Yukon Gold Casino - Player’s account is restricted without clear explanation.

To Whom It May Concern,

I am writing to formally complain about the handling of my account and promotions at Yukon Gold Casino, which I believe has been unfair and misleading.

I originally received a promotion from Yukon Gold Casino that clearly stated at the bottom that the promotion could be used on multiple accounts. Based on this wording, I believed I was permitted to create a secondary account to redeem the offer. I attempted to do so once, but when the promotion did not work, I immediately contacted customer support for clarification.

During that conversation, I was informed that only one account per person is allowed. I fully understood this explanation, accepted it as fair, and ended the matter without further attempts.

However, despite my cooperation and the fact that the promotion itself stated it could be used on multiple accounts, my primary account has since been restricted/suspended in several ways. Specifically:

I can no longer use my VIP points

I am prevented from gaining levels in Rewards to Riches

I am no longer eligible for promotions

Support has repeatedly told me to "deposit and play as normal" in order for the suspension to be lifted. I have done exactly that, yet nothing has changed, and no clear explanation or timeframe has been provided.

To make matters worse, I later received another promotion by mail, and when I attempted to use it, the match bonus was credited to my VIP points, which I am currently unable to use due to these restrictions. As a result, I am effectively being denied access to bonuses that were actively sent to me.

I find this situation extremely unfair and frustrating for the following reasons:

The original promotion explicitly stated it could be used on multiple accounts

I attempted to use it only once and immediately contacted support

I complied with all instructions provided by their team

I am still being penalized despite being told the issue would be resolved

I am encouraged to continue depositing while my account benefits remain inaccessible

At this point, I am requesting:

1. A clear explanation of why my account remains restricted

2. Restoration of my VIP points, Rewards to Riches progress, and promotional eligibility

3. Either full access to promotions sent to me or removal of unusable bonuses from my account

I believe this situation stems from unclear or misleading promotional terms, and I should not be punished for acting in good faith based on the information provided by Yukon Gold Casino itself.

I look forward to a prompt and fair resolution.

Sincerely,

Jenna

December 10th, 2025

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.

Dear Jenn,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Yukon Gold Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share the promotion in question, especially the part where multiple account are mentioned? Kindly upload it here in the thread.
• How long have you been a player at this casino, please?
• Am I correct in understanding that you have access to your account, albeit with some restrictions?

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

Best regards,

Katarina