Payment delay, absurd KYC handling and no official ADR contact provided
Complaint summary
I cannot recommend this casino based on my experience.
My withdrawal was not processed properly. Instead of paying the requested amount as one withdrawal, the casino split it into several parts. In my view, this alone is already a delaying mechanism, because splitting a withdrawal into multiple transactions creates additional waiting time and unnecessary complexity. Only a small part was processed, while the larger remaining amounts stayed pending.
The KYC handling was also highly questionable. My account had already been verified, but after requesting a withdrawal I was asked for additional wallet-related verification. I provided the requested material quickly. The requirements then appeared to change or become stricter afterwards, instead of being clearly stated from the beginning. This is not a serious or transparent KYC process in my opinion; it feels more like a tool to delay payment.
What concerns me most is the handling of the official complaint process. I explicitly requested the official ADR contact details according to the casino’s Curaçao license. Instead of providing clear official ADR information, the casino referred me to Casino Guru. Casino Guru may be a public complaint and review platform, but I have not been provided with any proof that Casino Guru is the official CGA-certified ADR provider for this license.
In my opinion, this raises serious licensing and compliance concerns: delayed withdrawal handling, unclear and changing KYC demands, and failure to provide the official ADR contact details despite explicit request.
To be clear: this review is based on my documented experience, screenshots, emails and support communication. I gave the casino the opportunity to resolve the matter and to provide the official ADR details. They did not do so.
For me, this is not just a slow withdrawal. It is a combination of payment delay, absurd KYC practice and non-transparent complaint handling.
Players should be very careful.
Dear JoMa777,
Thank you for reaching out to us regarding this issue. We have reached out to the representatives of Yep Casino and this is the response they have provided:
Hi there!
Thank you for taking the time to share your experience. We are sorry to hear that the withdrawal and verification process has left you feeling disappointed and concerned.
We understand that additional verification requests and withdrawal reviews can be frustrating, particularly when you believe all required checks have already been completed. However, depending on the specifics of a transaction, additional security and compliance reviews may occasionally be required, even after an account has been previously verified. These procedures are designed to protect both players and the integrity of the platform.
We also understand your concerns regarding communication and complaint handling. Transparency is important to us, and we regret that the information provided did not meet your expectations. Our intention is always to assist players and provide guidance throughout any ongoing review process.
We would genuinely like the opportunity to look into your case once again and ensure that all relevant information has been reviewed properly. If there are any outstanding concerns regarding your withdrawal, verification status, or complaint process, we encourage you to continue communicating with our support team so that the appropriate department can investigate further.
We appreciate your feedback, as it helps us identify areas where we can improve both our communication and overall player experience.
Best regards,
Yep Casino Team
