Yoju Casino - Player’s funds have disappeared from the account.

Played at this casino. All of a sudden, my balance malfunctioned. Instead of 230€ I had 106€ in my balance.

Live support acknowledged that THERE WAS SOMETHING wrong. Bet history clearly showed that there is something OBVIOUSLY very wrong.

Contacted live support and my personal VIP manager as well.

Neither was able to help. I waited more than 120h, more than 5 full days respectively, for a solution.

Not a single person was able to help or even willing to try.

Dear Rattekruemel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Dear Petronela,

thanks for reviewing my complaint this fast.

First of all, let me hereby assure you that no one has access to my account. As with all online casinos I do not share my account details with anybody.

I have requested via Yoju Live Chat a full betting history but have not yet been provided with it. It was 'transferred to a manager'.

As soon as I receive a full betting history, I will provide you with it. Assuming Yoju Casino will even provide me with a betting history.

Unfortunately, the betting history on Yoju website only shows the bet size ("Wette") and the win resulting from the spin ("Sieg"). It does NOT show the total balance.

In the following screenshot you can see a win resulting from feature in Pragmatics Buffalo King in the amount of €127.60.

I got the feature with a balance slightly above €100+.

Feature can be rewatched at https://replay.pragmaticplay.net/u6vjumTSwG

After the end of the feature my balance was at €106,xx. It should have been around 230€.

I did three more spins until I noticed the malfunction and then contacted live chat immediately on the same day, 8th Sep. 2021. Live Chat was unable to help.

I also contacted my vip manager via email on the morning of 9th Sep. 2021 and informed her about the malfunction but unfortunately did not receive help from her either:

I played with 100% match deposit bonus with 25x wagering. Wagering was at 20%.

After the malfunction, the bonus was shown as 'Lost'. I did not cancel it. (it would be shown as 'cancelled' then, anyway.) Neither was it lost at any point in time:

My deposit was in the amount of €110.36 via Mifinity:

On the 12th Sep. 2021 I contacted Yoju Casino VIP manager again via email, because I still had not received a solution within 5 days and demanded for this problem to be solved until the end of 13th Sep. 2021. Again, I did not receive any help.

Therefore, I now had to open this complaint.

Solution to this all in my opinion: I want my balance to be reinstated to the correct amount of about €230 with wagering done 19,66%.

Internal ticket no. at Yoju Casino is XVQ-WDHDK-006.

Thank you very much, Rattekruemel, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Petronela,

thank you for processing my complaint. I still got no update from Yoju casino, whatsoever. They also did not provide me with my betting history.

Have a nice weekend ahead everyone and thanks again.

Hi Rattekruemel,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Yoju Casino to the conversation to participate in the resolution of this complaint.

Hello everyone,

so far, still no update from Yoju casino. Also I did not receive my betting history as requested many days ago.

Hello everyone, dear Peter,

it's been 16 days now since this malfunction happened and since I contacted Yoju casino about it the first time.

Since then, I have NOT received any solution or EVEN an update. They also did not provide me with my betting history that I requested more than a week ago.

Very disappointing experience. If you run into problems playing in this casino you can't expect any help from them. It is in high contrast to other Dama N.V. casinos that offer great support. Sad and worrying experience so far = very untrustworthy.

In addition, casino.guru, you can very well make my 2nd post "public", if you like, since I blurred all sensitive information in it.

Have a good one and thanks @casino.guru once again.

Hi Rattekruemel,

Thanks for the update. We really need a reply from the casino to make some progress here. Good casinos usually reply within 1-2 weeks. The casino has currently a good rating, so I hope we will hear from them soon. I made the second post public.

Dear Rattekruemel,

First of all, receive our sincere apology for waiting for the resolution of this case.

We have just received the reply from the provider and would like to kindly inform you, that the bonus has been restored to your balance. Since we cannot restore it with the same % of wagering, we have deducted from the total amount that should be wagered the sum of bets you've done and credited the bonus with the remaining wager to your balance. We hope this case can be resolved now.

Once again sorry for the caused inconveniences.

Kind regards,

Yoju.casino team

Hello everyone,

I can confirm that my balance was reinstated correctly in the amount of 236,xx€.

However, I am afraid I have to say that this whole process took more than 17 days which is WAY too long and an absolute no go. I understand, that you had to contact your platform provider. Still, it is your responsibility. Its just totally unacceptable that a costumer has to wait for that long for a mistake to be solved that appeared on YOUR site.

I wagered the bonus and requested a withdrawal now. I expect Yoju casino to handle it with the highest urgency, considering how long this has been going on now. (my account is fully verified.)

Furthermore, I was promised an "appropriate compensation" by your VIP host Jess on 9th Sep 2021 which I did not receive so far:

In addition, after the malfunction happened I was granted 50 free spins for reaching VIP. I could not use these due to this issue. Therefore, I kindly ask you to reinstate these free spins as well:

This complaint will be RESOLVED as soon as...

a) my withdrawal is processed urgently

b) my account is credited with appropriate compensation

c) my account is credited with the 50x VIP free spins I could not use

As soon as the before mentioned points are solved to my satisfaction, I will of course also update my current review of Yoju casino on this site.

Thanks to casino.guru at this point already, since I think Yoju casino would have taken even longer without public complaint.

Kind regards! Have a nice weekend everyone!

(This post can be made public. All sensitive information is blurred.)

I received my withdrawal. The missing 50 VIP free spins have been credited.

Also, I received 75 free spins as an "appropriate compensation", which paid 8.21 EUR. You can judge for yourself if this is an appropriate compensation for having to wait 17 days for a solution to a mistake in Yojus responsibility.

However, this case is therefore RESOLVED now and I would like to take the opportunity to thank casino.guru once again for offering great complaint services.

Hi all,

Thank you for your replies.

Dear Rattekruemel,

I'm glad to hear that you received your winnings and that the casino offered you compensation. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter