Yugibet Casino - Player’s withdrawal is delayed.

my account is dully verified. I made withdrawal on june 18th and was told multiple times that it would be processed in 48 hours. When it was not they said all of a sudden that they can not in fact tell a specific timeframe and that it is processed "in another department" so support can’t do anything. All i get is same copy paste answers. I thought lcs limited was legit but maybe not? Not mga worthy surely?

Dear Jellu1, 

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. Have you made any successful withdrawals before? Do I understand correctly that you have passed the full KYC verification? Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

This is my first withdrawal and i got verified with the same payment method before i made it. No bonus involved.

Could you please specify what kinds of games have you played?

Slots

Thank you very much, Jellu1, 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 resolved to your satisfaction in the near future.

Hello Jellu1,

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

We would like to invite Yugibet Casino to join the conversation.

Dear Yugibet Casino,

Can you please provide information on why has the player not received their withdrawal yet?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jellu1,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact MADRE  – an alternative dispute resolution service (madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (Lodge a Complaint - Malta Gaming Authority (mga.org.mt)). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal