Yakuzabet Casino - Player believes that their withdrawal has been delayed.

24 Nov 2024, 18:48 Deposited 867.24 TRX

24 Nov 2024, 23:40 Withdrew 3,033.04 TRX

25 Nov 2024, 04:18 Withdrew 6,000.00 TRX Rejected and asked for KYC with a selfie holding both ID and a local newspaper. From other complaints about this casino I saw this ridiculous request from casino already. Just shows how insecure they are. However, knowing this in advance I was not all that shocked when actually being asked for it so I sent all requested docs within 1 hour and requested withdraw again since I have remaining balance still in my account.

25 Nov 2024, 05:42 Withdrew 6,000.00 TRX

25 Nov 2024, 06:10 Withdrew 6,000.00 TRX

25 Nov 2024, 20:20 Withdrew 6,000.00 TRX Rejected and this was on the letter sent by casino:

Dear player, We found that you used multiple IP accounts and different devices (including MAC and WINDOWS), created multiple accounts (duplicate accounts), and deliberately concealed your identity to obtain bonuses. This will result in account termination and is a violation of our casino's terms. We will deduct 8364.89 TRX from your wallet balance Yakuza.bet a secure environment. Yakuza.bet Security Team

I asked their customer service what exactly are the evidences towards the claims they made to confiscate my winnings and all my remaining balance which I won with out using a bonus. Also please note their bonuses are cash and has no wager. This was what I was provided as their explanation:

ME (Mon, 11/25/2024, 10:02:05 pm)

Hi I received notice stating my funds were removed due to the following: Dear player, We found that you used multiple IP accounts and different devices (including MAC and WINDOWS), created multiple accounts (duplicate accounts), and deliberately concealed your identity to obtain bonuses. This will result in account termination and is a violation of our casino's terms. We will deduct 8364.89 TRX from your wallet balance Yakuza.bet a secure environment. Yakuza.bet Security Team

ME (Mon, 11/25/2024, 10:02:24 pm)

May I know exactly which terms were violated based on your TOC?

Yakuza (Mon, 11/25/2024, 10:07:06 pm)

Hi, we're sorry to know that but it falls under this one.

Yakuza (Mon, 11/25/2024, 10:07:11 pm)

https://www.yakuza.bet/terms-and-conditions

Yakuza (Mon, 11/25/2024, 10:07:18 pm)

You can check that link for more information.

ME (Mon, 11/25/2024, 10:07:45 pm)

Where does it mention these. Please show me and give me the exact clause.

ME (Mon, 11/25/2024, 10:08:29 pm)

Also what you based on your determination that I violated such terms if they do exist?

Yakuza (Mon, 11/25/2024, 10:09:09 pm)

Based on that, you are only allowed to create only one personal account.

ME (Mon, 11/25/2024, 10:09:29 pm)

so which other accounts I have?

Yakuza (Mon, 11/25/2024, 10:17:17 pm)

I'm currently looking into your account. One moment, please.

Yakuza (Mon, 11/25/2024, 10:29:19 pm)

Hi, my apologies for the delay. I just want to correct my self. The reason isn't about you having multiple account but using of multiple IP addresses and devices.

ME (Mon, 11/25/2024, 10:30:18 pm)

So?....

This is such a joke and clearly shows this casino's management don't even know their own stuff. They confiscate funds with no reason hoping for players to accept. They can not provide any examples of a duplicate account and IP and accuses players of having multiple accounts and using duplicate IPs. Their bonus is not wager free as they ask you to wager your deposit and bonus 1x (not that I have any issue with it but not wager free as advertised).

Not only they accuse you of things they can not prove but they also accuse you of things not even on their terms. I can not find anywhere in their terms which states you can not use multiple devices. I also can't find anywhere on their terms saying we are only allowed to log in using 1 IP. In fact, we should not see these predatory terms from any casino. However, here we are with yakuza.bet acting as predatory as a yakuza can be I guess thinking these this can be passed by unnoticed.

I would like their management to explain what happened here. Please help me receive my rightful winnings.

Dear holoik83,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

It has been a week now and they have on reached out or responded. This complainant is not about late payment, It is confiscation of funds with ridiculous reasons that's not even in their terms. Can we change the tile and I don't believe this falls under late payment rules that we need to wait for payment anymore. Obviously the payment is not coming. It has been unreasonably confiscated. The casino should have given their side of the story by now and I can't wait to see how they plan on covering up this shadiness.

Dear holoik83@gmail.com,

Thank you for reaching out to us. Upon reviewing your account, we found that you accessed our platform from the Netherlands, which is a restricted country according to our terms and conditions. Additionally, it appears that a VPN was used to bypass this restriction.

Unfortunately, this is a violation of our casino rules. We always encourage our players to adhere to our terms to ensure a fair and compliant gaming experience.

If you have further questions or concerns, feel free to contact our support team. We are here to assist you.

Frances,

Yakuza.bet

Hi Frances

I doubt the accuracy of the facts that you provided because I did not log in from Netherlands. I jujst tried a VPN from Netherlands to both log in and register and your site obviously blocks bth registering and logging in from Netherlands. How could I have logged in from Netherlands if your site blocks it. Please check yourself if you are able to logging used VPN from the Netherlands.

The cash out I made had nothing to do wit this bonus that you included. Please note the winnings were already withdrawn twice from that bonus. Besides your term states "*VPN/Proxies are allowed for game play without bonus." In my case, the amount I was trying to withdraw happened on a different date of that bonus you mentioned and that bonus was already fulfilled and complete. So even if I used VPN you are allowing it based on your terms.

Given that Netherlands can not be logged in from and registered on your site, the playing from Netherlands is not valid. My winnings are legit because whatever bonus I had was already completed and cashed out. Also note that the bonus I took was a wager free bonus and it is considered cash when a bonus has no more wagering.

Dear Holoik83,

Thank you for bringing this matter to our attention. We have conducted internal tests and confirmed that, while our site is designed to block access from restricted regions such as the Netherlands, certain VPNs may bypass these restrictions under specific conditions.

We are continuing to investigate your account activity and the circumstances surrounding this issue to ensure everything aligns with our terms and conditions. We appreciate your patience as we complete this review and will provide you with an update as soon as possible.

Best regards, 

Kaylynn

Hi Yakuzabet/Kaylynn ,

I find it hard to believe that you still need time to find evidence after confiscating my funds two weeks ago.

Thank you for bringing this matter to our attention. We have conducted internal tests and confirmed that, while our site is designed to block access from restricted regions such as the Netherlands, certain VPNs may bypass these restrictions under specific conditions.

Above statement proves that:

1) You did not know it was impossible to log in from the Netherlands.

2) You are uncertain whether a VPN was used, which is why you mentioned "certain VPNs may bypass."

If you are so sure, please show us the test results of the VPN that is capable of doing that and match the IP you believe to be using a VPN with a VPN service provider. Based on my research, none of the VPN detection services indicate that the IP was involved with any VPN service providers.

What’s next? Are you going to claim that I violated your terms by using a remote desktop located in another country, just like your original accusation which wasn’t even in your terms?

We are continuing to investigate your account activity and the circumstances surrounding this issue to ensure everything aligns with our terms and conditions. We appreciate your patience as we complete this review and will provide you with an update as soon as possible.

The above statement also proves that from the moment you confiscated my funds with reasons not listed in your terms, your second accusation was not based on evidence either. Otherwise, why else could you not have provided support for your claims yet? This means you are a casino that confiscates funds just because of big winnings while taking your time to search for anything that favors you. I thought we lived in a world where we are innocent until proven guilty, which is clearly not the case with Yakuza.bet!

@Casino.Guru please see the post above and help us out here. The casino just admitted they confiscated funds with no reason at all and still in the process of looking for evidence. How can we even allow this in the community?

Dear ho****@gmail.com,

Thank you for reaching out to us. Upon reviewing your account, we found that you accessed our platform from the Netherlands, which is a restricted country according to our terms and conditions. Additionally, it appears that a VPN was used to bypass this restriction.

Unfortunately, this is a violation of our casino rules. We always encourage our players to adhere to our terms to ensure a fair and compliant gaming experience.

If you have further questions or concerns, feel free to contact our support team. We are here to assist you.

Frances,

Yakuza.bet

Dear Holoik83,

We sincerely apologize for any inconvenience this may have caused. Your withdrawal has been canceled, and the balance of your wallet has been debited due to multiple issues with your account. The various breaches observed have led us to suspect potential involvement of internal employees.

We kindly request your patience as we conduct a thorough investigation. Please be assured that you have deposited 867 TRX and withdrawn 21,033 TRX. The current wallet balance of 8,364.89 TRX is being temporarily deducted during this investigation process. It is evident that our casino does not intentionally or maliciously target players with unreasonable deductions.

Our casino does not intend to cause you any undue hardship and we are committed to resolving this matter to your satisfaction. We appreciate your understanding and cooperation during this period.

Thank you.

Best regards,

Kaylynn

Hi Kaylynn,

Please explain what does your employee has to do with me winning? Is he able to change the outcome of qame? Isn't my win valid? I don't understand how your employee has anything to do with my win here?

Dear holoik83,

Thank you for reaching out and expressing your concerns.

After thoroughly investigating the matter, we have determined that there was no violation of casino rules on your part. As such, we will be refunding your wallet balance of 8364.89 TRX.

We deeply regret any trouble or inconvenience this situation may have caused and appreciate the detailed information you provided. Your input has helped us gain a clearer understanding of the issue and the sequence of events, enabling us to resolve this fairly.

Kindly check your balance to confirm the refund. Our goal is to ensure a transparent and fair gaming environment for all our players. We will continue to improve our services and processes to avoid similar misunderstandings in the future.

Thank you for your patience and trust. If you have any further questions or concerns, feel free to reach out.

Best regards,

Kaylynn

Dear holoik83,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear holoik83,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.