Complaint #3 Yukon Gold Casino

Yukon Gold casino - Withdrawal

By dawn2012

11 years ago

Message on forum

Dear sir /madam

I joined a casino called Yukon Gold Casino from casinorewards.com, I wasn’t sure if my partner joined it before so I went on their live support to ask if The account I had was it ok to play with and if I was to win will I have any problems, They replied on the live chat as (Yes indeed. You can use UKash no problem. And withdrawals would be processed normally.)

I took this like any one would and decided to play it, I then went on to win over £1,000 pounds, I placed my withdrawal and now I get an email saying this (Our systems have detected that multiple Casino accounts have been created using your PC, email address or personal details.

We understand this is often accidental, however the Casinos terms and conditions do not permit more than one real account per household, personal computer or e-mail address. This is necessary in order to reduce the casino's exposure to online losses.

Due to this your account has been closed and the bonus and winnings have been confiscated. Your deposit will be refunded to you.

I find this very upsetting after being told that my account would be just fine.

Can you please look in to this for me A.S.A.P?

Best Regards

Dawn

Chat Transcript Below!

Check out the article while you wait for the next available operator. Click here

You are now chatting with Valentin. Would you please enter your name next to the OK Button below and press OK.

Valentin: Welcome to the Casino Rewards support chat. How are you doing today?

you: Hi Im tring to add my credit card to make more deposits but it will not let me

you: You have reached the maximum number of cards that you may register.

you: I haven't even added one

you: u there

Valentin: YEs I'm here. Let me check this out for you =)

you: ok ty

Valentin: Can you please confirm your Casino account number for me?

you: vygr0129782819

Valentin: Ok thanks

you: is it because i used ukash

you: I want to add my credit card

Valentin: Ok let me see..

you: ok

Valentin: Ok It seems that you are not able to use credit cards on the casino at the moment.

Valentin: but you can use any form of prepaid method.

Valentin: Ukash will do just fine =)

you: is there a problem with my account

you: but can I still play this casino acount and use ukash, and if i win, i will be able to withdrwal

Valentin: Sure.

you: Sorry I say It again, my keybord playing up

you: Just want to be told all ok to still play this account

you: can I still play this casino acount and use ukash, and if i win, i will be able to withdrwal

you: Please just Answer that for me

you: just need to to say yes thats all lol

Valentin: Yes indeed. You can use UKash no problem. And withdrawals would be processed normally.

you: Thank you Valentin

Valentin: It's just credit card that you can't use right now.

Valentin: Most welcome Dawn. =)

Valentin: Is there anything else at all that I may be able to assist you with?

you: Thank you I do really appreciate it

Disputed Casino Yukon Gold Casino

Reason Declined payment

Amount £1000

Discussion

AskGamblers

• Support Team

14 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

dawn2012

14 years ago

Full Payment of winnings.

Yukon Gold Casino

• Representative

14 years ago

Ask Gamblers - Please let me know what I need to send you in order to close this complaint.

Thanks.

dawn2012

14 years ago

And if you’re talking about other duplicate accounts, you would see no deposits were made because this was done accidental, this was due to you merging me and my partner’s casino rewards accounts together which were very confusing, so this was accidental.

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

Winnings have gone missing

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.

Resolved

$800

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