The player from Spain won €5,000 at Yass Casino and requested a withdrawal, but later found their account blocked. Despite sending a selfie with their ID for verification, they received no response and found it difficult to contact customer support. The player noticed similar complaints from others related to this casino. The issue was resolved by our team, who facilitated communication with the casino, leading to the player's account being unblocked and the withdrawal being processed successfully.
Yaass Casino - Player's account has been closed after a winning withdrawal.
Resolved
Our verdict
Case closed
Amount: €5,042
Yaass Casino
Safety Index:HighCase summary
Discussion
Public
Public
8 months ago
Translation
After winning €5,000 at Yass Casino and making the withdrawal, they sent me an email confirming the withdrawal request. Two days later, I logged into my account to check on the pending withdrawal, but I couldn't get in because it said I was blocked. I contacted them, and they asked me to send a selfie with my ID, even though my account had already been verified. I sent them the photo, but they didn't even reply by email, and I couldn't even chat online. I've seen several comments from people who've had the same thing happen to them at this casino, so I can see that it's common.
Automatic translation:
Public
Public
8 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Have you received any further communication from the casino after sending your selfie with your ID?
Did you accumulate your winnings with or without an active bonus?
Did you play casino games or bet on sports?
Could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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Public
Public
8 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Dominika
