The player from Spain faced issues withdrawing her winnings of 425 EUR from the casino after successfully verifying her account. Despite having submitted multiple documents, including a certificate of ownership from her bank, her account got blocked, and she waited over eight days for a response regarding her withdrawal request. The issue was resolved when she finally received her withdrawal amount and an apology from the casino, which was attributed to the pressure from the complaints filed with the Complaints Team. The complaint was marked as 'resolved' in the system.
Yaass Casino - Player's withdrawal is delayed and account is blocked.
Amount: €425
Yaass Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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1 month ago
Translation
On October 9, 2024, after more than 6 years at the casino (since it launched as Wanabet) and having spent several thousand there, with my account verified and everything in order, I finally won something. 440 EUR. I requested a withdrawal of 425 EUR via bank transfer to my Bunq account. I uploaded a receipt showing my details and IBAN. It wasn't accepted. They wanted a certificate of ownership or a receipt, in Spanish. I have the bank app set up in English. Anyway, I switched to another account where I am a co-holder at Caixabank. I uploaded a certificate of ownership (which is usually accepted everywhere). It wasn't accepted. They wanted one less than 3 months old. I uploaded another one, requested online.
That's when they blocked my account and asked for a selfie holding my ID (they already had one of mine), but showing my entire arm and elbow, also a copy of the last card used, and a certificate of ownership of this Caixabank account issued by a branch, on paper, and with the branch's stamp.
On October 10, I sent them everything they asked for. They told me they usually respond on the same day, but it might take a bit longer.
On Monday, they called me under the guise of conducting a survey. They just stopped short of asking for my bra size, blood type, and who I voted for in the last general elections. And I'm not exaggerating.
Even so, I patiently attended to them.
Since then, every time I ask, they reply with an automated response of "we have a work overload. When the team has reached your documents and reviewed them, we will notify you by email".
And so it has been till today, over 8 days later.
I thought that the transition from .com casinos to .es provided a certain level of security for players in Spain. But I see that this casino, even being Spanish, is behaving like an illegal betting operation based in the Caribbean.
Having worked in online casinos, I know perfectly well how the so-called verification departments operate. Especially when they're led by a frustrated aspiring detective Colombo.
And because I've worked on the other side in casinos, I know that forums like yours bring balance and a bit of sanity to those aspiring Colombo detectives.
Thanks in advance,
Widad.-
Automatic translation:
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1 month ago
Hello Adamushka,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Yaass Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents and they may block your account until the process is finished.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Hello Mella,
Thank you for your quick response.
Until my account was blocked, I had my account verified with a selfie of myself, my ID, payment methods, and the previous bank account I had with N26.
On October 10, after sending them the new required documentation (the selfie where you could see my entire arm and elbow, copies of the card and certificate of ownership of the Caixabank account, issued by the branch and stamped by it), I received their email stating that they had correctly received all the documentation and that it was being verified. This is usually done on the same day but can take a little longer. Since then I have not heard anything else because my account is blocked and I cannot see the progress or status of these documents.
I wrote to them again today and they sent me the same automated response, that their verification team is overworked and when they get to my documents they will send me an email. (Which should not be the players' problem, but the casino's. If they don't have enough staff, they should hire more people. But it's not my problem that they can't keep up.)
If you want me to send you the documentation that I gave them and that they are having so much trouble verifying, just tell me your email and I will send it to you without any problem.
All the best,
Adamushka
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3 weeks ago
Hello Adamushka,
Please forward the mentioned communication with the casino to nikolas.b@casino.guru for further review.
Looking forward to your response.
Regards,
Nick
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3 weeks ago
Translation
Hi Nick!
Finally on Tuesday I received the withdrawal amount and an email from the casino, apologising for all the inconvenience caused. You are the best. I am sure it was due to the pressure of the complaints filed here and with the general directorate of gambling regulation.
Thank you so much,
Adamushka
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2 weeks ago
Dear Adamushka,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
