The player from Japan submits a withdrawal request that has not been processed after more than 5 days, remaining marked as 'preparing for withdrawal.' Despite multiple attempts to contact customer support, she receives no responses.
Yuugado Casino - Player's withdrawal is delayed and unresolved.
Amount: ¥51,000
Yuugado Casino
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9.2
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Case opened
Current status
Waiting for player to reply
6d 4h 8m 25s
Case summary
19 hours ago
Public
Public
2 days ago
Translation
I submitted a withdrawal request, which was supposed to be processed within a maximum of 5 days, but it has been more than 5 days and still no withdrawal has been processed. My request is still marked as 'preparing for withdrawal,' and even after contacting customer support multiple times, I received no response. After persistently reaching out 4 or 5 times, they stopped contacting me and the chat logs disappeared.
I emailed the Curaçao government, hoping this issue will be taken seriously.
If you are considering using this site, I strongly advise against it.
Other online casinos process withdrawals in less than a week, but here, you may have to wait over a week, and there’s a risk you might not be able to withdraw at all.
I trusted using this site because the operating company was related to Vera&John Casino, but I am very disappointed.
Even if I manage to withdraw, I will never use this site again, and I advise others to quit using it as well.
Also, reviews posted here are deleted without notice.
Automatic translation:
Public
Public
19 hours ago
Dear jason19943501,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
jason19943501 has 6d 4h 8m 25s to reply
