Woocasino - Der Spieler kämpft darum, seine Gewinne abzuheben.

Good day. Yesterday I set up an account in Woocasino. There were some deposit bonuses. I made a total of three deposits. 1000-5000-1000CZK. I rolled two thousand (1000 balls and 1000 bonuses) and then I thought it was enough. It said that it is available for withdrawal of 6000. Then I accidentally clicked somewhere in roulette and it is 5980. This amount is available and I try to withdraw it back to my payment card. This is verified together with the identity card. Only the request for payment is always rejected. This payment method is not available for my region. After some emails with support and a live chat, I was left with the idea of trying Skrill or Mifinity. Only I can't work with it at all. Plus, my English isn't very good. Please help me. Thank you.

Dobry den. Vcera jsem si zalozil ucet ve Woocasinu. Byly tam nejake bonusy na vklad. Provedl jsem celkem tri vklady. 1000-5000-1000czk. Dva tisice(1000mych a 1000 bonus) jsem protocil a pak jsem si rekl, ze uz to staci. Psalo to, ze je k dispozici pro vyber 6000. Pak jsem omylem klikl nekde v rulete a je z toho 5980. Tato castka je k dispozici a snazim se ji vybrat zpet na moji platebni kartu. Ta je overena spolu s obcanskym prukazem. Jenze zadost o vyplatu je vzdy odmitnuta. Ze pry tato platebni metoda neni k dispozici pro muj region. Po nejakych emailech s podporou a na live chatu mi zustalo to, ze mam zkusit Skrill, nebo Mifinity. Jenze ja s tim vubec neumim pracovat. Navic moje anglictina neni moc dobra. Prosim pomozte mi. Dekuji.

Dear Jenda,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits it doesn’t mean necessarily, that it will be offered for withdrawals too.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? Have you received any payments in the past?

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

Good day. Thank you for a quick response.

Yes, my account is fully verified, I sent photos of the ID card and credit card from which the deposits were made. Both documents were approved and verified.

This was my first choice. I have never made any payments back to my credit card before.

Thank you, Jenda.

Dobry den. Dekuji za rychlou reakci.

Ano, muj ucet je plne overen, zaslal jsem fotografie obcanskeho prukazu a platebni karty, ze ktere byly vklady provedeny. Oba dva dokumenty byly schvaleny a overeny.

Toto byl muj prvni vyber. Nikdy predtim jsem zadne platby zpet na svoji kreditni kartu neprovedl.

Dekuji, Jenda.

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

Okay, thank you for your time.

Dobře, děkuji Vám za Váš čas.

Hello jenda.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Woocasino 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Jenda.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Woocasino team, 

Could you provide some context for the situation, please?

Hello!

We would like to inform you that the situation has been safely resolved. The player has completed the withdrawal and there is no more balance on his account.

If you have any additional questions or need further assistance, we are always ready to help you. Thank you for your understanding and co-operation!

Dear Jenda,

can you please confirm?

Dear Jenda,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.