Yaass Casino - 플레이어의 출금이 지연되고 계정이 차단되었습니다.

On October 9, 2024, after more than 6 years at the casino (since it launched as Wanabet) and having spent several thousand there, with my account verified and everything in order, I finally won something. 440 EUR. I requested a withdrawal of 425 EUR via bank transfer to my Bunq account. I uploaded a receipt showing my details and IBAN. It wasn't accepted. They wanted a certificate of ownership or a receipt, in Spanish. I have the bank app set up in English. Anyway, I switched to another account where I am a co-holder at Caixabank. I uploaded a certificate of ownership (which is usually accepted everywhere). It wasn't accepted. They wanted one less than 3 months old. I uploaded another one, requested online.

That's when they blocked my account and asked for a selfie holding my ID (they already had one of mine), but showing my entire arm and elbow, also a copy of the last card used, and a certificate of ownership of this Caixabank account issued by a branch, on paper, and with the branch's stamp.

On October 10, I sent them everything they asked for. They told me they usually respond on the same day, but it might take a bit longer.

On Monday, they called me under the guise of conducting a survey. They just stopped short of asking for my bra size, blood type, and who I voted for in the last general elections. And I'm not exaggerating.

Even so, I patiently attended to them.

Since then, every time I ask, they reply with an automated response of "we have a work overload. When the team has reached your documents and reviewed them, we will notify you by email".

And so it has been till today, over 8 days later.

I thought that the transition from .com casinos to .es provided a certain level of security for players in Spain. But I see that this casino, even being Spanish, is behaving like an illegal betting operation based in the Caribbean.

Having worked in online casinos, I know perfectly well how the so-called verification departments operate. Especially when they're led by a frustrated aspiring detective Colombo.

And because I've worked on the other side in casinos, I know that forums like yours bring balance and a bit of sanity to those aspiring Colombo detectives.

Thanks in advance,

Widad.-

El 9/octubre/2024 y tras más de 6 años en el casino (desde que se lanzó como Wanabet) y tras varios miles gastados en ese casino, la cuenta verificada y todo correcto, al fin gané algo. 440EUR. Pedí retirada de 425EUR por transferencia bancaria a mi cuenta de Bunq. Y, subí un recibo mostrando mis datos e IBAN. No lo aceptaron. Querían un certificado de titularidad o un recibo, en español. Tengo la App del banco configurada en inglés. En fin. Cambié a otra cuenta en la que soy cotitular en Caixabank. Y, subí un certificado de titularidad (que me suelen aceptar en todos lados). No lo aceptaron. Querían uno de menos de 3 meses. Subí de nuevo uno, solicitado online.

Ahí ya me bloquearon la cuenta y me pidieron un selfie sosteniendo el DNI (ya tenían uno mío), pero mostrando brazo entero y codo, también copia de la última tarjeta utilizada y un certificado de titularidad de esta cuenta de Caixabank emitido por una sucursal, en papel y con el sello de la sucursal.

El 10/octubre ya les pasé todo lo que pedían. Me dijeron que suelen dar respuesta a lo largo del mismo día pero puede ser que se alargue un poco.

El lunes me llamaron con la excusa de hacerme una encuesta. Les faltó preguntarme por mi talla de sujetador, grupo sanguíneo y a quién he votado en las últimas elecciones generales. Y, no exagero.

Aún así, me armé de paciencia y les atendí.

Desde entonces, cada vez que pregunto me contestan con una respuesta automatizada de "tenemos una sobrecarga de trabajo. Cuando el equipo haya llegado a tus documentos y los haya revisado, te avisaremos por email".

Y, así hasta hoy, pasados más de 8 días.

Yo tenía entendido que el paso de casinos .com a los .es daba un cierto grado de seguridad a los jugadores en España. Pero, ya veo que ese casino, aunque español, se está comportando como un chiringuito ilegal de apuestas sito en el Caribe.

He trabajado en casinos online y sé perfectamente cómo funcionan los "supuestos" departamentos de verificación. Sobre todo cuando al mando ponen a un aspirante a detective Colombo frustrado.

Y, porque he trabajado al otro lado en casinos, sé que foros como el vuestro ejerce equilibrio y devuelve un poco de cordura a esos aspirantes a Colombo.

Gracias de antemano,

Widad.-

Hello Adamushka,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Yaass Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and they may block your account until the process is finished.

Looking forward to your answer.

Regards,

Nick

Hello Mella,

Thank you for your quick response.

Until my account was blocked, I had my account verified with a selfie of myself, my ID, payment methods, and the previous bank account I had with N26.

On October 10, after sending them the new required documentation (the selfie where you could see my entire arm and elbow, copies of the card and certificate of ownership of the Caixabank account, issued by the branch and stamped by it), I received their email stating that they had correctly received all the documentation and that it was being verified. This is usually done on the same day but can take a little longer. Since then I have not heard anything else because my account is blocked and I cannot see the progress or status of these documents.

I wrote to them again today and they sent me the same automated response, that their verification team is overworked and when they get to my documents they will send me an email. (Which should not be the players' problem, but the casino's. If they don't have enough staff, they should hire more people. But it's not my problem that they can't keep up.)

If you want me to send you the documentation that I gave them and that they are having so much trouble verifying, just tell me your email and I will send it to you without any problem.

All the best,

Adamushka

Hola Mella,

Gracias por tu rápida respuesta.

Hasta que me bloquearon la cuenta tenía mi cuenta verificada con un selfie mío, mi DNI, las formas de pago y la cuenta bancaria anterior que tenía de N26.

El día 10 de octubre, tras enviarles la nueva documentación requerida (el selfie donde se veía brazo entero y codo, copias de la tarjeta y certificado de titularidad de la cuenta de Caixabank, emitido por la sucursal y con el sello de la misma), me llegó su email de haber recibido correctamente toda la documentación y que está en vía de verificarse. Que normalmente se hace en el mismo día pero puede tomar un poco más. Desde entonces no sé nada más porque tengo la cuenta bloqueada y no puedo ver el progreso o el estado de estos documentos.

Hoy les he vuelto a escribir y me han vuelto a enviar la misma respuesta automatizada, de que su equipo de verificación está sobresaturado de trabajo y cuando lleguen a mis documentos me enviarán un email. (Cosa que no debería ser problema de los jugadores, sino del casino. Si no tienen suficiente personal, que contraten más gente. Pero no es mi problema que no puedan dar abasto).

Si quieres que te mande la documentación que les pasé y tanto les está costando verificar, simplemente dime tu email y te la envío sin problema.

Un saludo,

Adamushka

Hello Adamushka,

Please forward the mentioned communication with the casino to nikolas.b@casino.guru for further review.

Looking forward to your response.

Regards,

Nick

Hi Nick!

Finally on Tuesday I received the withdrawal amount and an email from the casino, apologising for all the inconvenience caused. You are the best. I am sure it was due to the pressure of the complaints filed here and with the general directorate of gambling regulation.

Thank you so much,

Adamushka

Hola Nick!

Finalmente el martes recibí el importe de la retirada y un email por parte del casino, disculpándose por todas las molestias ocasionadas. Sóis los mejores. Estoy segura que ha sido a raíz de la presión de las reclamaciones interpuestas aquí y ante la dirección general de de ordenación del juego.

Muchas gracias,

Adamushka

Dear Adamushka, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru