The player from Austria had deposited 30 euros as a new player and won 700 euros, but the casino deactivated his account, citing a duplicate account as the reason, which he denied. He believed he was being scammed. The issue was resolved when the casino acknowledged a misunderstanding and reinstated the player's winnings, allowing him to withdraw the funds. Additionally, a bonus was added to his account as compensation for the inconvenience. The complaint appeared to be resolved; however, the player has not provided confirmation and has ceased communication. Consequently, we have had to categorize this case as rejected due to the lack of response from the player.
Yakuzabet Casino - Player’s account is closed due to alleged duplicates.
Amount: €700
Yakuzabet Casino
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6.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
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2 months ago
Translation
Hey, I deposited 30 euros as a new player and won 700. I talked to live chat twice, and then my account was deactivated. They say the reason is duplicate, but that's not true. I was never there before. I even activated my email and everything. They're scamming people.
Automatic translation:
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2 months ago
Dear chiller19,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Could you please advise if you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
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2 months ago
Translation
Hey, I was new there. Firstly, I don't normally register at the casino because they don't have a 100% bonus.
I sent kyc before it was activated, I was already blocked in the middle of playing, my balance was 0 euros and my account was blocked, I've never experienced anything like that before and I've played over 100 casinos :) I didn't take a screenshot, I was blocked straight away. There was only a bonus on a wheel that I wired and got free money, you don't have to wager anything. As soon as you win something you get blocked and they say duplicate, so ridiculous, why did I have to activate my email, only play with the email
Automatic translation:
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2 months ago
Dear chiller19, is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Did you deposit money using a payment method that is in your name?
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1 month ago
Dear chiller19,
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.
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1 month ago
Translation
hey dominika I live alone 🙂 payment method was mine as always 🙂 but whatever, I'll never play at such fake casinos again 🙂
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1 month ago
Thank you very much, chiller19, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.
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1 month ago
Hello chiller19,
I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite Yakuzabet Casino to join the conversation.
Dear Yakuzabet Casino,
Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru
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1 month ago
Hi Michal,
Thanks for allowing us the opportunity to present our side of the story. I have done a full investigation into this incident and have just sent you an email with full analysis and evident to support our case. Please have a look and let me know if you need anything else from our end.
Regards,
Tai
Yakuzas.bet
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1 month ago
Dear Yakuzabet Casino,
Thank you for your response and your email with the information. I have sent a follow-up with some further questions to gain a clearer understanding of the situation that took place, and I look forward to hearing back from you.
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1 month ago
Hi all,
Upon checking with our platform provider for additional details, we now conclude that there was a misunderstanding on our end, and the player should be paid his rightful winnings despite some minor infraction, which we were not going to be using against the player anyway. We will now reactivate the account with a balanced, adjusted, and ready-for cashout. Furthermore, we have placed a bonus in the player's account as compensation for the inconvenience and delay this incident has caused. Thanks for your understanding.
Regards,
Tai
Yakuza. bet
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1 month ago
Translation
hey ok wow I wouldn't have thought that, my account has been reopened and the money is on it. Thanks anyway, I'll make a withdrawal and see if everything works :) and sorry for being so mean but a lot of casinos have already ripped me off.
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1 month ago
Thank you for your response and an appropriate course of action, Yakuzabet Casino.
Dear chiller19,
As per the response from the Yakuzabet Casino team, there were some details discovered that raised questions; however, they did not provide a valid reason for hindering them from paying you your winnings. I appreciate that the Yakuzabet team acted justly by reinstating your winnings to your account and permitting you to withdraw. I hope that you receive the funds soon, and I will consider this matter resolved once you confirm their receipt.
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1 month ago
@chiller19, no worries! You’re in good hands with us, and we completely understand your frustration. We’d be the last ones to try and take advantage of anyone, and when we’re in the wrong, we own up to it.
Transparency and fairness are core to what we stand for.
As players ourselves, we know exactly how it feels because we’ve been in your shoes. Good luck, and enjoy your wager-free gift—it’s ready to withdraw anytime!
Tai
Yakuza.bet
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1 month ago
Dear chiller19,
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.
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3 weeks ago
Dear chiller19,
While it appears that the matter has been resolved and you have received your winnings, we have not received any further confirmation from you regarding this or if you require additional assistance. Consequently, we are forced to close this complaint as rejected. I would like to express my gratitude to the casino team for their cooperation.
Please feel free to reach out to us, chiller19, should you encounter any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
