YoYo Casino - Player's withdrawal is delayed due to unresolved verification.

Dear The GURU,

Please provide assistance in resolving the conflict situation with Yoyo Casino. I'm unable to pass verification for reasons I do not understand. All the necessary documents to confirm my stay were provided within a reasonable time

So, during verification, the following documents were sent to the casino:

photos of my passport;

Utility Bill,

a document from the Department of Citizenship and Migration confirming my legal stay in Portugal, alternative documents.

All documents are original, without making any changes, all the specified data are clearly distinguishable and readable. Also, all documents contain my full name and address of residence in Portugal.

Despite this, the casino doesn't complete the verification process.

Accordingly, I'm refused payment of my balance in the amount of 4862 Euros.

On September 26, I sent a claim to the casino, however, it remained unanswered.

I really hope for your help, because in this case I see no other way out.

Dear spravedlivyj199,

Thank you very much for submitting this 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. 

Could you please advise if the casino gave you any response regarding your verification process?

Have any of your identity documents been approved by the casino?

Have any of your documents been declined by the casino? If so, please specify which documents were not approved and provide the reasons for the rejection.

Are you able to access your casino account?

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

Best regards

Veronika

Dear The Guru,

I understand the importance of the KYC procedure and don't refuse to go through it. As I mentioned earlier, the casino ignored my claim and I cannot determine their attitude to the verification process.

According to the casino rules, Portugal is classified as a restricted jurisdiction. Therefore, the casino has imposed a ban on the use of accounts from this territory. This means that at present I cannot check the activity of my account for objective reasons, as this may lead to blocking my account for violating paragraph 3.2 of the casino rules.

Regarding the documents, the casino has not notified me of the acceptance or rejection of any documents.

To confirm my situation, I'd be grateful if you provided me with the opportunity to send you correspondence with the casino.

Thank you for your attention to this matter and willingness to help me.

Could you please confirm whether Portugal was a restricted country at the time you opened your casino account?

Additionally, could you let me know which country you selected in the registration form when you initially created your account?

Have you used any VPN or IP-masking software to change your true location while using the casino?

Dear The Guru,

When I registered, I indicated Austria as my country of residence. At that time, I didn't track whether Portugal was on the list of restricted jurisdictions.

Later, I took advantage of one of the four freedoms of the European Union - freedom of movement and moved to Portugal.

I didn't use a VPN or IP address to change my true location.

It's important to note that I've never played from Portugal. My balance was accumulated legally and the casino doesn't dispute this.

The casino asks for many documents confirming my legal presence in Portugal. Moreover, these documents have already been provided!

Thank you for your reply. Is Austria your country of residence? When you submitted your personal information, did you enter an Austrian address in your profile? Do you have any documents that confirm you are a resident of Austria?

Please understand that during the verification process, the casino checks to ensure that the details on your identity documents match the information you provided during registration and when filling out your profile.

Dear The Guru,

I've recently moved to Portugal and I'm now living there with my family. The casino has been informed of my change of address. Immediately afterwards, I was requested to confirm my current residency in Portugal. All the documents the casino requires from me are related to my stay in Portugal!

Please forward me all the communication between you and the casino regarding the verification of your profile. My email address is veronika.l@casino.guru. Thank you for your cooperation.

Dear The GURU,

Correspondence with the casino has been sent to veronika.l@casino.guru

Thank you very much, spravedlivyj199, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear spravedlivyj199,

I'm Michal, and I have taken over this complaint. I have reviewed this case, I will contact the casino to shed more light on this matter.

I would like to invite YoYo Casino to join the conversation.

Dear YoYo Casino,

We kindly request an update regarding the status of the player's verification process. The player has submitted various documents to confirm their residency, and we would appreciate clarification on why this documentation has not yet been considered sufficient.

Thank you for your attention to this matter.

Dear The Guru!

YoYo casino informed me that the funds will be credited in full to my Skrill payment wallet. I provided a screenshot of my payment wallet with personal information to the casino at their request.

As soon as the funds are credited to my wallet, I will inform you about it.

Dear All!

My problem is solved. YoYo casino credited the money to my wallet.

Thank you for your assistance in resolving the dispute.

Dear spravedlivyj199,

We're glad to hear that your issue has been resolved and you received the funds. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino.Guru