Complaint #77 Yukon Gold Casino

Winnings have gone missing

By Mpaul666

3 years ago

My winnings of $800 was released from Yukon gold on the 5th of June 2023. It is now 21st of June 2023 and they can't seem to locate my winnings. I have been trying to get some sort of an explanation as to what, where, or when my money or where it could possibly bea, as I live in new Zealand and I have already spoken with the international payments team there with my Westpac bank and they confirmed that it should have shown up a long time ago and that it had to be Yukon casinos banking side. So I relayed what I was told back to the casino and they can't actually give me any information what so ever. They keep saying that they will be in touch with me by the end of the week, well for two weeks from the 5th of June I was getting told I had to wait out the 6-10 days and then they can escalate the were abouts of my winnings, so wait out the full two weeks because u count the weekends it's a full two weeks may be a bit more. So 10 days is now up and now they are telling me I have to wait till the end of the week Friday.

I know the processing team and etc don't work weekends so this will mean I got to wait till Monday won't I if that have no answers for me, and so my point is how long are they allowed to keep us waiting by law.

I also have today's transcripts of my live chat conversation also. All I want to know is were is my winnings because I haven't got any issues as to verification, email, miss spelling error of any sort, so why the delay.

Disputed Casino Yukon Gold Casino

Reason Other

Amount $800

Discussion

AskGamblers

• Support Team

2 years ago

Dear @Mpaul666,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Yukon Gold Casino

• Representative

2 years ago

Hi there

Our payments department told me they emailed the player the payment confirmation receipt yesterday. Please take this to your bank. If you still cannot locate the money, please let me know. If you do find it, please come back and let us know that this is resolved.

Cheers

Yukon Gold Casino

• Representative

2 years ago

Unfortunately since this issue affected many players there is a backlog in queries. I will come back once I have more information.
Cheers

AskGamblers

• Support Team

2 years ago

Dear Yukon Gold Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Yukon Gold Casino Complaint Stats

Resolved 13 / 15

Avg. Amount $5,632

Avg. Complaint Duration 9 days

Avg. Response Time 1 day

Yukon Gold Casino Complaints

See all complaints for this casino

51k not processed

I deposited 1000$ from my own bank account made all the way up to 51k they are not helping me with any info and not processing my withdrawal. Every time i talk to customer support they tell me that risk management team is working on it and will reach out to me. Am legit i have my pay stubs and all bank docs they are not helping me and not giving me my money i hope someone cab help me here

Resolved

$51,000

Withdrawals are delayed unnecessarily

I won on November 21, and I’ve always played at Yukon Gold Casino. In the past, I’ve received my winnings smoothly and without any issues. However, this time, it’s already December 9, 2025, and I still haven’t received my winnings, even though I have already submitted all the required documents.

After playing here for years, this is the first time they’ve asked me for additional verification documents. They’ve been replying occasionally, but each time they seem to shift the blame for the delay instead of resolving the issue. As loyal customers, we deserve to be treated fairly and valued — especially when we have spent much more money losing than winning.

I’ve sent multiple follow-up emails, yet I still haven’t received a proper update or resolution. It’s very frustrating that when depositing money, there are no verification requirements, but when it comes to withdrawing, the process suddenly becomes complicated and full of document requests.

If verification is truly necessary, it should be done during account creation — not after a player wins. This system appears to favor the casino, as deposited funds are accepted instantly while withdrawals are delayed unnecessarily. They promise responses within five days, but customers just end up going in circles. If you don’t have patience to keep following up, your winnings could remain stuck indefinitely.

As a long-time customer, I sincerely hope Yukon Gold Casino will address this issue promptly and improve their verification and payout process to ensure fair and timely treatment for all players

Resolved

$1,850

28000 CAD Withdrawal Delayed Since October 5

Hello AskGamblers Team,

I’m filing a complaint regarding a delayed withdrawal of CAD $28,000 from Yukon Gold Casino (Casino Rewards Group).

I submitted my withdrawal request on October 5, 2025, and received confirmation that it would be paid out in $4,000 weekly installments from live chat on Yukon Gold. I sent all required KYC verification documents on October 8 on [email protected] on October 8, I also send a few follow up email on October 10, 13, 17 and still didn't’t get any reply or update.

Since then, I haven’t received any communication or payments.
I’ve repeatedly contacted Live Chat and [email protected], but they keep referring me back to the Risk Management Department, which has not replied to me since October 8 till now October 20.

I’ve attached a photo and relevant email confirmations for review.

I kindly request your assistance in ensuring my withdrawal is processed as promised and that I receive proper communication from Yukon Gold Casino.

Thank you for your time and help.
Name: Joao Cunanan
Number:6479178752
Account ID: YGCR0015330282
Total Withdrawal: CAD $28,000

Unresolved

$28,000

Withdrawal issue going on since March 14th

I cashed out $2281 on March 12 and got an email confirmation on March 14 saying it's processing and should have it in 2 business days. Now 4 business and nothing. I contacted online support and said I need to email risk management for some reason. No idea why as 6 months ago I was asked for all my ID and address verification ect and no problems. I've been playing ever since without issues untill this particular withdrawal. Maybe they don't want to pay this out? Ultimately I emailed them and have gotten no response so far. I need help.

Resolved

$2,281

Withdrawal od $1000 not paid out since 11-November

I have been a member of the Yukon gold casino for quite a while and I don’t know why I keep coming back to play at this site.

I have won a few times and tried to make a withdrawal and every time I have done so, they either said that I owed the casino money or they have to verify me or that I have to wait from an email from their security department. Like really, I am a vip at this casino and I am literally am not being acted that way.

This is a good example I have made a withdrawal of a thousand dollars 3 days ago at the 11/11/2023. Today is the 15/11/2023 and still haven’t seen the funds in my account. Why would a corporation this big would treat their customers like that?

It takes a minute to send the money to take my money. When I deposit is fine, no problem, but when I win the payout never happens, so I am saying that this is a scam and they want you to reverse the withdrawal to play and lose your money.

I will make an update in a couple of days to see what’s the status. Over all very disappointing cause I do like that casino.

Resolved

$1,000

Have not received my withdrawal

I made a withdrawal of $859.93 on Feb 27 and chose etransfer as a preferred method. The money is still pending in my account despite it being longer than the 48 hour wait time mentioned in the withdrawal request email I received on the 27th of Feb.

"Your withdrawal will remain in pending in your casino account for two (2) business days whilst we process it. During this time and until the time your withdrawal has been fully processed, you have the option to reverse it and continue playing using those funds. Log in to your casino account and select "Reverse Withdrawal" from the banking page."

I reached out to live chat to inquire today. I was told to email risk management because the chat specialist could not help me. I have now emailed risk management and continue to wait for answers.

Thanks.

Resolved

$860

Not receiving winnings

I withdraw winnings and meet the necessary requirements but money is always returned to my account. I have contacted by phone and got 2 numbers that said not allocated and one with recorded message saying to use chat(just bot real person)or email for immediate response.....no success. I do have more screenshots but there are a lot should you need extra information. Kindly awaiting your assistance and response.Thank you.

Resolved

$804

Delay unacceptable

Monday, October 26 I won $ 949 at the Yukon Casino Gold. on October 29, I received a payment confirmation. on November 2nd the funds were returned to me with a message telling me that "we could not process your recent withdrawal" I contacted them and they told me it was because I had received a withdrawal email and that I had not withdrawn within the prescribed period. I never received this email. So I requested a withdrawal again and the same thing happened, the funds were returned to me on November 9th. I find this very suspicious because when it comes to small quantities I have never had this problem.

Resolved

$949

Withdrawal not completed

hi, on august 7th i won $700 cad and i requested a withdrawal, same day i received a confirmation for that and on august 9th i received a second email saying that my withdrawal was processed and it will take maximum 5 business days to have the fund in my checking account which did not happen so i reached out via chat and at first if there is any issue with my account and they confirmed that its all good an i should send an email to [email protected] and ask for a followup. 3 days later after sending the email no one responded so i reached out via chat again and the agent told me just wait for the payments to respond and she said she cant give me time frame.

Resolved

$700

Still no response from Risk Management after two weeks of waiting

Hi AskGamblers! Can you please help me to reach out for Risk Management? I have sent the documents they needed for my withdrawal requests, but still they keep asking me the same documents I already sent. I always asked them if they can’t open it because the documents which is my 2018 bank statements are on pdf. Its been already two weeks since I made a withdrawal request for yukon and other accounts I have in Casino Rewards. I just want to know if there are any updates for my concern. I hope I can hear from them soon. Thank you!

Resolved

$3,000