Yaass Casino - La cuenta del jugador ha sido cerrada.

I requested a withdrawal of €197.50 to an already verified bank account. To my surprise, on August 20th, my bank rejected the transfer, according to my instructions, because they had entered the wrong recipient's name (instead of my name, they used my casino account username).

At that point, I contacted Yass, and they told me to wait two business days to see if the money was finally accepted. Once the two business days passed, Yasscasino temporarily suspended my account and asked for selfies with my ID.

After six days of sending various selfies (none of which were valid), I received an email yesterday indicating that my account was blocked for violating the terms of use. I opened a chat, and they told me they couldn't tell me which terms I violated and that the account had been closed with no money left.

I told them that there was a pending transfer of 197.50 and they told me no and that in any case I should have spoken to them within 2 business days after the transfer (impossible because my account was blocked, which is also absurd). I continued to insist and after threatening to report them, they told me to send a bank statement from the 18th (the day I requested the withdrawal).

Terrible experience and very, very, very poor service. I'm still waiting for the transfer. I find this petty treatment to avoid paying regrettable.

He solicitado una retirada de dinero de 197,50€ a una cuenta bancaria ya verificada. Mi sorpresa es que el día 20 de agosto mi banco rechaza la transferencia segun mi indican porque han indicado mal el nombre del destinatario(en vez de poner mi nombre pusieron mi usuario de cuenta del casino´).

En ese momento me pongo en contacto con yass y me dicen que espere 2 dias hábiles a ver si finalmente el dinero es aceptado. Una vez pasan los 2 días hábiles yasscasino me suspende la cuenta temporalmente y me solicita selfis con el dni.

Despues de 6 dias enviando diferentes selfis (ninguno valia), ayer me llega un correo indicando que la cuenta está bloqueada por infringir terminos de uso. Abro un chat y me dicen que no me pueden decir que terminos incumplí y que la cuenta se cerró sin dinero dentro.

Les digo que hay una transferencia pendiente de 197,50 y me dicen que no y que en todo caso tenia que haberles hablado en los 2 días habiles despues de la transferencia (imposible porque tenia la cuenta bloqueada además de una absurdez).Sigo insistiendo y tras amenazar con denunciarles me indican que envie un extracto bancario desde el dia 18 (dia en que solicito la retirada)

Pe´sima experiencia y trato muy muy muy ruín. Sigo esperando por la transferencia. ME PARECE LAMENTABLE ESTE TRATO MEZQUINO PARA EVITAR PAGAR

Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• When did you create your casino account, and when was it closed?
• Did you accumulate 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,

Kristina

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Stay safe.

They were sports bets. I created the account two weeks ago, and the winnings were after using the bonus.

Eran apuestas deportivas. La cuenta la cree hace 2 semanas y las ganancias eran después de utilizar bono.

Thank you for your reply. I apologize, but if you have only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.