YoYo Casino - El jugador está experimentando problemas de retiro debido a problemas de verificación.

I'm unable to make a withdrawal due to account verification requiring my documents, which I can't seem to send. I reached out to the live chat and was told to wait 5 business days for the withdrawal, if not, to contact them again. I did so, but now they're asking for my documents for verification and aren't allowing me to send them.

Não consigo fazer um levantamento de dinheiro por conta da verificação da conta pedem meus documentos e não consigo enviar.chamei o chat ao vivo e mandam eu esperar os 5 dias úteis pro saque se não era pra chamar de novo chamei e agora estão pedindo meus documentos para verificação e me impossibilitam de enviar

Dear kakacaufamann04,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with YoYo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Has the casino recommended any way your verification documents should be submitted?
• Has the casino specified the documents should be submitted via the casino menu or any particular email?

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,

Tomas

Yes, in the live chat they asked me to access the "verification" profile area and send the documents there but I can't, they told me to wait again as I've been trying to withdraw an amount for 7 days

Sim no chat ao vivo pediram pra acessar a área do perfil "verificação" e por lá enviar os documentos mas não consigo não dá,mandaram eu aguardar mais uma vez sendo que já estou a 7 dias tentando sacar um valor

Thank you very much, kakacaufamann04, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi kakacaufamann04,

I've just reviewed your case and am sorry you came across such problems with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear YoYo Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player was unable to upload her documents directly on your website? Have you offered any alternative method of how the player can send her documents for verification?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear all,

Thank you for bringing the matter to our attention!

We would like to inform you that, as we see, the customer managed to upload the documents to the Verificaition section of the site.

The documents are currently being reviewed by the responsible department, and we will do everything to finish the verification as soon as possible.

Let us know if we can currently assist with anything else.

Sincerely,

YoyoCasino

Yes, I was able to send it, but the deadline was 3 business days and 5 business days have passed and none of my documents have been verified and I still lost the amount I had because it was so difficult to withdraw from this casino, you already do this for us to spend and not be able to withdraw I don't recommend trash casino winnings

Consegui enviar sim mas o prazo era 3 dias úteis e já se passaram 5 dias úteis e nada do meus documentos verificados e ainda perdi o valor que eu tinha por ser tão difícil de sacar nesse casino vocês já fazem isso pra gente gastar e não poder sacar os ganhos casino lixo não indico

Thank you for checking this, YoYo Casino.

Dear kakacaufamann04, please let us know as soon as your account is finally verified and you're able to request a withdrawal. I hope, it won't take much time.

Dear kakacaufamann04,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.