Yukon Gold Casino - Player is unable to redeem VIP points.

For several months, I have been locked out of being able to redeem my VIP points at Yukon Gold Casino. Yes, I have made some big wins over time, and withdrew those winnings, but I have also continued to make deposits, and have still not been able to get the suspension on being able to redeem my VIP points lifted. Support has been vague about the reasoning for this, and I would like to know how much more I would need to deposit to have the suspension lifted, or any other necessary steps I would need to take, instead of just getting vague answers about it.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Yukon Gold Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain in your own words what your activity in the casino was recently? Did you redeem bonuses, withdraw winnings, etc.?
• Is your player's account verified?
• Do you have any accounts open at brands associated with this casino, to your knowledge?

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

Best regards,

Tomas

I did made a withdrawal back in January of around $2000, and I've recently deposited around $1630 - $1730 into my account, while also playing for quite a bit of time. I can't seem to access any other accounts if I do have any, and if I do have any other accounts, I would like the casino to close them, and only keep my active account (the one I gave you when I submittedmy complaint).

I'm mostly seeking a more clear answer on how to get the temporary suspension lifted, rather than continuing to receive a vague answer. I want to know how much more I need to deposit, or if there are other accounts I need to close while only keeping the active account I gave when I submitted my complaint.

Dear Shadow_Sora,

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, Mirka (miroslava.d@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,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Yukon Gold Casino representative to join this conversation.

Dear Yukon Gold Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hey there

The temporary suspension of certain Casino Rewards promotions and the redemption of your VIP points is based on a number of contributing factors. This includes, and is not limited to:

- Your game play history

- Your bonus history

- Your deposit history

- Your withdrawal history

Unfortunately since this is an automated system, we do not have the exact algorithm requirements to remove the suspension. If you continue to deposit and play as normal, your points suspension will be eventually lifted. Any play during this time will continue to accumulate points and any accumulated points will be redeemable once the suspension is lifted - points never expire.

The player is still able to claim certain match deposit bonuses.

I would suggest to continue to play as normal, however I would try to play without bonuses for a short while.

Cheers

I have been playing without bonuses for awhile, and still can't redeem my VIP points. I was hoping for a more straightforward answer, but it's unfortunate that you can't find the exact algorithm requirements to lift the suspension.

Dear Yukon Gold Casino,

Coud you please confirm, if there would be any other way of lifting the suspension, for example manually from your side?

Thank you.

Hi Mirka

There is no way to lift the suspension unfortunately.

Dear Shadow_Sora,

Thank you for your cooperation in the process. I understand this situation is unpleasant for you, but since it looks like your problem can not be manually changed, and specific actions cannot be advised, we are unable to provide you with enough support to help you in this case.

Due to the aforementioned reason, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Thank you for your understanding.

Best regards,

Mirka