was satisfied with the site.... I told her I was but the lengthy time for a withdrawal is painful, she apologized and guaranteed me that she is escalating this to the team on my behalf... again I thought awesome we are surely getting somewhere...

Again 14 days later still no payout. I was contacting the support team daily, once in the morning and once at night. Then I received like Citiworld Payment Service slip that proved that the payout was made on the 05/04/2022 to myself <name removed > and showed my account details. I thought hmmm must be ahold up with my bank so I'll check with them after the Easter break. But I took a closer look and noticed that the Beneficiary Bank Routing Code 399000 was incorrect, as we do not have a Banking prefix account number with 39 in New Zealand we have 38 to which belongs to my bank Kiwibank. The routing number should be 389000. I thought there is the error, this is why I haven't received my funds. Immediately replied to the email I received and advised, and a generic response, I even after the hundredth time supplied them with my bank statement highlighting my account number.

Again emailed my "casino manager" Ilona and she has told me that she has had no update and sorry for inconvenience.

I have made many withdrawals from different sites and the process for payouts have been smooth and simple. I'm losing my mind and I would like to receive my winnings.

Askgamblers team can you please help me

Disputed Casino Woocasino

Reason Delayed payment

Amount $4000

Discussion

AskGamblers

• Support Team

4 years ago

Dear @Pamharris23,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Pamharris23

4 years ago

@askgamblers.com thank you so much for replying to the Casino on my behalf. Much appreciated

I also received an email from the VIP Manager Ilona after 2 emails I had sent requesting to be excluded from their sight and attached was her reply

Kind regards
Pamela Harris

AskGamblers

• Support Team

4 years ago

Dear Woocasino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thank you in advance.

Woocasino

• Representative

4 years ago

Hello @all,

The transactions were returned to the player's balance due to the wrong bank account number. Moreover, it differs from the documents that were uploaded by the player herself. We are unable to disclose it due to a privacy policy, however, we are able to provide the necessary evidence if requested.

Thank you.

Woocasino Complaint Stats

Resolved 11 / 11

Avg. Amount $3,055

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Woocasino Complaints

See all complaints for this casino

Waiting for days for my withdrawal with Woocasino

Hello,

I am writing to you because Woocasino closed my account following a withdrawal request.

He told me that he would return my balance but the transfer has still not been made for 8 days.

My account is closed, I cannot give you the exact amount but it is approximately €300.

Thank you in advance for your help.

Kind regards

Resolved

€300

Refusing to continue paying my win

I have been playing at WooCasino since mid December, I have made a total of 31 Deposits and 43 withdrawals without any issues, my account has been fully verified. I even reached the 14th Level of their VIP program due to the amount of bets I have played during that time, I was assigned a VIP host who contacts me by email.

On January 15th while playing slots I won a little over 60 000$ CAD, and I started my withdrawals on Jan 17th, the daily limit is normally 4000$ but because I reached higher status they bumped it to 8000$. So every day or two I would make a withdrawal and everything went fine until January 28th. I noticed that my withdrawal was pending for more than 2 days which does not usually happen, so I contacted support and they told me they were having delays with withdrawals so I said no problem and decided to wait.

On February 1st I contacted my VIP host and she said she will tell the finance department to speed up the processing of my withdrawal, I waited 2 more days and yesterday February 3rd I got an email from my VIP host admitting the real reason behind the recent delay in my withdrawals. So I was told from my VIP host that the boss does not want me to withdraw my winnings because I have not been as active gambling on the site and that if they pay me my winning I might just leave. So essentially they are holding my funds that I won, because they want me to gamble and lose it so they wont have to pay me.

Since winning my big amount on January 15th I kept playing on their site, I was even able to win more money and got my total balance up to over 80 000$, so they are lying about me being not active, but also per terms and conditions it only states that deposits need to be wagered 3x before withdrawal, since my last deposit I have wagered it well over 20x, I did not use any bonuses or breach any rules.

Currently I have a balance of 35 000$ CAD that they are not allowing me to withdraw, I have gambled on many sites and this is the first time I have encountered a situation where management refuses to pay because they want me to keep playing on the site.

Resolved

$35,000

Holding my winnings

I have been with Woo for a long time now. My withdrawal requests have always been quick and done within 30 mins of submitting and normally in my account within 2 days tops.

Last night I had a free spins bonus from my VIP manager and after completing the wager playthrough I ended winning $2500.

I submitted my withdrawal and its still not even been looked at.

I keep asking why and I keep being told its in a que. This has been going on now for nearly 24 hours and still nothing. My friend had a win today on a bonus also, his was processed straight away so I know the casino is lying to me.

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$2,500

Not credited deposit to my casino account

On October 18th I made a deposit of 100.00 to WooCasino using Gigadat Interac. The deposit was noted on my bank statement as being successful to Gigadat. However, WooCasino said that the deposit failed.

I immediately asked why it failed and they stated that I left the payment window too soon and that I would receive the money back within 3-5 business days. That was the last I have seen of my money. I have contacted WooCasino repeatedly asking for my money back and I am continually told I have to give it 5 business days but again, I have not seen my money.

Then I was told that a supervisor was working on it. Again, I have not received my money and it is now October the 27th.

I sent in documentation showing that the amount was taken out of my bank account and successfully deposited by Gigadat. When I contacted Gigadat they told me that the money was transferred to Woo Casino but again, not credited I do not know where else to turn at this point because clearly Woo Casino is not resolving this issue.

Please let me know if you can help intervene.

Resolved

$100

Deposit limit not functioning properly

Hello!

I have been gambling for many years at different casinos, and i always set a deposit limit for myself. I tend to gamble for more than I can afford to lose if I don't set a limit. At Woocasino I set a limit 29.July 2020. I wanted to gamble for a maximum 700 NOK (Around 70 Euro) a month. This limit worked just fine until 30.June 2020, when credit card was no longer an option for deposits from my country, I had to make deposits with crypto. I found myself making many deposits, way over the personal limit I set for myself! I have big problems now because I have made so many deposits to the casino since then. I have screenshots from my deposit limit, the email contact I have with my VIP host, and all the deposit history. Is it possible to get the deposits above my limit refunded?

Resolved

kr24,561

Not paying me my big win of 150k

Hi AskGamblers,

I won 150k from woocasino everything was good until i tried withdrawing. They asked me to prove my ownership of my card which i did, and it came back refused. That was an official documents from my financial bank in Canada. Woo casino already 3days of going back and forth to my financial institution they accepted my documents. I have summited over 30 document including personal information that they asked for. 16 documents got approved but not approving my withdrawal for a whole week. I signed up an account with them because i thought they have quick method of payments but instead i walked myself in a situation. Woo casino asked me to provide me holding my ID, me holding special written paper by me as an approval of identity, i did sent them. But wasn't i supposed to get my funds after all? Still I'm struggling to receive my money from woo casino. Since yesterday the VIP manager told me "we waiting an answer from your account provider" i don't know what is and that was not in term and condition i signed up for. I really need help AskGamblers i can provide my IDs and more prove documents upon request thank you.

Resolved

Making the withdrawal process so difficult

Hello, i have been unsuccessful with withdrawing 100 eur. This is is my first withdraw from the site and overall i have made 350 eur worth of deposits using my visa card.

I make request for withdraw, it was declined and i get an email saying payment was cancelled by the user which i never did. I did make another deposit after my withdrawal which is apparently why my request automatically got cancelled.

Next, i made another attempt to withdraw 100 eur but it was declined because apparently payment to visa card is not available in my region. However, how come i can deposit using visa card, and visa card is shown as a withdraw option on my account?

Then i tried withdrawing via bank transfer but in the process i find out the minimum amount required to withdraw is 500 eur. So, evidently this is not an option i can use.

I contacted live chat but got only generic replies. The other options for withdraw is methods like paysafe/neosurf which i have never used for depositing.

I would appreciate any help so that i can have my withdraw reach my account!

Resolved

€100

Bonus problems with casino

- Hi,
-So I wanted to submit a complaint about this casino again. I have a VIP manager - she offered my a cash back bonus on my account that I could use. I have updated two emails from her which clearly state that this is a weekly cash back offer that would run from Thursday - Thursday. Now this week I had a loss of 2630 euro. When I tried to reach out to her to get my cash back bonus applied - she told me that this wouldnt be applied as I didnt have an overall loss at the casino.
No where in her offer of this bonus did she mention that I needed to have an overall casino loss. And to be honest this is something that I have never heard of.
As far as I was concerned and as far as her emails state this is a weekly cash back offer.
I have also added a screenshot of deposits made since the bonus was offered to me and there have been no withdrawals - which means I have a weekly loss.
(Just to state aswell the withdrawl I did make of 262 - the last transaction - was in relation to a missing bet that was returned to me so it wasn’t winnings - it was my own funds returned due to a separate issue)
Can you please help with this?

Resolved

€377

Return of funds

Hi on Friday the 11th and Saturday 12th of December I was playing on woo casino. I was playing live blackjack with pragmatic blackjack. On each day I had an issue with the game where I bet on a hand - the money was taken from my account - but no cards were dealt to me but the money wasn't returned back to me.
I spoke to live games support on saturday to ask them what was happening with this. I have included screenshots of some the conversation I had in which they confirmed to me that there were pending cancellations of the amount of 270 euro and these would be returned to me within 24 hours.
24 hours passed and I didnt receive anything money back.
I contacted woo casino and asked for their help - they said they were unable to help me as I didnt have a case reference number. I explained that the live games support didnt give me one and I had no way of contacting them now - as the only way to contact them was to be playing at a table - which i didnt want to do until this was resolved.
I then reached out to my VIP manager and explained the situation to her. She said she would look in to it for me. I then got a response back today saying that all my bets and winnings have been confirmed correct.
I tried to explain that it wasn't an issue with any winnings - the issue was with pending cancellations (which have already been confirmed but the games provider)
I have been trying to get help with this since saturday and no one is able or willing to help me so im really looking for some assistance here please.
On the screenshots ive uploaded please look in the top right hand corner - this is the conversation i was having with live games support.
I can also send any emails where i have been speaking to woo casino support and they are not helping.

Resolved

€270

Withdrawals were cancelled for no valid reason

This is my second time to report a complaint to you about the same issue at Woo casino, the first one was rejected for some reason. I have been a member at this casino since the start, always played fair and within the rules, at the start there was no problems with withdrawals, but then my withdrawal requests started to be rejected for no valid reason. The reason the casino were given was that the payment method is not available in my region, which is completely false, Visa is very much available in Ireland. So then I tried to withdraw to my Paysafe account, same outcome, according to them Paysafe is not available in Ireland, despite me being able to buy Paysafe vouchers in most shops in Ireland. So then I asked about a bank transfer, no option for that. The thing is that they have prevented me from withdrawing my winnings at every option. They were quite happy to accept my deposits but when requested withdrawals to the same method I used to deposit, it was rejected. I contacted my VIP Manager Tammy numerous times but have yet to receive a satisfactory answer. I am also asking for all my deposits to be refunded as if (according to them) Visa is not accepted in Ireland then I should not have been able to deposit with Visa, but they had no problem taking the deposits. Also they are part of the Dama N.V. group of casinos, I am a member of most of Dama N.V. casinos, and apart from Woo casino, never had any problems with withdrawals at other Dama N.V. casinos, so how am I able to withdraw from other casinos in the same group, with the same registered address and the same gaming license, it does not make sense to me. They have now disabled my account, for no valid reason but I will attach what evidence I have, screenshots of withdrawals that were accepted last August to the same card that are now being rejected and a screenshot of the email given the reason why. I will also attach screenshots of withdrawals from other Dama N.V. casinos with the same license and registered address please Askgamblers, I need your help on this matter so don't reject it please.

Rejected

€600