Yonibet Casino - Los retiros de los jugadores se retrasan repetidamente debido a la verificación.

Hello,

The casino has confirmed my account multiple times (!).

Each time I try to withdraw, I get an email saying they've reviewed my documents, and it turns out they aren't sufficient after all.

The casino has done this circus act with me 3 times already, and I'm fed up.

Can you please help me get my money?

Thank you in advance.

Hallo,

das Casino hat mir jetzt mehrmals (!) mein Konto bestätigt.

Jedes mal wenn ich daraufhin auszahlen möchte, bekomme ich eine Email, dass man meine Dokumente durchgesehen hätte und das jetzt doch nicht ausreicht.

Diesen Zirkus hat das Casino bereits 3 Mal mit mir gemacht und ich bin es leid.

Können Sie mir bittte helfen, an mein Geld zu kommen?

Danke im Voraus

Hello RaBe72,

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? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

I've been trying for about 5 weeks now.

I uploaded all sorts of things.

I then always get the status "verified" in my account and then receive an email.

Sometimes it is claimed that the documents are fake (they are not), or it has been noticed that the document submitted is not suitable, etc.

Hallo,

ich versuche es jetzt seit ca 5 Wochen.

Ich habe alles Mögliche hochgeladen.

Ich bekomme dann immer im Account den Status "verified" um danach eine Email zu bekommen.

Mal wird behauptet, die Dokumente seien gefälscht (sind sie nicht), oder aber man hätte bemerkt, dass ausgerechnet das eingereichte Dokument nicht geeignet ist etc...

Hello RaBe72,

Can you please forward the communication between you and the casino along with the documents they claim to be fake to nikolas.b@casino.guru?

Hello,

I have now sent you everything.

Hallo,

habe ich Ihnen jetzt alles zugesandt.

Hello RaBe72,

The casino claims that you have forged documents. Can you please forward the documents you sent to the casino for further review?

Dear RaBe72,

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.

I already have that.

Otherwise I would like to find something and send it, in conjunction with you, to the casino

Das habe ich doch bereits.

Ich such sonst niochmal gerne was raus und sende das, in Verbindung mit Ihnen dem Casino zu

Dear RaBe72,

I hope you are doing well. I regret to inform you that I have not yet received any email containing the documents you submitted to the casino. In order for us to move forward with resolving your issue, it is essential that we have access to this documentation.

Could I kindly ask you to attempt forwarding the documents once again? Without this crucial evidence, we will unfortunately be unable to proceed further in addressing your case.

Thank you for your understanding and cooperation. I look forward to your response.

Kind regards,

Nick

Dear RaBe72,

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.

Hello,

I sent you the email a long time ago.

Hallo,

ich habe ihnen die Mail längst geschickt.



Dear RaBe72,

I've received those e-mails from you (5 in total) but cannot find any attachments in them (the documents). Would you please try to resend it again to us?

Regards,

Nick

I have now sent it to them again

Ich habe es ihnen jetzt nochmal gesendet

Thank you RaBe72 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, RaBe72,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, to be honest, at least your proof of address ("BMI ZMR" document) looks edited and not like an original one, while some signs of an official document are missing there. It does not matter if you provided it as a PDF or printed it on paper - I recommend you prepare (at least) a new and valid/original document for proof of address. For some technical issue, I cannot access other emails you sent to my colleague, so let's ask the casino for more details.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Yonibet Casino team,

Could you please explain the player's situation in more detail?

What needs to be done on the user's side to complete the KYC/verification and/or withdraw disputed funds? Can you provide him with clear instructions?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear RaBe72,

Just letting you know that I am extending the timer once again, contacting the casino in other available ways.

I sincerely believe someone from the casino will get back to us soon. In case of any news, I will inform you.

Let's wait until the casino representative comments on the thread or gets back to me outside the thread.

Thank you for your patience and understanding.

Dear RaBe72 and Casino Guru Team,

Thank you for your patience as we work to resolve this issue.

After a thorough review of the documents provided, we must clarify that the initial document submitted for proof of address was found to be modified and could not be accepted in its current form. Our third-party KYC provider, SumSub, who oversees our verification processes, also reviewed the latest documents you sent, and unfortunately, they too were deemed unacceptable due to similar modification concerns.

To move forward effectively, we kindly request that you provide a valid, original, and unaltered document for proof of address. This allows us to complete the verification process and proceed with your withdrawal.

Please ensure that the document meets our requirements to avoid further delays. If you have any questions about the documentation needed, feel free to reach out, and we’ll be glad to assist.

Thank you for your understanding and cooperation.

Best regards,

Yonibet Casino Support Team

Thank you very much, Yonibet Team, for your response and explanation.

Dear RaBe72,

Can you please provide the casino with the requested documents following their requirements, and inform us about any progress?

If you have any questions regarding the documents needed or requirements they need to meet, feel free to ask here or the casino's Customer Support.

Thank you. Looking forward to hearing from you.

Dear RaBe72,

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.

Hello,

I did that.

I would be happy to send this again by email with a copy to you.

For this I need an email address

Hallo,

das habe ich doch getan.

Gerne schicke ich das nochmal per Mail mit Ihnen in Kopie.

Dazu brauche ich bitte eine Email-Addresse

Dear RaBe72,

Thank you for the confirmation. If you would like to forward the email with the required documents also to my email, it was mentioned several times above (branislav.b@casino.guru).

If I understand it correctly, you have already provided the required documents to the casino. So, let's ask them for an update.

Dear Yonibet Casino Team,

Can you please check the last documents provided by the user, likely shared with the casino via email, and provide us with an update?

Is there any progress? Is the casino able to accept the user's documents so they can pass the KYC/verification completely? If not, what exactly does the casino need further from the player and where he should send it, please?

Thank you.

Dear RaBe72,

I am in contact with the casino outside the thread, and they informed me that they have not received any documentation from you yet. In addition, I provided you with my email to add me to a copy of your email, and I have not received anything from you either.

Can you please resend your documents to the casino once again and add me to a copy of the email (branislav.b@casino.guru)?

This time, it would be great if you could also provide us with a screenshot of the email with all the necessary details visible in the screenshot (date/time, your/the sender's email, recipients' emails, email body, and screenshots of the documents you attached to the email). You can add the screenshots to your next post.

Please note if you are not able and willing to cooperate in resolving the matter and provide the casino with the requested documents, I will be forced to think about complaint closure/rejection.

Thank you for understanding. Looking forward to hearing from you.

Hello,

I have sent the email to you and the casino again. Can you confirm receipt?

Hallo,

ich habe Ihnen und dem Casino nochmals die Mail geschickt. KÖnne Sie mir den Empfang bestätigen?

Unfortunately, I have not received any email from you, RaBe72.

Please read my previous post again and carefully, resend your email with the requested documents to the casino and my email, follow my instructions regarding sharing the requested screenshots, and inform us when it is done.

As I already warned you in my previous post, please note if you fail to provide the requested (resending your email with the documents and providing screenshots as I required), the complaint will be closed/rejected.

Thank you for understanding. Looking forward to hearing from you.

Dear RaBe72,

Based on our previous communication and obvious non-cooperation on your side, we are rejecting this complaint.

Although the casino gave you another chance to pass the KYC after providing edited documents (which itself breaches the casino's Terms and Conditions you accepted upon registration), you failed to cooperate and provide the requested. A successful verification is a must to be able to withdraw any funds from your casino account. Since you failed to pass the KYC, there is nothing we can do to help you further without your full cooperation.

Once you change your mind and approach, and decide to cooperate and provide everything necessary to pass the KYC, meeting all the casino's conditions and requirements for the document(s) in question, and follow the instructions in my previous posts, feel free to request a reopening of the case.

I am 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. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by, or an ADR if the casino states any in its Terms and Conditions. However, if you are unable to provide the requested documents to pass the verification, I do not think a regulator or ADR could help you.

Thank you very much, Yonibet Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru

Greetings all and Happy New Year!

Based on information and updates received from the complainant via email after the complaint closure, we decided to give it one more chance and try to help him sort the situation out.

Updates from the player:

"Hello, sorry,

I have moved and have informed Yonibet and sent my proof.

The account is currently considered confirmed.

I would like Yonibet to confirm this here too."

"Hello,

almost.

My account has been fully verified, but I can NOT withdraw my winnings.

I am still being accused of having a double account, which I do not think is tenable, as I have clearly identified myself.

Kind regards"

(both emails were translated from German to English by Google translator)

Dear Yonibet Casino Team,

Can you please provide us with an update on the matter? Has the user's account been completely verified? If so, what is the reason he is still not able to withdraw his winnings?

In the screenshot, we can see that the verification was confirmed/the account was verified, but also that the balance is only 0.94€. Where did his balance disappear? Or, is there still any pending withdrawal? What is the user supposed to do to withdraw his funds?

On the other side, he mentioned allegations of multiple/duplicate accounts and I cannot see the user's details in the screenshot. Can you confirm the provided screenshot originates in the correct (disputed) casino account?

Also, if we are talking about a breach of other of the casino's Terms and Conditions or abuse, is the casino able to support such claims with relevant data/evidence?

Are the player's claims/updates true?

Thank you.

Hello,

Yonibet has paid out!

Sorry, it's about another casino and the complaint should be reopened.

Hallo,

Yonibet hat ausgezahlt!

Entschuldigung, es geht um ein anderes Casino, bei dem die Beschwerde wieder eröffnet werden soll.

Thank you, RaBe72, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Branislav, Casino.guru