Yeti Casino - Player was able to reopen an account.

Good day

Yeti Casino does not protect gamblers with a problem. I am requesting a refund to the total of R205 000.00. I made this amount in deposits. I self excluded myseld a couple of times. Got emails to remind me that my self exlusion period was over. I probably spend even more and no red flag from them. I was able to create 3 accounts just using a diffrent email. They dont protect people with a problem.

Dear Hester,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the casino's Responsible Gambling Policy and I found this:

"Clients reserve the right to select a 7 day, 30 day, 6 month, 1year or even a permanent exclusion period in their accounts."

"Full Exclusion:

All clients of Yeti Casino reserve the right to exclude themselves at any given period of time from any casino activity. The exclusion process can be done by adjusting the "lock account" option to "forever", therefore resulting in the closure of the casino account.

Important - Clients must always remember that once an account is fully excluded, all pending balances will be lost and the account cannot be reopened."

And this is what I found in general T&Cs:

"Self-Exclusion

A player can instruct us to exclude him or her from making use of the gaming services for a specific period of time (from a minimum of 6 months to a maximum of 5 years) by contacting Customer Services. In asking Customer Services to exclude a player from Yeticasino.com and our Services, a player acknowledges and agrees that we will block that player’s Account from placing gambling transactions for the period requested, starting as soon as possible after receipt of your request (and, in any event, no later than the next time a player tries and logs in). The self-exclusion will be applied to all websites operated by us and members of our Group (please note that there may be a short delay in applying the self-exclusion to websites operated by other members of our Group)."

Could you please clarify how exactly you requested self-exclusion? Was it via your account or via support?

Have you tried discussing this issue with the casino? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Good day.

I did it on my account 3 times. They only have a max of 3months exclusion. I have on the 4th attempt asked them on my account via online rep to close my account permanently. I was able to open 2 more accounts with my details just another email. Yes I had a gambling problem. I did try and resolve it with them. I will forward emails to you directly.

Thank you for your reply and email. I checked the self-exclusion option available in the account and I found this:

While you are correct that there is a maximum of 3 months available, you can always ask the casino's support for a different self-exclusion period. Have you contacted the casino in order to request self-exclusion for a specific period of time? Have you informed the casino about the reason for self-exclusion?

Yes I did as they asked me.

I am sorry, Hester, but I haven't received any email or other supporting evidence that would show that you requested self-exclusion from the casino's support for a different time period than available in your account. Could you please forward me this message?

Yes sure resending it now.

Hester, you sent me the same email again. I must see an email in which you asked the casino to self-exclude your account for a time period other than 3 months. This evidence is essential for us to proceed with this complaint. Thank you in advance.

Hi. I only have the one that I just send you. All other correspondence was done on my account via the online representative

I am sorry, Hester, however, we cannot proceed with this case as failed self-exclusion. Without proof that you requested self-exclusion for longer than 3 months, we cannot proceed with this case as failed self-exclusion.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.