Your Loot Casino - general discussion

If you want to discuss anything related to Your Loot Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

I want to publicly report my experience with YourLoot , as I consider what happened to be a completely unfair and potentially fraudulent practice.

The situation was as follows:

I created an account on YourLoot , made a deposit and played normally, meeting the wagering requirements necessary to withdraw my funds.

Once I met all the requirements, I requested a withdrawal. At that point, the casino asked me to complete a KYC (Know Your Customer) verification.

To complete the process, they asked me for the following documentation:

A selfie photograph holding my identity document.

Photographs of both sides of my document.

A selfie photograph holding my identity document, with my game account open and visible on the screen.

I sent all the requested documentation and was informed that the verification could take up to 24 hours.

However, after waiting that amount of time and contacting support to inquire about the status of my verification, they simply told me that I should continue waiting.

Days later, when I contacted them again, they changed the information and told me that the process could take up to 10 days.

Finally, after several days of waiting, I received a response stating that my identity could not be verified, that my account would remain permanently blocked, and that I was not allowed to create a new account on YourLoot.

The worst part of all this is that they also informed me that my funds would remain blocked and that I would not be able to withdraw them.

According to YourLoot, I allegedly violated certain platform rules. However, they never provided me with a clear, specific, and verifiable explanation of what the violation was. I played normally, met the wagering requirements, and submitted all the requested documentation.

I find it unacceptable that a casino allows deposits and normal gameplay, but then, when it comes time to withdraw, requests documentation, prolongs verification times, and ultimately blocks both the account and the funds without offering a convincing justification.

My complaint is simple: I want a concrete explanation of the alleged infraction and to be allowed to withdraw the money that legitimately belongs to me.

I've attached screenshots of all the conversations I had with YourLoot support so you can verify what happened.

I'm sharing this experience to warn other users and prevent them from going through the same situation.

Be very careful before depositing money into YourLoot .

Hello, thank you for taking the time to describe everything so clearly. I imagine going through it all again isn’t pleasant after such a frustrating experience, so I appreciate the effort you’ve made to help other players avoid similar problems.

From your description, it still isn’t clear what went wrong with the verification or which rule the casino believes you broke. Perhaps there’s something in the screenshots that helps explain it.

I’m glad you’ve submitted a complaint, because the mediators can go through the information and assess what can be done. In many cases like this, although not always, the casino needs to explain its position during the complaint process. That can give us a chance to clarify what happened and work towards a fair outcome.

No rules or regulations were broken. They didn't provide any details either; supposedly, they're reserving judgment on which regulation was violated.