Yonibet Casino - Hráč se snaží ověřit svůj účet.

Account blocked, Withdrawal not processed.

I've been a customer at this casino for a long time. Everything is verified and so far the payouts have always been approved within without issues.

Now I am being denied a payout and account blocked reason being that they are demanding that I send them all bank cards I have used to deposit funds which one if those is no longer in use but still managed to send them all 4days ago. After sending them all documents they were demanding they ghosted me, no more response or communication and no updates with the matter which is clear sign they thought I would fail to send them all bank cards I have ever used to deposit the funds.

To date, I have always paid in the same way and always paid out in the same way, with "bank card transfer". My account is always the same. I deposited funds using my bank account card but only crypto withdrawal option was available.

Bank account withdrawal method would not be available to me at all.

Please help, thanks.

Best regards,

Bongani

Hello bonganimt98,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Yonibet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? When did they close your account? Did you receive any respond from them since your account is closed?

Can you please send your communication with the casino to nikolas.b@casino.guru with all the other evidences you have?

Looking forward to your answer.

Regards,

Nick

Thank you bonganimt98 for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello bonganimt98

I'm Michal and I have taken over your complaint. I have reviewed your case and would like to put to your attention the fact, that the casino has a full right to ask for various documents to help them fully verify the player. The vast majority of casinos demand a KYC check. This check could take some time so I would kindly ask you for patience. I will contact the casino to see if we can get any update on the verification process.

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

Dear Yonibet Casino,

Can you please provide any information regarding the player verification?

Resolved finally the withdrawal has been processed today after a big hustle. Initial withdrawal was in 03.08.2022.

Thank you.

Hello bonganimt98

Can you please confirm that you have received the funds?

Dear bonganimt98,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.