Yukon Gold Casino - Player’s approved withdrawal has been delayed.

I won 25,500 and I gambled away down to 9000 and then I won 11,000 and withdrew 14,500 witch was submitted and approved and I could not reverse it said it would be there in 2 days and they are saying I reversed it when it was not possible and I have all documents to provide proof and I want my winnings pls

Dear S.radics,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago was your withdrawal requested?
• Was your account successfully verified already?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I have had all documents cleared the withdrawal request was approved for 14,500 it said I would have my payment within 2 days there was no choice to reverse it I have all documents to prove that

I was away in a work camp from then until the end of October and I just found you guys I have reached out to them on many occasions and sent them the documents to prove my case and they are with holding it and I would like my 14,500 as my daughter currently has cancer and I can't work as I have to care for her and this was won fair and square thanks Shawn R*****

Could you please specify how many days ago was your withdrawal requested? Thank you.

It was on July 23 2023

They have emailed me 2 different reversals amounts they say I did they owe 14,500 they approved it so you could not reverse it and never paid

I'm sorry to hear that you've been waiting for almost five months for your withdrawal.

• Could you please forward any supporting evidence along with a relevant communication to petronela.k@casino.guru?
• Were your winnings accumulated with or without an active bonus?

Thank you.

There is a few more all send the ones with tgere different amounts on them

So they owe it to me and they will not show me the proff of where they say I reversed it

So 25500 gambled down to 9000 then won 11000 witch is 21000 then with Drew 14,500 and played the remainder

• Were your winnings accumulated with or without an active bonus?

Thank you.

Without a bonus

Thank you very much, S.radics, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Pls I deserve these winnings I won them fair and square this has went on long enough and my daughter has been so sick and this had definitely added to my stress I can't believe they would lie about me reversing the winnings and this is the second time first time was a few years ago with Jack pot city casino and I got my winnings outta them this is something that needs to change

Hello S.radics,

This is Tomas and from now on, I will be assisting you with this case.

After assessing your situation, I kindly request that you email me all the evidence you mentioned before reaching out to the casino. It is particularly crucial for me to review your transaction history, as it will serve as concrete proof that you did not cancel the withdrawal.

Here's my email address: tomas.k@casino.guru

Let me know once you do so, thank you.

Kind regards,

Tomas

Casino.Guru

Dear Yukon Gold Casino,

We would like to invite you to join the conversation and participate in the resolution of this complaint.

The player claims that he is unable to access his gaming account's transaction history. Therefore, could you kindly provide me with proof of the transaction history? A game log for the disputed period would suffice as well.

You can send all the data to my email address: tomas.k@casino.guru

Thank you very much.

Kind regards,

Tomas

Casino.Guru

Hi there

All withdrawals are subject to a 48 hour pending period before they are flushed from the casino account. During this time the withdrawal may be reversed. If the end of the pending period falls during a weekend, funds are available for reversal until the next business day after the 48 our pending period has ended, which was the case in this scenario.

I can see that the reversals were made using the same device and IP address that the player regularly plays on.

The chat rep advised the player they could view the reversal transactions inside their playcheck during a chat session on 1st August 2023.

Go into playcheck from inside your casino account and choose custom date range 20 jul 23 - 25 jul 23

Click "View" next to each session.

Click "Show detailed statement" at top.

Ensure you are viewing 100 records at a time on the bottom of the page.

Every transaction that says "Transfer ECash to Casino Credits" is a reversal. You can search for this phrase using Ctrl + F then typing it into the search box or copying and pasting.

For example, in session 696976224 the first transaction (ID 22360) is a $200 reversal.

You can go through every session and every transaction and see all of the reversals.

Tomas - I would suggest to have the player email you screenshots of the playcheck after following the instructions above.

If the player is unable to do this, their only recourse is ecogra who we must show internal records to and are bound by their decision. However, looking at the playcheck and the backend, since the player has indeed reversed these funds this will be a waste of everyone's time.

Cheers

See they won't prove the reversals cause they never happend

It was approved and I could not reverse it

So where do we go from here I will sue them cause this is a bad time in my life right now and these stupid casino thiefs can do what they want

They can show you or I for the reversals pretty funny how they can't prove it hey I can go in all it shows me if 0.19 cent for withdrawal

I've literally given you instructions on how to see them inside your account.

Your withdrawal was pending, therefore reverseable. You can find the information about the pending period in our T&Cs. This is the case with all accounts, not just yours.

I've also mentioned what your next step is - contact ecogra.

Good luck.

So there is nothing more you are willing to do why don't you f*** call me and go through this with me all even give you my log in information and you can see that I can't do it or are you part of the problem all post your email on social media and spread it around that you are a thief just like the casino is

With language like that it is no doubt why noone will help you.

You can email riskmanagement@casinorewards.com and ask them for a list of the sessions and transactions that show your reversals.

Outside of that, no, I'm not willing to help you anymore. If you're not happy with that outcome, please go to ecogra.

I wont be posting here again. Tomas - I really think you guys need to have some better terms with these players you're helping. This kind of language is not acceptable.

I want to emphasize that our intention is solely to assist you in resolving the issue. However, it seems that you either don't require our assistance or are unsatisfied with our services, which further demonstrates your use of offensive and abusive language.

We have absolutely no tolerance for such behaviour, and as a result, your complaint will now be rejected.

Best regards,

Tomas

Casino.Guru