They are not validating my account so that I can withdraw the money.

No me validan la cuenta para sacar el dinero

Dear ildef,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello good,

When I sent the ID they answered me (the only time they have answered) that they could not validate it because I had sent it from an email address that was not the one I had given when registering. Then I sent the same ID from the corresponding email address. They have not responded again. I have sent several emails since then.

June 29 I sent the DNI from ildefons.aparicio.gencat.cat (now I see that in March I already tried to verify the account, but since I lost all the money, I did not insist)

July 1st I sent the ID from [email protected]

I have tried to send the ID with my cell phone but there is no way.

I have not called on the phone, first to avoid having an unpleasant discussion and then because some Internet users warn that it is super difficult to receive help.

Ildefonso A*******

Buenas,

Al enviar el DNI me contestaron (la única vez que han contestado) que no lo podían validar porque lo había enviado desde una dirección de correo que no era que había dado al registrarme. Después envié el mismo DNI desde la dirección de correo que tocaba. No han vuelto a contestar. He enviado varios correos desde entonces.

29 de junio envié el DNI desde ildefons.aparicio.gencat.cat (ahora veo que en marzo ya intenté verificar la cuenta, pero como perdí todo el dinero, no insistí)

1 de julio envié el DNI desde [email protected]

He intentado enviar el DNI con el móvil pero no hay manera.

No he llamado por teléfono, primero por no tener una discusión desagradable y luego porque algunos internautas advierten que es super difícil que te atiendan.

Ildefonso A*******

Thank you very much, ildef, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Good morning

After many days and many emails, it seems that they have accepted the documentation and are asking me for a few days to complete the procedures. It's already something.

Thank you

Buenos días

Después de muchos días y muchos correos, parece que han aceptado la documentación y me piden unos días para hacer los trámites. Ya es algo.

Gracias

Hello there,

Thank you ildef for providing us with all the information. I hope we'll be able to resolve this issue together.

We will keep this complaint open until you confirm your verification has been successful. Please keep me informed about any further developments.

Good morning,

They have finally done the verification for me. They can close the complaint. By the way, in the last emails from YoCasino they have been very kind.

Thank you so much

Buenos días,

Ya me han hecho la verificació por fin. Pueden cerrar la queja. Por cierto, en los últimos correos de YoCasino han estado muy amables.

Muchas gracias

Dear ildef,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter