The player from Germany provided all the required documents, but his account hasn’t been verified. It has been verified later and he has received his winnings.
YaaCasino - Player’s trying to complete the KYC.
Amount: $200
YaaCasino
Safety Index:HighSafety Index
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8.0
YaaCasino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I strongly recommend that you only play at the Yaacasino once all documents have been sent and the casino has verified it. Unbelievable what this casino is asking for !! Test it yourself before you deposit, Yaacasino delays and demands ´ almost impossible to withdraw !! I have submitted all things up to 4 times, there are always new claims and that with a withdrawal request of $ 200.00
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3 years ago
Dear Spandauer44,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but 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. Each casino is unique and proceeds the verification differently.
Do I understand correctly that your account still hasn't been verified?
Could you please indicate, which documents you have provided and when exactly?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru
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,
Kristina
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3 years ago
Translation
I am sending you all of this separately, so I SENT documents about this 'CASINO' every day. Personal identification front and back, a letter confirming my address, payment receipts via PAYSAFE that I made there, i.e. proof of payment, further my bank credit card from the house bank, further my customer number of the house bank, further a summary of the house bank with customer number, Iban, account statement , A 2nd bank with which I sometimes pay from the account statement and address. Iban, etc. Then a FACE id where I had to take a selfi and hold my ID on the side. These are all demands of a week, every day. And today again, they are now asking for an account statement from my bank with IBAN, with my name. But that doesn't work, I told them several times because my bank has a customer number and this is not yet given by name. Inquiry to my bank resulted in "no sending of this, you won't get it from our bank anyway, because you can FISHING with it; THIS IS ALSO TOLD: I feel shitty because I don't have that anywhere in any casino I only played because they rate this casino well. So all in all, I am deeply indignant and angry !!!
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3 years ago
Thank you very much Spandauer44 for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello Spandauer44,
I looked at your complaint and will do my best to help you. I would like to invite YaaCasino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
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3 years ago
Translation
I'm curious, because tonight I found a way to find an excerpt after all, which is my name. Afresse and also has IBAN. This works at my bank, only in the area of messages. I haven't seen it before and the bank hasn't pointed it out. So if that was the case, I would even have to apologize!
Edited
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3 years ago
We would like to ask the YaaCasino 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’.
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3 years ago
Good evening,
The player's account has been verified on 12/12/2021 and the player has been informed accordingly, via email.
The player has been able to successfully withdraw on 13/10/2021 and on 14/10/2021.
Please note that the player previously tried to withdraw using different IBANs and this has activated some extra security checks from our payment team.
I hope this explanation will be of satisfaction for our customer and we congratulate him on his winnings.
Regards
YaaCasino Customer Support Manager
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3 years ago
Translation
yes, a withdrawal was finally successful! but still, it is only possible to withdraw several Ibans with complaints and to testify, not true, only once, because Casinochat had recommended it. So the bottom line is and I currently have the same problem with NINE CASINO, it has been going on for 2 weeks now. Advice to all players (I must finally remember) Never play before the account is verified, if a withdrawal is possible first, DIFFICULTIES will only be MADE1 The aim of the casinos, no matter which, is always to animate the money to gamble away !! Icg thank you guru for the use
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3 years ago
Dear Spandauer44,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
PS: If you have a problem with Nine Casino, please submit a new complaint.
Best regards,
Viliam Casino.Guru
