Complaint #4 YakoCasino

Casino unable to pay withdrawal

By jdime666

9 years ago

I have been playing with yako and won $250 NZD, I requested to withdraw this amount and this was processed as per agreements. However after 9 days, I have been advised that there are issues with their payment processing company and they are unable to process the payment. I have been contacting them every day after the 3-4 working day timescale has elapsed but they state that they are having 'issues' and I need to arrange an alternative method to claim the funds. I dont think this is fair and I relied on this money coming back to pay bills. Please help Thanks!

Disputed Casino YakoCasino

Reason Delayed payment

Amount $250

Discussion

YakoCasino

• Representative

9 years ago

Dear @jdime666,

Your pending withdrawal was immediately processed on the 19th December via Skrill / moneybookers once you activated this withdrawal method at YakoCasino.com as per our advice.

For some reason our payment provider (Everymatrix / moneymatrix) couldn't process your withdrawal via bank transfer. We're glad this is now resolved and you have your winnings in your account. Congratulations once again and g'day!

Best regards,

YakoCasino Team

jdime666

• Indonesia

9 years ago

hello, I did receive a response with great apologies and that they have 'fixed their payment system' and to request the bank transfer again. So I have done this and it was unable to be processed due 'system errors' again. this process has been repeated three times now since ive been told its fixed and they keep coming back, returning my winnings to my gambling account, and saying to try again. I just dont understand how they cant make a simple bank transfer? its now been 16 days since I requested the withdrawal.

AskGamblers

• Support Team

9 years ago

Dear @jdime666,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

YakoCasino

• Representative

9 years ago

Dear JDIME666

First off and as per our communications on chat and email, apologies once again for this issue with your pending withdrawal. We have spoken to our payments team at Everymatrix and they have returned the $250 pending withdrawal to your YakoCasino account.

As our customer support team have suggested over the past week, we would advise you to make a minimum deposit of $15 with an e-wallet (Skrill or Neteller) and then withdraw the $250 + the $15 ($265) to your e-wallet. This will ensure that the funds reach you immediately and with no delays. Given that the $250 are in your YakoCasino.com account you can proceed with making this $15 deposit to activate your e-wallet and the team will approve and process your withdrawal of $265 immediately.

If opening an e-wallet account and making a minimum deposit of $15 isn't possible, then we would suggest requesting another withdrawal through "Bank Transfer" and our payments team at Everymatrix will try again. As mentioned above and over our chat and email communications, we would however advise going down the e-wallet option as withdrawals to e-wallets are instant.

Once again, we apologise for this issue. We usually process withdrawals between 2 hours and 24 hours, so unfortunately this is a one off case.

Best regards,

YakoCasino Team

YakoCasino Complaint Stats

Resolved 2 / 5

Avg. Amount $2,117

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

YakoCasino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 1 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

YakoCasino Complaints

See all complaints for this casino

Tournament winner

Hi I won the slingo tournament for the month of December on yako casino. I was top of the leaderboard when it finished on December 31st. The prize for winning was 2,000 pounds. It stated the winner would be paid within 7 days. I live chatted them 2 to 3 times and emailed them the same just to confirm I had won but every answer was its in the hands of the marketing team who will inform you as soon as possible. I finally got a response from them this morning 9th Jan saying I will not receive the prize due to my account not being verified. I responded back to them stating you've never asked me for verification and you have paid my withdrawals no problem before.I said I was on the ieaderboard for over a good two weeks and eventually moved to the top. I made more deposits than usual to achieve 1st position and now I'm being told hard luck.why have they waited so long tell me. So I've been through 9 days happily thinking I've 2 grand to come. What a kick in the guts. Can you help in anyway. Thank you.

Unresolved

£2,000

Holding withdrawal for information against Gaming Commissions own rules

Yako Casino which is 1 of 11 sites under L and L Europe is wrongly holding my withdrawal for information on my wealth.

After depositing £2000 over multiple deposits (of which I never received an email asking for information) I managed to win back my £2000 in fair games which can be seen in the history of games and transactions.

However, the second I went to withdraw the money, the email asking for a Wealth check was sent over. If I'm honest, I think this is a horrendous way of holding people to ransom on passing over extremely sensitive information on my bank statements, wage slips, and now more!

I have sent over 3 recent wage slips and 3 recent bank statements of which they then requested even more information.

They have now asked for my savings account details dating back to 01/01/2021 and they also ask for bank statements in PDF form up to today's date, which isn't possible as the bank does arrear statements and not on the day statements in PDF forms (I called and checked)

So after sending more than enough details showing I have the wealth to play, not committing fraud as I've proved my wealth comes from my wages, they are holding Mt withdrawal to ransom for private information to sell to the NSA (National Statistics Agency).

I contact the Gaming Commission who has confirmed that they can't hold withdrawals for this information (please see their website) and also that the information with the dates is more than sufficient.

This is the most controlling and intrusive action I've ever seen with casinos. They refuse to release my funds and highlighted on a live chat that they can keep the money if I don't show them Information which is also against t the Gaming Commission rules.

I have had 5 sleepless nights, worry, and anxiety believing that I would lose £2000 by these nasty and cruel actions... luckily I contact and spoke to a representative at the Gaming Commission that advised that they are not allowed to do and say the things they have.

I have followed up with them and been shit down, so advice on the next steps to be this and then follow the link on their website as well.

Unresolved

£2,000

Incorrect Withdrawal Limit

They have mailed me that the withdrawal limit is upto Rs500,000 but actually it only allows Rs5000.
in the terms and conditions it is mentioned upto 5000eruos limits...but in actual they do not allow more than 50erors.
when i chatt with the agent they said it is their policy they cannot help further.

Unresolved

R78,500

Automatically removes bonus on mis-click, support is unreachable

I have tried calling both the US and Nordic number 8 times each. Both either hang up or go "please leave us a message" and then hang up. I was over half into bonuswagering when i misclicked on multi-BDBA, immediately the 17k i had was removed. Chat is not avaiable, and none of the numbers are available. This is on the same day the entire site was unresponsive for an hour that i called them about and the person taking my call said "thanks for letting us know" after i asked wheteher the site worked on his end, which he found out AFTER i called... I demand that my previous balance be restored in full and that the casino quickly gets their act together so that one can at least contact them in the event of catastrophic failure. I was very happy with the casino before all this happened, it has a lot of potential, and i realize they are new, but this sort of customer service is simply unacceptable. If anyone's watching my username is zicada Thanks for looking into this and sorting this out quickly.

Resolved