The player from Germany requests urgent assistance with a blocked account at YoYoSpins after winning €3,000 from a cashback. The casino claims he violated terms by using multiple accounts via his IP address, which he denies, stating he only has one account. He is seeking clarification on the account suspension and the release of his payout.
YoyoSpins Casino - Player’s account is closed and funds are delayed.
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YoyoSpins Casino
Safety Index 5.7 Below averageCase summary
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13 hours ago
Translation
Dear Casino Guru Team,
I urgently need your help with a problem at the online casino YoYoSpins.
I received €75 cashback from YoYoSpins and won a total of €3,000 from it.
I then requested a withdrawal of €3,000. The withdrawal was already in the queue.
Instead of paying out my money, YoYoSpins permanently blocked my player account and refused to pay out.
I was told that the reason given was that I had allegedly violated the terms and conditions because multiple player accounts had been used via my IP address.
I expressly deny this accusation. I only created and used a single player account at YoYoSpins.
I use both Wi-Fi and mobile data. Different or shared IP addresses are therefore possible. However, this does not mean that I have multiple accounts.
I have contacted YoYoSpins several times and denied the accusation. Unfortunately, I am no longer receiving a response from the responsible department. Live support simply keeps referring me to the same email address.
I have again requested in writing that YoYoSpins review my case and release the payout.
I therefore urgently request Casino Guru's assistance in clarifying this case.
I would like YoYoSpins to provide a comprehensible explanation for the alleged duplicate account, to review the account suspension, and to release my €3,000 payout unless there is a legitimate reason for withholding it.
I can provide the email with the reason for the block as proof.
Thank you for your support.
Best regards
Automatic translation:
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59 minutes 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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59 minutes ago
Dear Benbutton,
Thank you very much for submitting your complaint. I'm sorry to hear about the closure of your account and the confiscation of your winnings.
Please understand that casinos generally have the right to restrict or close accounts if their Terms and Conditions have been violated. However, any confiscation of legitimate winnings should be properly justified.
To better understand your situation, I would like to ask you a few questions.
- Is there any chance that someone in your household or using the same IP address has also created an account at this casino?
- Have you ever shared a device, such as a computer or mobile phone, with another person who may have played at YoYoSpins?
- Could you please confirm whether your casino account has been fully verified and whether you successfully completed the KYC verification process?
Could you please also upload the email in which the casino informed you about the alleged multiple accounts and explained the reason for closing your account?
Thank you very much in advance for your cooperation and reply.
Best regards,
Samuel
