Hey!

I have played on the Woopwin casino deposit and everything went smoothly. played for about 10000eur and it went badly. but waited for me to get my cashback the week after so maybe you could get a little better luck. the day before I would get my cashback I get an email from woopwin and they say that they close my account for verification, of course no problem.21 / 10/03 the same day I send in the documents. I have figured out that it would take about 5 working days, which is quite a long time to verify but I waited. now it's 21/11/17 and I still have not received a reply ... I have emailed them several times no reply. I have written with live support and they just apologize and say take it easy and wait .. I have waited long enough now without any answer .. is there anything you can help me with?

hej!

jag har spelat p? woopwin casino ins?ttning och allt gick smidigt. spelade f?r ca 10000eur och det gick d?ligt. men v?ntade p? att jag skulle f? min cashback veckan efter s? kanske man kunde f? lite b?ttre tur. dagen innan jag skulle f? min cashback s? f?r jag ett mail fr?n woopwin och dom s?ger att dom st?nger mitt konto f?r verifiering, visst inga problem.21/10/03 samma dag skickar jag in documenten. jag har f?tt till mig att det skulle ta ca 5 arbetsdagar, vilket ?r ganska l?ng tid f?r att verifiera men jag v?ntade. nu ?r det den 21/11/17 och jag har fortfarande inte f?tt n?got svar... jag har mailat dom flera g?nger inget svar. jag har skrivit med live support och dom ber bara om urs?kt och s?ger ta det lugnt o v?nta.. jag har v?ntat tillr?ckligt l?nge nu utan n?got svar.. finns det n?got ni kan hj?lpa mig med?

Dear casinotrio,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how much is your active balance now?

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

Hi, I understand that this is an important process, but I have never agreed that it should take such a long time to complete a verification.

I received an email that they lock my account until I have sent in all the documents they want.

I have sent in the same day I received this email, my id, proof of address, I have sent in bank statements, proof of welth. all this was sent in 21/11/03 and today it is 21/11/19.

I have written to the live chat get no response.

I have emailed them 2-3 times get no response.

I currently have about 1000eur in the account.

mvh casinotrio

hej, jag f?rst?r att detta ?r en viktig process, men jag har aldrig varit med om att det ska t? s?h?r l?ng tid att g?ra klart en verifiering.

Jag fick ett mail att dom l?ser mitt konto tills jag har skickat in alla document som dom vill ha.

Jag har skickat in samma dag som jag fick detta mailet, mitt id, proof of adress, jag har skickat in bank statements, proof of welth. allt detta skickades in 21/11/03 och idag ?r det 21/11/19.

jag har skrivit till live chatten f?r inget svar.

jag har mailat dom 2-3 g?nger f?r inget svar.

jag har just nu ca 1000eur p? kontot.

mvh casinotrio

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

I will take care of your complaint from now on. I would like to invite representatives of

Woopwin Casino into this complaint in order to help us resolve the verification issue.

Hi, they have now sent me an Email that the verification has been done and approved.

But! My account is still locked? And I can not log in. How does that work?

Sincerely

Hej, dom har nu skickat ett Mail till mig att verifieringen ?r gjord och godk?nnd.

Men! Mitt konto ?r fortfarande l?st? Och jag kan inte logga in. Hur g?r det ihop?

mvh

Hello Alexander, we are missing your SOW documents. Read in detail what is required and send back to our team, don't worry about your cashback it will still be waiting for you once you get back!

Hi, what are SOW documents? and where should I read in detail somewhere? I have not received any email or any information about this?

That you should have to go through here instead of getting info by email or live chat. I've been trying to chase you for a VERY long time. I think this is really bad treatment.

Good.

Hej, vad ?r SOW-dokument? och vart ska jag l?sa i detalj n?gonstans? jag har inte f?tt n?got mail eller n?gon information om detta?

Att man ska beh?va g? via h?r ist?llet f?r att f? info p? mail eller livechatt. jag har f?rs?kt att jaga er V?LDIGT l?nge. Jag tycker detta ?r riktigt d?lig behandling.

bra.

Hello all,

My observation is that the casino is enforcing this rule from its terms and conditions:

   "5.3.4. We may request a user to provide additional proof of identity or proof of source of funds, as deemed necessary on a risk-based approach, under the subject of closer scrutiny for regular players or in cases when the level of risk that the business is exposed to is classified as high. Gammix may suspend the account and put any pending withdrawals on hold until such proof has been provided and accepted as per regulatory standards."

SOW refers to the ‘source of wealth’. These are the documents like a copy of your payroll slip or similar applicable documents. Casinos may require to ask this to confirm the legality of money you deposited in the casino.

I would like to ask the casino to communicate clearly what type of documents are required from Casinotrio and where these documents should be sent.

Casinotrio, once you know which documents are required, you should send the documents proving the source of your wealth to the casino without delay. I can understand your frustration, but I believe the situation can be resolved successfully after these documents are sent and verified.

hey Thomas.

these are the documents I have sent to them. I have sent about 5 PDFs with content about where the money comes from which I have played with.

I still have not received a reply to that email since I sent it. very long ago btw.

hej Tomas.

det ?r dessa dokument jag har skickat till dom. jag har skickat ca 5st PDF med inneh?ll om vart pengarna kommer ifr?n som jag har spelat med.

jag har fortfarande inte f?tt n?got svar p? det mailet sen jag skickade in det. v?ldigt l?ngesen btw.

Hello casinotrio,

the casino notified us that your account is undergoing an additional KYC review. Please be patient.

Hello Casinotrio,

did you receive any news from the casino? Is your account still locked?

Hello Casinotrio,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint

Hey!

I received an email that they are closing my account completely. but they said I would get back all the money I had in my account. I received this email on Tuesday, December 7 at 10:22, then I received a new email that they have changed payment methods and one of those methods I have used so I had to send in documents on all my information again. and I also received this email on December 7 at 14:40.

I still have not received my money and I have not received any email or anything ..

I think this is shameful behavior by a large and established casino like Woopwin ..

Hej!

jag fick ett mail att dom st?nger mitt konto helt. men dom sa att jag skulle f? tillbaka alla pengar jag hade p? mitt konto. detta mail fick jag tisdag den 7 december kl10:22 sen fick jag ett nytt mail om att dom har ?ndrat betalningsmetoder och en av dom metoderna har jag anv?nt s? jag var tvungen att skicka in document p? alla mina uppgifter igen. och detta mail fick jag ocks? den 7 december kl 14:40.

jag har fortfarande inte f?tt mina pengar och jag har inte f?tt n?got mail eller n?gonting..

jag tycker detta ?r skamligt beteende av ett stort och etablerat casino som woopwin..

Hello Casinotrio,

I am very sorry to hear there is still a problem with your withdrawal.

Do I understand correctly that you used multiple payment methods to deposit in the casino? Were you able to submit proof about all of the payment methods used?

Hello

I have only used one and the same payment method.

I have sent in everything they asked for the same day I received the email. But as I said no answer or anything ..

Hej

jag har bara anv?nt en och samma betalnigsmetod.

Jag har skickat in allt dom bett om samma dag jag fick mailet. Men som sagt inget svar eller n?gonting..

Hello Casinotrio,

Has there been any progress with your situation on your side? I apologize for the late reply, but I wasn't able to receive any new information from the casino either.

Hi.

nothing has happened ..

I have not received any answer or any info at all ..

Hej.

det har inte h?nt n?gonting..

jag har inte f?tt n?got svar eller n?gon info alls..

Dear Woopwin Casino,

Could you explain what is the problem? Why weren't Casinotrio's documents processed yet?

We would like to ask Woopwin 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’.

Hi Thomas! I can now announce that I have finally got my money back! I got them today. I am eternally grateful for the help I have received from you here!

mvh casinotrio

Hej Tomas! jag kan nu meddela att jag ?ntligen f?tt min pengar tillbaka! Jag fick dom idag. Jag ?r evigt tacksam f?r hj?lpen jag har f?tt av er h?r!

mvh casinotrio

That's awesome news, Casinotrio! I apologize for the late reply. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.