YYPG Casino - Player's account has been closed due to suspicion.

THE YYPG CASINO WHICH I REGISTERED AND DOWNLOADED THE APP TO RECEIVE THE DOWNLOAD BONUS... AT THE END OF THE REGISTRATION I MADE A DEPOSIT OF $100 MXN TO RECEIVE THE FIRST DEPOSIT BONUS WHICH WAS CREDIT TO MY ACCOUNT,

I STARTED PLAYING A GAME FROM THE PROVIDER PRAGMATIC WHICH I LIKE A LOT. AFTER A FEW HOURS OF PLAY, I DECIDED TO MAKE MY FIRST WITHDRAWAL FOR THE AMOUNT OF 11,000 MXN. I ADDED MY BANK CARD, ETC. AFTER SEVERAL HOURS I NOTICED THAT I WAS NOT RECEIVING ANY DEPOSIT FROM THE CASINO. I WANTED TO LOG IN TO FIND OUT WHAT WAS HAPPENING, SO I WAS BIGLY SURPRISED THAT I WAS NOT GIVEN ACCESS. THEN I WENT TO CUSTOMER SERVICE AND THEY TOLD ME THAT MY ACCOUNT IS SUSPECTED OF ARBITRATION AND THAT IT WOULD BE FROZEN. I DID NOT TRY OR DO ANYTHING THAT THE CASINO MENTIONED. I SEND THE DEPOSIT ORDER AND CAPTURE OF THE DEPOSIT I MADE.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with YYPG. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise if you finished wagering the first deposit bonus before requesting a withdrawal?  
• Did you pass the verification before you lost access to the account? Were the documents you sent verified?
• Did the casino specify to you if you had breached any particular rule in the terms and conditions?

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,

Natalia

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Good morning Natalia! I'll answer your questions of course:

Could you please let me know if you've finished wagering your first deposit bonus before requesting a withdrawal?

A: If the bonus was wagered in full

Did you pass verification before losing account access? Were the documents you submitted verified?

A: I was not asked for any documents when I registered.

Did the casino specify if you had violated any particular rules in the terms and conditions?

A: They just told me that my account was suspected of arbitrage and that it would be frozen.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Of course I already sent everything to your email... I'll upload them here anyway.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you very much Natalia!!!

My name is Jana,

and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact YYPG Casino outside this complaint thread and let you know any new information once I receive it.

Ok Jana.. Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana