Woocasino

Woocasino - Cashout Delay and generic responses

€300

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

Rejected

$4000

Woocasino - 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.

Woocasino - Holding my winnings

$35000

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.

Woocasino - Not credited deposit to my casino account

$2500

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.

Woocasino - Deposit limit not functioning properly

$100

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?

Woocasino - Not paying me my big win of 150k

kr24561

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.

Woocasino - 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!

Woocasino - Bonus problems with casino

€100

- 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?

Woocasino - Return of funds

€377

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.

€270

Complaint Statistics

Resolved 11

Avg. Amount $ 3,055

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

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Player rating

8.8/10 ● 130 reviews

Top reviews from our players

DerFriedliche

2 years ago

8/10

I like Woo Casino because it is a casino with a lot of games to choose from.
The Support and my VIP Manager are great in my opinion. Live Chat gives always a great help. My Vip Manager answering me every Question and offer great Bonuses.

There is not much negative what I could say about WooCasino. I started playing on this website a long time ago and had never had problems.
They could offer more Payment Methods maybe.

conwash

8/10

Well I think there is more to expect from Woocasino as a whole. there are a lot of those who work on it like they offer the best they have.
I do want to point out these ones for my own review at the very least. One is that there are a lot of games to choose from, so that is actually a win for me the next thing I like here is their customer service since they offer me more time to work out on the games and help me out whenever I have a problem as well.

There isn’t much problem for me when it comes to Woocasino, but then there are some reviews here which have been true for me. They need to at least try to improve their service when it comes to their services in the long run since they don’t have that speedy service too.

Another thing that I least like is the way they designed their games to be categorized into one as my friend says at the very least. That is just a way for me to comment on the design that they have as well as the creative inputs.

theladylucifer

1/10

I have made the $25 deposit amount and have claimed the bonus however it wasn’t issued to me. When speaking to customer service they have advised me of a duplicate account, I do not have a duplicate account and therefore am disputing it. When doing so my concerns were denied and I was told only would I be able to dispute the existence when I make a withdrawal claim. I however still want my bonus and therefore believe I am entitled to dispute the existence of the other account. They are claiming they can deny my bonus based upon their zero tolerance to advantage play however I have not engaged in advantage play - they will not allow me to dispute this and therefore are denying my bonus.

I have verified myself with more than ample documentation and the customer service is of no help whatsoever.

KyzaM8080

7/10

There's Plenty to like about this casino, they are amongst one of a few casinos I've stuck with for how good they've been. Great range of games, welcoming live chat support and always kind and helpful, Vip manager service amazing who gives the best possible to you, great rewards and promotions and very loyal to me as a player there. Definitely one of the best casinos I've joined and am happy I did it.

Nothing to woo about at woo casino (sorry for the pun) lol haven't had anything to complain about or dislike with them so I haven't really got anything bad or negative to say.

Rosey888

5/10

Excellent game selection with smooth graphics. Fast live chat response and VIP managers are quick to respond to issues and help their players. There are heaps of games and fast not like some casino it always lag.

One thing that’s pretty negative for me, is that there is no playn’go provider, and many of my favorite games come from playing. But they compensate with other great providers.

ramg1984

2/10

Good variety of games. Been lucky and won a high amount to be honest. Modern look of website. No technical hick up at all. In the end I was up a lot of money and that's what matters I guess.

The worst responsible gaming I've ever experienced. They make you go through so many obstacles to just set a limit or a time out. It's obvious they don't want anyone to be gaming responsible. Also pay out is so horrible.
They couldn't transfer back to same card for some odd reason. Limit of 4k per withdrawal as well. Customer service is the worst. Seems like they all have a default reply for everything. In the end they closed my account cause I wanted a time out.

Adam m

10/10

A lot of games, also a lot where you can buy a bonus. I was sceptical of playing this from Australia after a lot of bad reviews. I deposited $200 and won $900 and had the money to my bank within 4 days.

They did cancel my withdrawal 5 times and ask me for many forms of ID even a picture of me holding my passport, it felt like they were stealing my identity.

edicsonic

10/10

Nice platform with most of popular slots, live casino, live chat and support, fast withdrawal to ewallet. This is the very important to get cash out winning money as fast as possible.
Install app casino is perfect for mac OSX run smooth without any issue.

There is nothing negative on this site in my opinion, there is some games missing from Woocasino like Bufalo king provide by pragmatic play. I play about 2 months on Woocasino.
I'm not winning player, but review have nothing to do with. Its all about luck win/lose .

Fiekie247

7/10

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