YoYo Casino - Player's withdrawal is delayed due to inadequate response.

I asked bout 500 EUR withdraw the 15th of April. 17th of April I was asked to go through KYC. I uploaded my documents, passport, copy of my card used and utility few days later. Still they had they the re-upload sign "Upload a document that verifies your physical address"

I uploaded more document proofing my address and sent them email with all of my utilities and other documents (probably 8-10 different ones) both to KYC department and to support of the casino. Not a word from them for almost one month, they do not answer my number of emails over the last weeks. I filed a complaint like the state I can do from there homepage but nothing. Absolutely no respond or no information.

Dear saviola1990,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with YoYo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• When was the last time you were in contact with casino support and what did you discuss?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Hi Tomas.

I played slots only and never use bonus when I play.

I have been in contact many times and last time 2 days ago. I sent them many emails but no one is answering me.

I will sent you an email with all my communications  with the casino.

Thank you very much, saviola1990, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear saviola1990, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite YoYo Casino representative to join this conversation. 

Dear YoYo Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear all,

Thank you for reaching out.

We would like to inform you that the customer's account was verified on 27.05.2024, with their pending withdrawal processed on the same day.

Best regards,

YoYoCasino.com

Almost one and half month, YoYo casino you can do better I think. Withdrawal received.

Thanks Casino Guru.

Thank you, saviola1990, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint 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.