Yonibet Casino - Player faces repeated verification requests.

Hello, I played for the first time at the Yonibet casino after having my account verified. All was well, I won €100 and decided to withdraw it but that's when the hassle began. Three hours later, I received an email from them asking for another verification. Fine, it's standard. I conducted the verification again, and have the confirmation screenshots as evidence. But several hours later, I received another email stating that my account had been reset, and all my verification evidence had been erased. So, I re-submitted all the documentation, and once again, got the 'successfully verified' confirmation!

All seemed fine, but today they didn't send any emails. Doubtful, I logged onto the casino site and was shocked to find out that they had denied my address verification yet again, despite the document being original. I even reached out on their chat and was told that nothing could be done. I can prove all this via our email correspondence and the screenshots I took during every verification request post-withdrawal requests. Can you help, Casino Guru?

Dear Marylu21,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that verifying your home address seems to be the only obstacle? Has the casino approved the rest of your documents?
• Did the casino clarify what was wrong with your documents?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, thank you very much for your attention, the casino in my account registration validated all my documentation, the problem starts with my withdrawal where they do not approve the withdrawal due to the address but I did everything they asked me and I downloaded the document again which is original and in seconds it was verified successfully I have a printout but from what I understand from chat support they say it is not but it is not true and I can prove the originality of the document that I can send you I also have the email where I can send it where they They say that when doing the reset they deleted all my verification except for a mistake from what I understand from English and that the withdrawal had been canceled again so I sent everything again but this time they are talking about the address document and I was no longer able to download the document in the Account verification section yesterday I sent an email with all the documents and I am waiting for a response from the casino but so far nothing

Today I received an email at 12:43 (more or less) from yonibet casino saying that they are again refusing the document of my address that I had sent them in the email, which I cannot understand because it is an official document In the meantime, I went to the game website and re-checked the same document where once again the documents were successfully validated and I withdrawn the amount again, I still haven't received anything in the email refusing to pay the amount of €100...

I have the prints but I don't know how to send them so you can see and confirm the veracity of what I'm saying. It's the document I sent to the casinos where I play and it was never refused because it's the original! So if I have a way to send you everything I have saved, please tell me how as I will be happy to expose the unfair way in which I am being treated by yonibet casino

Thank you for your reply, Marylu21. I shared my email address with you in my initial message, you can forward everything there.

Hi Kristina, I'm sorry for the delay but due to my profession I wasn't able to respond sooner but I have good news I got my verification at yonibet casino and I've also received my winnings ❤️ thank you for your attention ❤️

Dear Marylu21,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Kristina

Casino.Guru