The player from Germany demanded a refund of €1,500.00 deposited at YepCasino, which he claimed was linked to a previous self-imposed gambling ban at the partner casino NV-Casino. He argued that the deposit was unlawfully accepted. We found that the casino's terms did not require self-exclusion to apply across all associated casinos, and since the player's account had been closed at their own request, no refund was warranted. The complaint was closed with a recommendation to use a global self-exclusion tool for future protection.
Yep Casino - Player demands refund after account closure.
Closed
Our verdict
Unjustified complaint
Amount: €1,500
Yep Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Ladies and Gentlemen
I hereby formally lodge a complaint and demand the immediate refund of the 1,500.00 EUR I deposited at YepCasino (YEP-Casino) using Bitcoin.
Background: Two days prior to these deposits, I had myself effectively banned from the partner casino NV-Casino due to proven gambling addiction. I have already suffered a total loss of €8,000.00 at NV-Casino.
I received explicit confirmation in the chat that YepCasino and NV-Casino are partner casinos. Furthermore, the NV-Casino logo is visible on the YepCasino website, clearly demonstrating the close economic and organizational connection.
Legal assessment: Due to the existing gambling ban, I should never have been allowed to make a deposit at YepCasino. Any reliance on internal processes, terms and conditions, or alleged system separation is legally irrelevant because:
a confirmed partnership exists,
common trademarks are used.
and there is a social and legal duty to protect banned, gambling-addicted individuals.
The acceptance of my deposit therefore constitutes a serious breach of player protection and due diligence obligations.
I accept the money lost at NV-Casino as lost. However, the €1,500.00 from YepCasino was wrongfully accepted and must be fully refunded.
Demand: I hereby request that you immediately and fully refund the amount of EUR 1,500.00.
There is absolutely no room for discussion or negotiation.
Should the refund not be issued promptly, I expressly reserve the right to take further legal action, including engaging a lawyer, contacting regulatory authorities, and publicly documenting the matter. In this case, fraudulent activity will be assumed.
I expect your written confirmation and immediate refund.
With emphasis and without acknowledgment of any objection
Best regards
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3 months ago
Important notice:
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3 months ago
Dear Schalker040404,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found:
30. PERSONAL LIMITS AND SELF-EXCLUSION
30.1. To support responsible gambling, you can set limits on your account activity through the "Responsible Gambling" section in your profile or by contacting Live Support.
30.2. Once your account is deactivated, you will be unable to log in, create a new account, or withdraw funds.
Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
Could you please advise if you have requested a self-exclusion from Yep Casino directly? Do you currently have access to your casino account?
Looking forward to hearing from you.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 months ago
TranslationPlease excuse me. I was told in the chat that you have a partnership with NV Casino, and there's an NV Casino logo on the Yep Casino website.
Sorry, but it would be a scandal if both casinos claimed to know nothing about the gambling ban. That would be negligent and must be punished. Highly unethical, they show no respect for responsible gambling.
I was only banned from yep at my own request.
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3 months ago
Thank you for your reply, Schalker040404. Although I get your point of view, we have a strict policy when it comes to addressing complaints about group self-exclusions. Unfortunately, as long as your account was closed upon your request, there is not much we can do.
Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
