YaaCasino - Player’s self-exclusion request was ignored.

Hello, I have had issues with gambling and requested Ya Casino to close my account on 2022-08-12, stating that I have a gambling addiction. Despite my request, I was still able to play afterward. They have now closed my account, but I have incurred significant losses 😓😢. I am asking for my deposits back after I pleaded about my gambling problem. They did not close my account and I continued playing until 2023-09-25.

Dear lalehsw,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do you have an email you sent to the casino back in August 2022, when you requested to be self-excluded for the first time? In the attachments you provided us with, there is only the email with a self-exclusion request from April 2024. Please forward me your original self-exclusion request at veronika.l@casino.guru.

When was the last time you were able to log into your casino account?

Have you passed the full KYC verification?

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

Best regards

Veronika

I have sent you Mail.

Thank you for your email. However, I can see only the screenshot of the email sent on 28 April 2024, when you requested to be self-excluded due to gambling addiction. Have you made any deposits into the casino after this date? Has your account been closed after 28 April?

Dear lalehsw,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.