The player from Germany, identifying as a gambling addict, requests the casino to block his account but receives no response to his emails. He faces long waiting times in live chat and is repeatedly advised to set limits, which he finds irresponsible.
Yep Casino - Player's account closure request is ignored.
Closed
Our verdict
Player stopped responding
Amount: ??
Yep Casino
Safety Index 8.5 HighCase summary
Discussion
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3 weeks ago
Translation
Hello
I am a gambling addict and the casino refuses to block my account.
They don't respond to my emails, there are extremely long waiting times in the live chat, and every time I get the answer that I should set limits?
This casino is completely irresponsible towards players, and I expect an immediate adjustment to the rating. I would also greatly appreciate help from Casino Guru regarding player exclusion.
Automatic translation:
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3 weeks ago
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.
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3 weeks ago
Dear Salatbar23498,
Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.
I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:
"If you need a break from gambling, you can activate self-exclusion from one or all products by contacting Support."
However, I was unable to find any specific instructions or a dedicated contact method for submitting a self-exclusion request.
To better understand your case, could you please clarify a few points?
- How many times did you contact the casino requesting self-exclusion specifically due to gambling addiction problems?
- How did you submit these requests (e.g., email, live chat, or another method)?
- Could you please send copies of all self-exclusion requests in which you informed the casino about your gambling problem/addiction to my email at karla.m@casino.guru?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
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3 weeks ago
Greetings,
According to our records, the player's account was permanently closed at 20.08.2026 08:08:01 (UTC)
Regards
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3 weeks ago
TranslationYes, her recordings are probably accurate. However, this only happened after more than 20 hours and several attempts to contact her. The first live support representative ended the chat after an hour. Additionally, the representative in the second live chat constantly suggested a limit to help me cope and literally told me: "Sometimes I should first deal with the situation by taking a short break from playing or setting a limit."
The employee simply ended the chat after a while.
The third live employee didn't respond at all.
A few hours later, I received an email asking me to enter my contact information for a supposed self-exclusion. I've already stated several times that I'm a gambling addict and have a serious problem, yet with this bizarre self-exclusion option, I was suddenly able to choose a completely flexible exclusion period. In what universe would you offer something like that to a gambling addict?
This happened after 3 live chats and 2 emails.
I entered my contact details and waited until the next morning, when I received an email stating that some contact information was missing. I entered the same contact details again and was ultimately blocked.
YEP Casino did everything in its power to keep me, a gambling addict, tied to the casino, offering me limits and imposing a gaming break and numerous long waiting times.
I am quite certain that such behavior violates the regulations of the Curaçao Gaming Authority (CGA). I have already filed a complaint.
Other players would probably have lost much more money during this time, and this casino is shamelessly exploiting that.
I would ask Casino Guru to issue a warning regarding my provided chat messages and screenshots for this casino in order to protect other players.
Thank you
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2 weeks ago
Dear Salatbar23498,
Thank you very much for providing these additional details.
To establish the exact timeline of your self-exclusion request, could you please clarify the following:
- On what exact date and, if possible, approximately what time did you first request self-exclusion and inform the casino that you had a gambling problem/addiction?
- Could you please provide screenshots or other documentation showing your self-exclusion requests and the casino's responses? Please make sure the dates and times are clearly visible.
You may attach the evidence directly to this complaint thread or send it to karla.m@casino.guru.
This will help us determine how much time passed between your first clear self-exclusion request and the eventual closure of your account.
Thank you very much in advance for your cooperation.
Karla M.
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1 week ago
Dear Salatbar23498,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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11 hours ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Karla
Casino.Guru
