Yako Casino - Player’s requesting a full deposit refund.

On the 29/9/2018 i requested for the acccout on all british to be closed 

this was done successfully 

now looking at your terms and conditions (as gambling and gambling laws is something im now studying) ive come to realise that once this account was requested to be closed the others should have been automatically closed. 

None of the other accounts were closed until requested again by me at later stages 

The account should not have been allowed to have been opened or deposited on and I would like some help retrieving my deposits please - as they have broke their own terms and conditions.

I have added some screen shots where it shows their terms and I have also added screenshots of conversations where it confirms my account was self excluded and that I wouldnt be able to play across any L and L europe brands

Dear babsbh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have never requested self-exclusion directly from this casino? Would you be so kind as to confirm that you used the same personal details as in All British Casino when you created an account at Yako Casino?

Have you tried discussing this problem with the casino directly? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

Email sent 🙂

Thank you for your reply, babsbh. Would you be so kind and clarify what is this report and who sent it to you? Do I understand correctly that this is a summary or a report of all your withdrawals and deposits you made in these casinos?

Hi 

yes This is when I was speaking to one of the advisors to see when my accounts were closed and to see what deposits and withdrawals had been made 

thanks

So if this is correct, you deposited €4,783 and withdrew €4,002.50 from Yako Casino. Could you please confirm it?

Hi

yes this is the information that they have given

thanks

Thank you very much babsbh for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you 🙂

Hello babsbh.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino team.

thank you

Dear babsbh.

Have you informed the casino team about the gambling problem? After discussion with the casino team, they have informed us that your accounts were regularly closed.

Dear Barbara.

I am very sorry about the situation, but I am forced to reject your case. Since you have not informed the casino about your gambling problem and just closed or self-excluded your account, we believe you are not entitled to receive any form of refund.

When a player asks for account closure or self-exclusion, they are usually asked for a reason. In your case, there was no problem with gambling specification but by the casino team info - "Due to no bonuses" and "due to not enough bonuses". Therefore, we consider the casino team behaved with the terms of responsible gambling.

If you do not agree with our decision, another option is to file an official complaint with the licensing authority of the casino. I can help you with it, although I am convinced that their decision would be the same.

Best regatds, Jozef

jozef.k@casino.guru