The player from Canada had been waiting for a withdrawal for less than two weeks. Unfortunately, her payout hadn't been received at that point. After the Complaints Team had advised her to wait for at least 14 days after requesting the withdrawal, she confirmed that she had received her withdrawal. Consequently, we had marked the complaint as 'resolved'.
Yukon Gold Casino - Player’s winnings haven’t been received yet.
Amount: Can$800
Yukon Gold Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Hello
I have been trying to obtain my $800 withdrawal from Yukon Gold and have communicated via online chat and email numerous times.
They asked for photo ID with my Picture name and address and a document with my name and address on it. I forwarded a copy (front and back) of my drivers license and a copy of my hydro utility bill with my name and address twice. This was confirmed via a customer service rep and he said just wait a few more days. Unfortunately that is always their response. Today I get another response from my last email asking for the documents yet again.
Any assistance you can give me will be greatly appreciated.
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10 months ago
Dear Janet123,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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10 months ago
Dear Janet123,
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
