Yugibet Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Won up to €5000 over a period of approximately 1 week. Tried to get my KYC approved for 10+ days, after I sent in an official statement from the bank to "confirm" that it is my bank account, I got the green light that everything was ready, then the withdrawal was canceled and they want a selfie etc. even though I had previously received approval from support that my case was approved. It takes 2-3 days between each time they respond after you send in a document and then they say it's not approved or they ask you to send in something new. The maximum withdrawal per 24h is €1000, but have not managed to withdraw a single kroner yet. Don't know what else they can ask for to try to drag out the process. Starting to get really worried that I won't get any money, anyone who can help with the matter?

Vunnit upp till 5000€ över en period på 1 vecka ungefär. Försökt få min KYC godkänd i 10+ dagar, efter att jag skickat in officiellt utlåtande från banken för att "confirma" att det är mitt bankkonto fick jag grönt ljus att allt var klart, sen blev uttaget avbrutet och de vill ha in en selfie mm trots att jag tidigare fått godkänt från supporten att mitt ärende var godkänt. Det tar 2-3 dagar mellan varje gång de svarar efter att man skickat in ett dokument och sen så säger de att det inte är godkänt eller så ber de en att skicka in något nytt. Maxuttaget per 24h är 1000€ men har inte lyckats få ut en enda krona ännu. Vet snart inte vad mer de kan be om för att försöka dra ut på processen. Börjar bli riktigt orolig att jag inte kommer få några pengar, någon som kan hjälpa i ärendet?

Dear drdr00py,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

7/6 2023 I sent in my first documents, where I was rejected for the bank statement document because there was no document that clearly showed my name and IBAN number. Then contacted the bank, had to pay €10 to get a sent and signed document from my bank where they showed all the necessary information. That document was submitted and approved, it was at that point that I spoke to chat support who said that everything looked good and that my document was approved and that my ongoing withdrawal would be processed by the department that handles payouts within 1-3 banking days . Once the day had come, the withdrawal was interrupted and they said they needed more documents, even though I had previously been approved for the documents they required of me. Now they wanted a picture with a selfie of me where I wrote my name, social security number and which casino I played at, handwritten. Submitted it at the end of last week, still waiting for a response from that document, chat support or their email have not heard back during the day even though I wrote to them myself. 12 days since I started my KYC still not approved

7/6 2023 skickade jag in mina första dokument, där fick jag avslag på bankstatement dokumentet eftersom det inte fanns något dokument där det tydligt fanns mitt namn samt mitt IBAN-nummer. Kontaktade då banken, fick betala 10€ för att få ett skickat och signerat dokument från min bank där de visade all information nödvändig. Det dokumentet skidades in och blev godkänt, det var i den vevan jag pratade med chatt-supporten som sa att allting såg bra ut och att mitt dokument var godkänt och att mitt pågående uttag skulle genomföras av den avdelningen som hanterar utbetalningar inom 1-3 bankdagar. När väl dagen var kommen så blev uttaget avbrutet och de sa att de behövde mer dokument trots att jag tidigare fått godkänt på de dokument de krävt av mig. Nu ville de ha en bild med en selfie på mig där jag skrivit mitt namn, personnummer samt vilket casino jag spelat på, handskrivet. Skickade in det i slutet på förra veckan, väntar fortfarande på svar från det dokumentet, chattsupporten eller deras mail har inte hört av sig under dagen trots att jag själv skrivit till dom. 12 dagar sedan jag började min KYC fortfarande inte godkänt

UPDATE!

The customer support finally answered:

Thank you for contacting us.

Your withdrawal request made on 16/06/2023 has already been paid/completed by us on 19/06/2023. For e-wallets, it is usually instant and for Bank transfers, it can take up to 3 working days.

Also, we received your withdrawal request made on 19/06/2023.

We will process your withdrawal within 2 working days unless further review is required.

Once your withdrawal is approved it gets credited to your Payment method. For e-wallets, it is usually instant and for Bank transfers, it can take up to 3 working days.

So i guess the money is on the way now! Will update the final results when i get the whole amount of 5000€ into my account

Great news. Could you please let me know once you receive all your winnings? Thank you very much.

Dear drdr00py,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.