Yoju Casino - Player's account has been blocked.

Dear Casinoguru!

I heard from friend, that this is a good casino! So I started to deposit 250€+250€ Welcome Bonus. After playing The Rave, Legacy of Egypt and Big Bass Splash I could win a sum of 10911.50€. Verification was very easy and fast.

I tried to withdraw everything in 3.000€ steps as their weekly withdraw limit says. Then I got everything as not approved expect one 3000€ withdrawal that is still pending. No Problem i thought I‘ll do the rest manually.

Today I wanted to play again, but my account is disabled and I still didn‘t receive a withdrawal.

I hope it‘s not a scam. Please Casinoguru, help me. 

Dear hurenbog69,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you tried contacting the casino regarding your blocked account? Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

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,

Kristina

Habe ich Ihnen selbstverständlich geschickt.

Thank you very much for your email, hurenbog69. I see that the casino believes you have created multiple accounts.

Have you already provided documents to verify your identity? Could you please advise which bonus you activated? If possible, please post here the link to the bonus offer you activated. Thank you in advance.

Ja natürlich alles verifiziert. Das Willkommensangebot.

Thank you very much hurenbog69 for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) 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.

Dear hurenbog69,

I’m sorry to hear about your negative experience. I’ll contact the casino team to see if I can help.

I would like to invite the representatives of Yoju Casino to join this conversation.

Dear casino team,

Can you please clarify the situation? Any relevant evidence that would prove your allegations in this case can be sent to andrej.p@casino.guru.

Dear Casinoguru Team,

We have forwarded detailed information on the issue and all the proofs via email. Thank you for your corporation and waiting for your reply.

Thanks in advance.

Thank you, Yoju Casino team, for providing the necessary information.

Kindly note that I’ve replied to your e-mail. We would like to clarify a few additional details regarding the issue.

I’m setting the timer for 7 days.

Dear hurenbog69,

Please be informed that the casino has provided us with the requested details and evidence on your case. We will, however, need to discuss your complaint internally in a meeting, which is scheduled for Wednesday next week. I’m therefore extending the timer by 7 days.

I’ll update this thread once we reach a final decision in this case. Thank you for your understanding.

Thank you all for your patience.

After discussing this case internally, we have come to a conclusion. We believe that the presented facts and evidence are not sufficient as grounds for non-payment in this case.

Since the reason for the casino’s decision in this case was a suspicion of bonus abuse, based on certain matches and similarities between two player accounts, the main one being logins from the same IP address, we believe that further steps should be taken to either prove or refute the existing suspicion.

Dear casino team,

Kindly note that further details have been provided to you via e-mail. Looking forward to your reply.

I’m setting the timer for 7 days.

Dear hurenbog69,

Please be informed that the casino has provided us with additional information regarding your case.

As additional time is required to assess this information and prepare a statement, I’m extending the timer by one day.

Thank you for your understanding.

Dear all,

After gathering all the necessary information and discussing this case internally, we are closing this case in favor of the casino.

We would like to highlight the following facts:

1. There are strong indications that the players in question weren't playing for themselves and they were using bonuses to gain long-term profit using a strategy generally referred to as bonus hunting
2. According to the Terms and Conditions of the casino, all promotional offers are limited to one use per IP address. Although in general, this is not an ideal solution, the condition needs to be in place to protect the casino against bonus hunters
3. There is a significant gain for a player taking a bonus twice and using a highly volatile bonus hunting strategy

Furthermore, we would like to emphasize that two users can play from the same IP address by coincidence. In general, if this is the only reason for voiding winnings, we don't accept it as players may not even know they are using the same IP. Recreational players usually don't read T&Cs, although, we believe that it's needed to create a safe environment for them.

Nonetheless, in this case, there is a clear connection between the two users, and according to their play style, we are almost certain they are bonus hunters. Although we don't consider bonus hunting by placing large bets and forcing volatility to be fraud (as long as each player plays in their own name, which we doubt was the case here), we believe that it's fair for a casino to enforce its T&Cs more strictly against these type of players. Thus, even though using the same IP rule wouldn't be fair in most cases, this one is an exception.

With that being said, we understand the decision of the casino in this case and won't penalize it.

hurenbog69, in case you are not satisfied with our ruling, I strongly recommend you consider submitting an official complaint to the Licensing Authority of the casino (Curacao Antillephone). Should you decide to do so, feel free to contact me via e-mail - andrej.p@casino.guru. I’ll gladly guide you through the process.

I'm 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. We will try our best to help.

zu Punkt 3: Ich bin Highroller und spiele normalerweise mit 100€ pro Spin. Natürlich spiele ich dann 5€ pro Spin an hochvolatilen Slots, wenn nur 5€ mit Bonus gestattet sind.

Wie man langfristige Gewinne erzielen soll wenn man einen Bonus zigtausende Euro durch die niedrigen RTP‘s dreht ist mir ein Rätsel. Ich bin auf jeden Fall mit Boni weit im Minus.

zu Punkt 1 und 2: Wenn man sich zuhause einen gemütlichen Abend machen will mit Freunden und spielt ist das für Sie ein Verstoß? Man muss doch sowieso durch den ganzen KYC Prozess. Also wie soll das funktionieren? Man muss ja auch teilweise Videoverifizierungen machen, also sicherer geht es eh nichtmehr. Wozu braucht man dann noch solche lächerlichen IP Geschichten? Nur um die Spieler zu betrügen.

Ja bitte helfen Sie mir eine Anzeige dort einzureichen.

Ich werde auch in Zusammenarbeit mit dem Konsumentenschutz in Österreich gegen die Betreiber dieses illegalen Glücksspiels vorgehen, da Sie meine Gewinne nicht auszahlen.

Thank you, hurenbog69, for the reply.

The casino is licensed in Curacao, by one of the master license holders - Antillephone N.V. To submit a complaint to Antillephone N.V., you’ll need to send an e-mail to complaints@gaminglicences.com.

Don’t forget to include:

1) Your personal information:

• name (your first name, your last name, and the middle name if you have it)
• your country of residence
• your age

2) Complaint body must include:

• casino name and its domain
• your login (username) and email in an online casino (with which you had registered the account)
• then describe the situation as thoroughly as possible (including the sum of money you are challenging)

3) Attach to the email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino

Please let me know if you have any questions.

Dear all,

As explained earlier, we will now close this complaint as ‘Rejected’.