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I won 820 euros in the new yaacasino.com. Since my payment was made and my documents have been sent by hand, there has been no one from support or in the chat to answer. The chat is permanently disabled. I don't know if I'll ever get my winnings from that. Or this casino won't go away in a few days. So the way it is always rated and thus achieves high ratings, it can no longer convince me at the moment.

Since I can't find the casino in question in the list, I think it's difficult to file a complaint.

Ich habe im neuen yaacasino.com 820 Euro gewonnen. Seit Stellung meiner Auszahlung und eigenhändigen senden meiner Dokumente gibt es weder vom Support noch im Chat jemanden der sich meldet. Der Chat ist dauerhaft abgestellt. Keine Ahnung ob ich daher je mein Gewinn bekomme. Oder dieses Casino dann nicht in paar Tagen verschwunden ist. Also so wie es stets bewertet wird und damit hohe Quoten erzielt kann es mich derzeit nicht mehr überzeugen.

Da ich das besagte Casino in der Liste nicht finde ist es denke ich schwer eine Beschwerde zu eröffnen.

Dear Katja,

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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

How many days ago you’ve requested a withdrawal and started the verification? Have you accumulated your winnings with or without an active bonus?

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

Hello, I ordered the payout 4 days ago. And also sent my documents to the support via email. Without being asked, however. I did this to speed up the process. But since then, as I said, nobody is available in the chat and no response has been received from the support either.

The winnings were made without a bonus.

Today I checked to see if something was going on after canceling and resetting the payout, but unfortunately that is not the case either.

best regards

Katja

Hallo, ich habe die Auszahlung vor 4 Tagen in Auftrag gegeben. Und auch damit meine Unterlagen via Mail an den Support gesendet. Ohne allerdings aufgefordert worden zu sein. Ich habe das getan um den Prozess damit zu beschleunigen. Aber seither wie gesagt ist dort im Chat niemand zu sprechen und auch über den Support kommt keinerlei Antwort zurück.

Die Gewinne sind ohne Bonus erzielt worden.

Ich hatte heute dann geschaut ob nach Abbruch und erneuten Stellen der Auszahlung sich was tut, aber das ist leider auch nicht der Fall.

Liebe Grüße

Katja

I fully understand your frustration, Katja. I will set the timer for additional 5 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

But the payment has now been made and the credit was already on my account today. Thank you so much.

Doch die Auszahlung ist nun erfolgt und das Guthaben war auch dann heute schon sogleich auf meinen Konto. Vielen lieben Dank.

Thank you very much, Katja, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Yes my problem is then fixed. Feel free to close the complaint. Thank you for your effort.

Ja mein Problem ist dann behoben wurden. Sie können die Beschwerde sehr gerne schließen. Vielen Dank für ihr Bemühen.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Katja, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru