Yummygame Casino - Pelaajan kotiutus on viivästynyt ja kasino on suljettu.

Hello.

I registered an account in this casino in February, made my first deposit, and was credited with the first welcome bonus. I played with it, won some funds, and finished the wagering requirements in accordance with the bonus rules.

On February 17, I requested a withdrawal. My account was verified, so I didn’t expect any difficulties with the withdrawal.

However, it wasn’t processed for a few weeks. I asked their support somewhere (at the beginning) in March about what happened and got a reply that they performed a scheduled maintenance, and that’s the reason why my withdrawal is being delayed.

Later that month, I received information that the casino will be available in April.

In April, nothing happened as well.

It’s May already, and I've started to believe that I just lost my funds.

The problem is that their site is no longer available, and I do not have any contact details. All the previous conversations were via their live chat support.

I hope that you can help me to contact them, somehow, and receive my winnings.

Dear tomashugorivas,  

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

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Do I understand correctly that the casino has been under maintenance since March?  
• Has the casino provided any explanations about what was going to happen to players' balances while they were under maintenance?  
• Do you have any saved correspondence between you and the casino (emails, chat logs, or screenshots of the chats)? If yes, could you please share it with us here or send it to my email at [email protected]?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, and thank you for your prompt response.

1. I was playing slots only.
2. Yes, but their website was available in March for some time. When I checked it in March, after my conversation with them, there was a maintenance, and a note appeared that they will return in April. So I was waiting, but from April website was unavailable at all.
3. Nothing, honestly, they just told me that after maintenance, everything will become normal. Your funds are safe etc.
4. Unfortunately, I did not make screenshots of live chat conversations, I didn’t contact them via email, cause live chat was available. Later on, when their site became unavailable, I did not worry cause they informed me, previously, that somewhere in April they’ll be back and that the funds are safe and so on.

Thank you very much for your reply, tomashugorivas. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Hello,

Unfortunately, I have nothing to share. I haven't spoken with them via email and haven't made any screenshots.

Now I know that in the future I'll be doing screenshots, but in this case, I don't have any.

Thank you very much, tomashugorivas, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) 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.

Hello, tomashugorivas,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Yummygame Casino Team,

Could you please explain the player's situation in more detail, or what is happening generally?

Has the complainant's account already been fully verified?

What is the estimated time frame for finishing the casino's maintenance? When will the user be allowed to withdraw his balance?

The user requested a withdrawal a long time ago, as he claimed. Why can the casino not process it?

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.

Dear tomashugorivas,

I am extending the timer once again by a few more days, while I am trying to contact the casino manually in all available ways outside the thread.

If no one from the casino contacts us back regarding the matter until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Dear tomashugorivas,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Anjouan Gaming - AOFA) and submit a complaint directly to them. You can find more about their complaint resolution process HERE and general information regarding complaint processes with regulators HERE. However, since the casino's website is unavailable, and the standard way of submitting a complaint is not available (through an official license validator/seal on the casino website), use the email address [email protected] or their contact form to find out more about the process under the given circumstances or for submitting a new complaint.

In case of any questions or news from the regulator, do not hesitate to contact me at [email protected].

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru