Yako – Cannot withdraw money
Found for the Casino - This player had played down their balance before approaching us. There's nothing we can do to help you if you do that.
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I opened the account recently and submitted gov ID from current address as I only play casinos I know my account is fully verified and have the option to withdraw winnings when I want to. I continued to play , received no communication regarding further documentation needed as I was told would happen of there were any issues. I Won £1000 and was unable to withdraw. Contacted casino and received an apology but was still unable to withdraw and was not advised to provide any further documentation or what documentation was needed. Was given the impression that account was ok and will be able to withdraw next time. Continued to play , won £2500, was unable to withdraw again. Eventually I became frustrated and asked for the account to be closed as was appalled by how I had been treated and never allowed the option of withdrawing any winnings despite raising my concerns with staff on several occasions about this. Was finally told i needed to provide documents for an address I lived at a year ago but by now it was too late. Spoke to staff and told them how terribly badly my account verification and withdraw issues had been handled and they refused to admit any fault on their half and claimed I had been asked to provide documentation of a my previous address , I told them i called the offices and spoke to staff on two separate occasions regarding these concerns and was not once told about any further documents being needed or what documents were required. I asked them to provide any proof that I was asked to provide further documentation from yako casino from when i first won and raised these issues with staff there and they have been unable to provide any written or recorded proof. They insist they asked me but they didn't. If they did i would like to see / hear proof of their requests for further documentation and can someone explain why the government ID documents I provided were not sufficient to verify my account there . I sent photos of my driver's licence and council tax bill and also photos of the card I was using to make deposits.
Staff there have denied any wrong doing on there half but cannot give any proof or explanation as to why my account was not verified or that further documentation was requested from me even when I called to clarify the account was ok on two separate occasions. There are recorded telephone conversations which i asked for copies of but have not been sent until now. I'm certain any sane person , after listening to the conversations I had with staff there at yako regarding my account verification will understand that this is an error on their half and not mine. Unfortunately the email correspondence I have had with them following this has just been them trying to wriggle out of it. Even speaking to staff they cannot give a reasonable explanation or provide proof of requesting further documents for my account to be verified following me raising these issues. I told them it's a joke and now taking it to yourselves so hopefully you can help with this matter and get some sense from somebody there.
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