Yugibet Casino - O levantamento dos prémios dos jogadores está atrasado.

On Friday, November 28th, I tried to make my first withdrawal. At that point, I noticed that you don't have to submit the documents first. I submitted the documents and they were approved normally.

After this, I submitted a withdrawal request again on Saturday and the next day, Sunday, the money was returned to the game account and a selfie with a driver's license was requested. I submitted a driver's license selfie and the first time it was rejected because the driver's license information was unclear. Well, a new photo and this time it was approved.

On Monday I made another withdrawal (documents and driver's license selfie all approved). On Tuesday the money was back in the game account. I was in contact with the chat, but I didn't get any help or answers to my questions. After the chat conversation I made a new attempt AGAIN. After that the money was back in the game account AGAIN.

After this, I made another withdrawal request, this time via bank transfer (previously, requests were via Trustly).

Anyway, now on Thursday the money has returned to the game account. Despite repeated inquiries, there is no response.

Perjantaina 28.11 koetin tehdä ensimmäistä kotiutusta. Huomasin siinä vaiheessa et pitää dokkarit toimittaa ensin. Laitoin dokumentit ja ne hyväksyttiin normaalisti.

Laitoin tämän jälkeen uudelleen kotiutuspyynnön lauantaina ja seuraavana päivänä sunnuntaina rahat palautui pelitilille ja pyydettiin selfietä ajokortin kera. Toimitin ajokorttiselfien ja eka kerralla tuli hylätty, koska ajokortin tiedot epäselvät. Noh, uusi kuva ja tällä kertaa se hyväksyttiin.

Maanantaina tein sit taas uuden kotiutuksen (dokumentit ja ajokorttiselfie kaikki hyväksytty). Tiistaina rahat olivat palautuneet pelitilille. Olin chattiin yhteydessä, sieltä en saanut mitään apua mihinkään saatikka vastausta kysymyksiin. Chattikeskustelun jälkeen tein TAAS uuden yrityksen. Sen jälkeen TAAS rahat palautuivat pelitilille.

Tämän jälkeen tein taas uuden kotiutuspyynnön, tällä kertaa pankkisiirron kautta (aiemmin pyynnöt olivat Trustlyn kautta). 

Kuinka ollakaan, nyt torstaina rahat ovat palautuneet pelitilille. Kertaakaan kyselyistä huolimatta ei mitään vastausta.

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Dear Panzer23,

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

That's the problem here, the account was confirmed last weekend and in addition I had to send a selfie with my driver's license, so that was also approved on Sunday/Monday. So all the documents etc. have been confirmed and approved since then, so the account is confirmed.

The problem is that every single withdrawal request, no matter the amount between 100-300 and whether the withdrawal method is Trustly or bank transfer, it takes about a day from the withdrawal request to the money being returned to the account. When asked many times in chat/email, the automatic response is "We process withdrawal requests within 48 hours etc."

I HAVE NOT RECEIVED ANY ANSWER TO THE QUESTION OF WHY THE MONEY IS RETURNED TO THE GAME ACCOUNT EVERY TIME, EVEN THOUGH THE ACCOUNT WAS VERIFIED LAST WEEKEND.

EDIT: Yesterday the money came back to the game account from the withdrawal attempt again. Surprisingly, they then wanted a selfie/driving license photo again, even though it was already approved on Monday. 😀 I resubmitted the photo and replied to the email saying it was a bit funny that you approved the photo a couple of days ago. They replied and apologized and again the same nonsense "We are processing withdrawal requests blah blah"

I also stated that I was considering filing a complaint with the MGA.

EVERYONE SHOULD AVOID THIS CASINO REALLY FAR AWAY. YOU WILL NEVER GET ANY MONEY FROM THIS PLACE, EVEN IF IT IS AN MGA CASINO!

Sepä tässä onkin se ongelma, kun tili vahvistettu jo viime viikonloppuna ja lisäksi piti lähettää selfie ajokortin kera, niin sekin hyväksyttiin sunnuntaina/maanantaina. Eli kaikki dokkarit ym on vahvistettu ja hyväksytty aikaa sit eli tili on vahvistettu

Ongelma on, et joka ikinen nostopyyntö, oli summa mikä tahansa 100-300 välillä ja olipa nostotapa Trustly tai pankkisiirtoa, niin nostopyynnöstä noin vuorokausi ja rahat ovat palautuneet tilille. Monen monta kertaa kysyttäessä chatissä/sähköpostissa tulee automaattivastaus "Käsittelemme nostopyynnöt 48 tunnin kuluessa etc et"

MITÄÄN VASTAUSTA EN OLE SAANUT KERTAAKAAN KYSYMYKSEEN, ETTÄ MIKSI RAHAT PALAUTUVAT JOKA IKINEN KERTA PELITILILLE, VAIKKA TILI VAHVISTETTU JO VIIME VIIKONLOPPUNA.

EDIT: Eilen tuli taas nostoyrityksestä rahat takaisin pelitilille. Yllättäen halusivat sitten uudelleen selfie/ajokortti -kuvan, vaikka se jo hyväksyttiin maanantaina. 😀 Toimitin kuvan uudelleen ja vastasin sähköpostiin et vähän hassua kun hyväksyitte kuvan pari päivää sitten. Vastattiin ja pahoiteltiin ja taas sama lässytys "Käsittelemme nostopyynnöt blaa blaa"

Ilmoitin myös, että harkitsen valituksen tekemistä MGA:lle.

KAIKKIEN TULEE KIERTÄÄ TÄMÄ KASINO TODELLA KAUKAA. RAHOJA ETTE TULE SAAMAAN IKINÄ TÄSTÄ PAIKASTA, VAIKKA MGA -KASINO ONKIN!

Dear Panzer23,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

The last pending withdrawal of 300e was cancelled again and 200e was taken from it. I was then able to withdraw the remaining 100e. They sent a somewhat unclear message that 100e is the maximum win from free spins. I won 33e, wagered it and then continued playing with "my own" money.

The worst MGA casino I've ever come across and it's worth avoiding this and its sister casinos.

On a scale of 1-10, a rating of 1.

Viimeisin 300e roikkuva nostohan taas peruttiin ja lisäksi siitä vietiin 200e. Jäljelle jääneen 100e sain sit kotiutettua. Laittoivat jonku epäselvän viestin et 100e on maksimivoitto ilmaiskierroksista. Mähän voitin 33e, kierrätin sen ja jatkoin pelaamista sit "omalla" rahalla.

Paskin MGA kasino mihin olen törmännyt ja kannattaa kiertää tämä ja sisarkasinot kaukaa.

Asteikolla 1-10 arvosanaksi 1.

Dear Panzer23, please allow me to ask you a few questions so I can better understand the situation.

• Could you please forward a link to the promotion you have played with? Alternatively, you can attach a screenshot as well.
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

You can send emails or other evidence to my email at attila.g@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Dear Panzer23,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru