Yako Casino - Player struggles with ID verification for withdrawal.

Hi, I have deposited several thousand of rands at this casino in the last 3/4 days averaging R6000 pd. I tried to make a withdrawal and I was asked to verify my account. I had to take a selfie, provide id document as well as utility bill. I submitted all documents. I had a look online to see what the progress was on my verification. I contacted support who told me my id wasn't valid. I took more pictures of my id and re submitted them. Still not good enough. I had a friend come and give me a hand taking pictures of my id. Still not good enough. Now I've been told I've made too many attempts and I need to submit a different form of identification. I'm 58 years old. All I want is to find a casino and play, if I win I expect my winnings to be paid back to me without the casino trying to scam my winnings. I've given them everything they asked for and now I've been advised to contact you to please help me.

Dear RangeRover02,

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Have you been informed what specifically seems to be a problem in verifying your account? Have you been advised why your ID wasn't accepted for verification?

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

I have taken screenshots of the verification section telling me I have had to many attempts. It's very strange that I can deposit hundreds of thousands of rands into a casino account. As soon as I try to withdraw 1 of them then all of a sudden you need to go through a verification process that's just short of DNA. I supplied bank statements showing amounts from my account to the casino account. I've given statements with all my details on. I gave a selfie. I sent a copy of my ID front and back. The best excuse you can come up with is to submit a different form of identification. What's next, DNA????

Casinos like yours pry on people's winnings. Try find any form of technicality not to pay the players regardless of what they spent.

Issue has been resolved, I have been paid my money after having to submit my passport as I'd document

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, RangeRover02, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center 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