YoHo Slot Casino - Тегленето на играча е забавено.

I played at this casino for a long time, withdrawing and depositing. But a week ago, they wouldn't let me withdraw, and they still haven't allowed me to do so for a week now. They say they'll reply by email, but they're silent. My account is fully verified. Customer support keeps telling me the same thing. What should I do? Please help. I think they're trying to scam me and steal my money.

Играла долго в это казино, выводила пополняла. Но неделю назад мне не разрешили вывести и до сих пор не хотят выводить уже неделю. Пишут что вам ответят на почту но молчат. Аккаунт верифицирован полностью. Служба поддержки пишет одно и тоже. Что делать, помогите. По моему меня хотят обмануть и украсть мои деньги

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear innnaindira,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have encountered with your withdrawal.

To better understand the situation, could you please clarify the following:

• Did you accumulate the disputed winnings with or without an active bonus?
• Has the casino provided you with any specific reason why your withdrawal has been restricted or why you are currently unable to withdraw?
• What method are you trying to use for withdrawal (bank transfer, e-wallet, etc.)?
• Could you please share any relevant communication you have had with the casino regarding the withdrawal restriction?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

• I didn't receive any disputed winnings, at least the support team didn't tell me about it. I played as usual.
• They won't give me any specific information, they say some department is looking into the matter. I'll provide screenshots.
• I withdraw using cryptocurrency
• There is correspondence, the support service in the chat always answers the same thing, that we don’t know anything, your request has been sent to the appropriate department

• Спорного выигрыша я не получала, ну по крайне мере служба поддержки мне об этом не говорила. Играла как обычно
• Конкретной информации мне не говорят, говорят что отдел какой то там рассматривает вопрос. Скриншоты предоставлю
• Вывожу криптовалютой
• Переписка есть, служба поддержки в чате отвечает всегда одно и тоже, что мы ничего не знаем ваше обращение отправлено в соответствующий отдел

Just now, while chatting, someone wrote to me that I need to send them a selfie.

Here is their message

The responsible department has requested additional information from you to complete the account verification and ensure the possibility of withdrawal of funds.

Please provide:

- a selfie in which you are holding an identity document;

- a selfie of you holding a piece of paper with a handwritten note indicating your username, registered email, and registration date.

We would be grateful for your cooperation and prompt provision of data.

What should I do? I've already completed the verification process.

Только вот буквально сейчас в общении с чатом мне написал что мне надо отправить им селфи.

вот их сообщение

Ответственный отдел запросил у вас дополнительную информацию для завершения проверки аккаунта и обеспечения возможности вывода средств.

Пожалуйста, предоставьте:

- селфи, на котором вы держите документ, удостоверяющий личность;

- селфи, на котором вы держите лист с рукописной запиской, где указаны ваш логин (username), зарегистрированный email и дата регистрации.

Будем благодарны за ваше сотрудничество и оперативное предоставление данных.

Что мне делать? ведь я уже верификацию прошла полность?

I sent all the photos that were asked of me.

Я отправила все фото что меня просили

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear innnaindira,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla