YoYo Casino - El reintegro del jugador se ha retrasado.

I opend account with YOYO casino 12th of February and had an email to verify my email and the I had another email to welcome me. . Deposit 250 Euros with my credit card played for a day or so and it went well for me. Decided to withdraw 1.000 Euros at that time. It was not possible to withdraw to my credit card but the I had a message that my email was not verified. Went to the link I had used before and then the link did not do nothing but gave me a message invalid token.

I messaged the live support and they told me to email support but since 13th of February they have not answer once even I sent them many emails and ask for there help. During my time waiting for there help I spent 500 Euros so my balance is little over 500 Euros and I am not spending more until I have this issue solved. So they never answered me or give any comment on my problem since 13th of February when I first ask them for help.

Dear saviola1990,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear saviola1990,

Have you received your withdrawal from the casino yet?

The problem is that they have not asked for anything or responded to any of my emails.. they just do not respond at all. How can I proceed if the casino does not respond. You can see the stadus of verification on my account on the screenshot below. There is always this same thing when I try to withdraw as you can see on the other screenshot, link that I had for the verification of the email was used in the opening of the account so if I try to use it again the link brings me to my account with the error "invalid token" as you can also see on the last screenshot.

Thanks .

Thank you for your reply, saviola1990. Do I understand correctly that verifying your email seems to be the only obstacle standing between you and successful withdrawal? Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

That is the only step for now that is not working and blocks my withdrawal. They have not asked for anything else like KYC.. Still no replay from them.

Thank you very much, saviola1990, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Thanks for your help Kristina.

Hello saviola1990,

I am so sorry to hear about your problem with the verification. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a YoYo Casino representative to join this conversation and participate in resolving this complaint.

Dear YoYo Casino,

Could you comment on this and state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Dear Customer,

Thank you for reaching out.

We would like to inform you that your email was confirmed from our side manually today. Please accept our sincere apology for the inconvenience caused.

Best regards,

YoYoCasino.com

Thanks.

I can confirm that the problem with the withdrawal is now resolved. Waiting for the withdrawal to be sent to my account.

Dear Customer,

Thank you for your patience.

We would like to inform you that your withdrawal request was processed from our side on 14.03.2024.

Best regards,

YoYoCasino.com

Hello saviola1990,

Could you confirm if you have received the payment?

I am looking forward to your response.

Withdrawal is in my account.

Thanks Casino Guru and thanks YoYo casino

Dear saviola1990,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan, Casino.Guru