The player from Germany had had issues with his deposits not reflecting in his Yoju Casino account, despite confirmation from his bank and Ezeewallet that the money had been transferred. The player had claimed that the casino had been unresponsive to his complaints. We had tried to mediate by inviting a Yoju Casino representative to the conversation and requesting a screenshot of the payment from the player. The casino had requested a screenshot from the player to continue the investigation. Despite the player's claim of contacting the casino several times without a response, the casino had maintained that they had not received the necessary documentation. The issue was finally resolved after the player had provided the requested screenshots and the casino had confirmed that the payment was successful and credited to the player's account.
Yoju Casino - Player's deposits are not reaching the casino account.
Amount: €30
Yoju Casino
Safety Index:Below averageCase closed
RESOLVED
Case summary
This Casino is from the same group as Lucky7Seven casino and 7bit Casino. Both casinos that I have Threads already or am going to open one. Scammed from 3 different sites of the same group. This is insanity. Luckily I had a bad feeling and didn’t deposit too much.
THIS goes for all 3 deposits that never reached my account, I contacted ezewallet and they reassured me that each individual Casino long got the money in their bank. My bank and Ezeewallet confirmed it, but that’s logical if you think about me using instant transfer…
Dear dukanovicmarko02,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider, which you've already done.
The process to manually clear transactions stuck in a payment system might take up to one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
Hello, I had similar cases before and they were always solved quickly, this time is different. Their support is not replying and nobody is insisting to help. I know for sure the money reached their bank long ago, since EzeeWallet confirmed it. It is a big scam that is going on, same with my other complaint of 7Bit and Lucky7Seven Casino. I know I won’t ever see the money again
I understand your frustration. Sometimes these transactions get stuck in payment systems and need to be cleared manually. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 22 days to allow the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
hey, it's been 23 days since the transfer. So far there has been no response or feedback. The casino completely ignores me
Do I understand correctly that your issues in both casinos haven't been resolved yet?
Thanks in advance for your reply.
No, only Yoju Casino is still causing problems. Support has never responded to my emails and there are hardly any contact options. In my opinion the most untrustworthy casino ever. The players completely ignore it.
Thank you very much, dukanovicmarko02, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
Dear dukanovicmarko02,
I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Yoju Casino representative to join this conversation and participate in resolving this complaint.
Dear Yoju Casino,
Could you please state why the player's deposit hasn't reached the casino account?
Thank you in advance for providing the information.
Kind regards,
Stefan
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello, everyone! Thank you for contacting us, about this issue. We received the client's complaint on October 13. Today on Monday, we received a reply from the finance department, that they need a screenshot from a payment provider's side of the deposit, to continue the investigation. We have requested it from the client recently, we will continue the investigation of the case once we have this screenshot.
Dear dukanovicmarko02,
Could you provide a casino with the necessary screenshot and let me know here once you do that?
Thank you very much in advance for providing the information.
Kind regards,
Stefan
I have already tried to contact the casino several times, they are huge scammers. They didn't respond to a single email
Dear dukanovicmarko02,
Did you manage to provide the casino with the necessary documents?
Kind regards,
Stefan
Dear dukanovicmarko02,
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.
Hello, as already mentioned, I wrote to the casino several times and never received an answer.
Hello, everyone! We never received a document or an answer to our email from the player. In order to investigate the issue, we need a screenshot from a payment provider's side of the player deposit.
Dear dukanovicmarko02,
Could you respond to the casino's email once more time? You can also paste the screenshot here.
Thank you very much in advance for providing the information.
Kind regards,
Stefan
Sorry but you just don't understand me, I've been waiting for a response from the casino for almost 3 months. these miserable scammers have never replied to me
Dear dukanovicmarko02,
Without your cooperation, we won't be able to resolve the complaint. So I will ask you one more time, could you respond to the casino's email and paste the screenshot of the payment here?
Thank you very much in advance for providing the information.
Kind regards,
Stefan
Dear dukanovicmarko02,
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.
Dear Yoju Casino,
Could you have a look at the provided screenshots and give us a statement?
Thank you very much in advance for providing the information.
Kind regards,
Stefan
We have redirected those screenshots to the Finance team and just got a reply from them that the payment was successful and it can be found on the client's account. Thank you for the screenshots!
Dear dukanovicmarko02,
Could you confirm if you have received the funds?
I am looking forward to your response.
Kind regards,
Stefan
Dear dukanovicmarko02,
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.
Yes, I finally received the money. Thanks Casino Guru.
Dear dukanovicmarko02,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Stefan
