Yakuzabet Casino - Los retiros de los jugadores se retrasan y no se pagan.

Casino stopped communicating and failed to pay on multiple occasions after using delay tactics to their advantage. Eventually casino used site maintenance as an excuse to run away from paying their winnings. I would like to seek recovery from both Yakuza and their parent company Dama N.V. Please help recover the following amounts.

01 Feb 2025, 18:35 Pending 780

01 Feb 2025, 18:34 Pending 1539

01 Feb 2025, 18:34 Pending 1539

01 Feb 2025, 18:34 Pending 1539

31 Jan 2025, 22:50 Pending 1161

30 Jan 2025, 13:35 Pending 1428

*Crypto amounts are converted to USD on the exchange of the date of withdraw as I don't think it is fair for us to bear the risk of the volatile fluctuations of crypto while the casino irresponsibly avoids payment.

Dear y96715133, 

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

When was the last time you successfully communicated with the casino?

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, 

Veronika

Thank you very much, y96715133, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear y96715133,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear about the issue. I will contact the casino and try my best to resolve it as soon as possible.

Now I would like to invite Yakuzabet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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 y96715133,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (martina.b@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Martina Bennett