The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing verification. Player’s complaint has been resolved successfully.
YaaCasino - Player’s struggling to have her account verified.
Amount: €820
YaaCasino
Safety Index:Above averageSafety Index
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7.6
YaaCasino has a Safety Index of 7.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I won 820 euros in the new yaacasino.com. Since my payment was made and my documents have been sent by hand, there has been no one from support or in the chat to answer. The chat is permanently disabled. I don't know if I'll ever get my winnings from that. Or this casino won't go away in a few days. So the way it is always rated and thus achieves high ratings, it can no longer convince me at the moment.
Since I can't find the casino in question in the list, I think it's difficult to file a complaint.
Automatic translation:
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3 years ago
Dear Katja,
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.
How many days ago you’ve requested a withdrawal and started the verification? Have you accumulated your winnings with or without an active bonus?
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
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3 years ago
Translation
Hello, I ordered the payout 4 days ago. And also sent my documents to the support via email. Without being asked, however. I did this to speed up the process. But since then, as I said, nobody is available in the chat and no response has been received from the support either.
The winnings were made without a bonus.
Today I checked to see if something was going on after canceling and resetting the payout, but unfortunately that is not the case either.
best regards
Katja
Automatic translation:
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3 years ago
I fully understand your frustration, Katja. I will set the timer for additional 5 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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3 years ago
Translation
But the payment has now been made and the credit was already on my account today. Thank you so much.
Automatic translation:
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3 years ago
Thank you very much, Katja, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
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3 years ago
Translation
Yes my problem is then fixed. Feel free to close the complaint. Thank you for your effort.
Automatic translation:
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3 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Katja, for your confirmation and please 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.
Best regards,
Petronela
Casino.Guru
