Yep Casino - Player’s account closure results in withheld €3,200.

Title:

Casino Closed My Account and Withheld €3,200 Without Evidence

Complaint:

I registered and played on Yep Casino, depositing over €2,000 of my own money. I accumulated a balance of approximately €3,200 and submitted a withdrawal request.

Immediately after attempting to withdraw, my account was permanently closed. The casino claimed I violated their Terms and Conditions due to "multi-accounting" or "linked accounts."

However:

I have only ever used one account

I have not shared my account or used multiple accounts

The casino has provided NO evidence to support their claims

They repeatedly refer to general terms about "bonus abuse" and "linked accounts" but refuse to:

identify any linked account

provide IP/device/payment evidence

specify how I breached any rule

They have also stated that:

the decision is "final and non-reviewable"

my funds cannot be withdrawn

After further contact, they said the case will be reviewed within 60 days, which contradicts their earlier claim that the decision is final.

I believe this is an unfair confiscation of funds and a misuse of vague terms to avoid paying winnings.

I am requesting:

Full evidence of the alleged violation

Or immediate release of my €3,200 balance

I am willing to cooperate fully and provide any verification required.

Important notice:

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• What types of games did you play? Were they slots, live casino games, or sports betting?

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

Best regards

Veronika

Hello Veronika,

Thank you for your response and for looking into my case.

To answer your questions:

- To my knowledge, no one in my household or using my internet connection has created or used another account on this casino. I have only ever used my own account.

- I have not used any VPN, proxy, or IP-masking software at any time while accessing the casino.

- I completed KYC verification just before attempting my withdrawal and provided the requested identification documents. These were accepted, and only after this process was my account blocked.

- I played slot games only. I did not engage in sports betting or live casino games.

I would also like to highlight that the casino has not provided any concrete evidence of the alleged "linked account" or multi-accounting. They have only made general statements without identifying how the accounts are connected.

Given that my identity was verified through KYC, I believe this further supports that I am a legitimate single user and that this may be an error or false positive.

I am fully willing to cooperate and provide any further documentation required. I respectfully request that the casino either provide clear evidence of the alleged violation or release my balance of €3,200.

Thank you again for your assistance.

Kind regards, 

Daniel O’S.

Hello Veronika,

Thank you for your continued assistance.

I have now received my account and transaction data from the casino. However, the casino still has not provided any actual evidence to support their claims of "multi-accounting" or "linked accounts."

They continue to repeat general terms about bonus abuse but have not:

- identified the alleged linked account in full 

- provided any IP, device, or payment data showing a connection 

- explained how I specifically violated any clause 

They are now redirecting me back to support instead of addressing the issue directly.

I would like to emphasize again:

- I completed KYC verification before attempting withdrawal 

- I used only one account 

- I played slot games only 

- I did not use any VPN 

At this point, I believe the casino is withholding my €3,200 without sufficient justification.

I kindly ask for your assistance in requesting concrete evidence from the casino or helping resolve this matter.

Kind regards, 

Daniel O’S.

Thank you for your detailed responses and for providing additional information regarding your case. To proceed with the investigation, please forward the communication between you and the casino regarding the closure of your account and their claims to veronika.f@casino.guru.

Additionally, could you please specify which bonus you activated and played with? Was it a deposit bonus or a no-deposit (free) bonus? Have you used only one bonus at this casino, or did you play with multiple bonuses? If possible, please also send a screenshot or a link.

Hello Veronika,

Thank you for your response.

I will forward all communication between myself and the casino to your email as requested.

Regarding bonuses:

I did use multiple deposit bonuses over time while playing on the platform. These were used normally as intended while playing slot games only.

My bonus usage was spread out over time and was not excessive or intended to exploit the system in any way. I did not create multiple accounts, share my account, or attempt to abuse any bonus offers.

All gameplay was conducted from my single account using my own funds.

I would also like to emphasize that:

- I completed KYC verification before attempting withdrawal 

- The casino has not provided any evidence of a linked account 

- My account was only blocked after requesting withdrawal 

I am happy to provide any additional information or screenshots if required.

Kind regards, 

Daniel O’S.

Dear Dos199111

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Thank you.

Hello Dos199111,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Yep Casino to join the conversation.

Dear Yep Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.