Yoju Casino - Player’s withdrawal delay with unresolved licensing issue.

requested a withdrawal on the 31st October 2023, and after waiting the 5 days that yoju states it takes for a withdrawal to process contacted the casino via live chat as well as emailing them. After telling them I had not received payment they sent me a document of some sort which only had my name on it and the amount of 2600 dollars, all other information on this document to me meant nothing. They requested I send them my bank statement from the 31st Oct upto the 11th November which is when I first contacted them about the no receiving of any money. So I did, I sent them a copy of my banks transactions in pdf format like they requested and then they started playing games with me requesting an estatement which I also sent them. Going on to 20 days now and they still have not honoured my withdrawal request. I said to them either pay the withdrawal or simply refund the last 60 days of my deposits which totalled approx 5000 dollars, to which they refused as well.

i also reached out to CEG as yoju claim to be licensed by them, but CEG replied by stating they would not help as yoju is not licensed by themselves.

Please if there is any way of getting assistance with this problem I'm having with yoju as its starting to effect my family life because of the money ive deposited into the casino and then being robbed of my withdrawal, its all im thinking about and it's really starting to playbqith my emotions and mental well-being.

1408/5000

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Dear 6ftogrunt,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed or it has been sent but never reached you?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost three weeks is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I've checked with my bank several times and I've been told that the money has not been deposited period. Money going into a bank isn't visible to the bank until the money reaches the account before this the money isn't there. I honestly beleive that they just have not processed the withdrawal request for me at all. They tried to say my bank is with holding the money but why would my bank or anyones bank do that. They either paid someone else and somehow their system has a glitch or not honoured the withdrawal at all. I beleive the latter as I've looked online and there are a fair few people who have gone through what I'm dealing with so my case is not a unique one.

They keep asking for the same documents being my bank statement even though I've sent it to them 4 times along with a letter from my bank stating no such payments from yoju limassol in the amount of 2600 dollars has been received over the last 30 days, and yet this is still not good enough for them. I don't know what else I can do on my end to prove no money has been received.

Thank you very much, 6ftogrunt, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.  

Hello there,

Thank you 6ftogrunt for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Yoju Casino for their help in resolving this complaint. We would like to know what happened to the payment and what can we do to help resolve this issue.

Thank you!

Hi Peter thank you so much for taking time with assisting me with this withdrawal issue. I've now been waiting 20 days for this withdrawal to reach my bank account and my communication with yoju casino staff has been a nightmare. I have explained to them that nothing has been received by my bank from them and despite me sending them what they requested being my bank statement with the dates they also requested which shows my wages and my parenting payments being deposited into my account and nothing else.

After days of running around in circles with them and them being absolutely disgusting when it comes to customer resolve, one can imagine the toll this would have on one's mental state. Why would a gaming site who has a depositing player that deposits on average between 2000 and 3000 dollars a month decide to loose these deposits by not honouring a 2600 dollar withdrawal. I have now joined another brand casino which offer 24 hour withdrawals and are licensed in Malta, a far more superior licencing body than curacao who I beleive without a doubt are anything but trustworthy and should have their licencing ability stripped and be investigated for their involvement in allowing corrupt and illegal casinos to rob people anyway they possibly can.

If it weren't for casino guru, myself being in australia don't know what else I could have done to attempt in getting what I'm owed. So I thank you in advance and hope you will be able to get me my withdrawal from yoju casino who have done this to several people from what I've read online.

Hello! We have been in touch with the client about the issue and tried to investigate what happened with the withdrawal. We have sent a file to the client with the withdrawal confirmation from our side as proof that the funds were sent to him, but also for our Finance team investigation, we asked the client to provide the official bank statement in PDF with the transactions with the timeframe when the withdrawal was conducted, the client did not provide it, but sent the screenshots, of the history from the bank's website. Such screenshots, can't be considered as official documents, like the Bank Statement in PDF, thus the Finance team requested the pdf file with transactions. We still haven't received it, we will be able to proceed with the investigation, once we have it.

I cant supply something I can't obtain and I've already explained this and provided documentation from my bank to validate which I've attached here to.

This is exactly what I talking about. It's not up to me to prove that I've not received the money, it's yoju who have to provide me with evidence that shows otherwise, which they can't as its clearly visible in my statement which I have provided that they havent made any deposits into my bank account.

Dear Yoju Casino Team, would it be possible to provide the information you require in a different way, as you can see the player is unable to produce the bank statement.

Thank you in advance for your cooperation!

We were aware about the client’s problem with the bank and notified the Finance team about this issue couple days ago. Finance team were consulting with their supervisor and updated us about the situation with this message couple minutes ago(client’s sensitive information is hidden):

"The provider shared the following information: The funds were processed to the details (BSB / Account: xxx-xxx / xxxxxxx) on 1st November. The counterparty have confirmed that the payment was sent to the details below.

Please request a PDF bank statement from the player as of October 31 so that we can forward it to the provider for further proceedings in case the user is sure that the funds have not reached him on the specified details.

If he can't provide a statement at all - ask him for screenshots of the history of receipt of funds to the specified details from October 31 to the current date."

According to the new information the finance team can use screenshots of the history of receipt of funds to the specified details from October 31 to the current date as an alternative.

So from what im understanding from all that terrible dialogue is that it is now ok for me to provide yojus finance team with what I've already provided them with 3 times, and yet they are asking for my statement once again? Why was it not acceptable prior to casino guru getting involved and now that they have stepped in all of a sudden yoju casinos finance team are willing to work with my statements provided.

Well I have provided my statements to yoju casino, yoju have them and you can see nothing has been processed into my bank account at all in October and thus far into November, so when will yoju be processing my $2600 dollars, or do I need to wait another month before yoju honours my withdrawal and actually makes good with the payment.

Yoju states that they were aware of the situation with my bank and notified their finance department a couple of days ago? And that they got new information only a couple of minutes ago? I've been emailing yoju and submitting everything yoju requested from me for well over 3 and a half weeks, so in this time according to yojus statement they did nothing up until a couple of days ago, period.

3 and a half weeks of lies and deception is all that's been processed from yoju casino.

In the message above, the finance team supervisor mentioned that we will need "screenshots of the history of receipt of funds to the specified details from October 31 to the current date". But we were not provided with them, we have the screenshots of the client's history from October 31 till November 04. Once we have them support team will be able to send them to the Finance team and their supervisor to investigate.

Done. See ive got nothing to hide, I've emailed yoju the requested documents earlier today. Now you have my statements from the 31st Oct to today the 23rd November. This is going to be good now let's see what other nonsense you will come up with so that you don't have to honour my withdrawal.

Sorry but the trust has been thrown out the window by yoju casinos lack of proffessional conduct and I simply don't have a shred of trust in yoju, not until I see the money in my bank account. By the way how long do I need to wait now that I have submitted my personal banking information to a completely strange entity on the other side of the planet with hope that my banking information isn't used for illegal money laundering or other criminal activity.

Thank you for the provided screenshots, our Finance team sent the information to the payment provider and got a reply from them, please review it below: "If the customer must have a bank statement, the funds are with them, without the bank statement we cannot trace the funds, the customer will have to check with their bank.

The screenshots are of their card statement, we need a bank statement. The customer would have a bank statement like they have for their cards. Unfortunately, as you realize, we can't do anything without a bank statement in this case."

Casino guru, just like I said it would happen, it has. This is what I received from yoju casino tonight after uploading everything they requested:

Now if this casino isn't blacklisted or better still have their licence striped and banned from running online before they rob more people then this world has completely gone to s---.

The statements I uploaded were from my bank account where my deposits came out of and the account linked to my card which I used to deposit. What is yoju talking about.

I beleive that my withdrawal has been stolen from within yoju casino staff and they have linked my account to doing as such, that's why they are playing me for a fool.

What do I do now, please advise. This casino is ultimately responsible for my wife threatening to leave me. The money ive deposited into it and the money they've stolen from me has put a big strain in my relationship with my wife and they must not be allowed to do such a thing to anyone.

I would like to have all my deposits refunded if there is a way casino guru can assist me with this before my family is completely shattered.

The screenshots requested are of my bank account which my card ive used to make deposits is linked to. There are no such thing as a card statement in anyones language. You can clearly see my bsb number and account number on the statements provided which correspond with my card and the account linked to my card.

Yoju you are only making yourself look unprofessional, i truly beleive someone at yoju has put my withdrawal in their pockets and somehow made it look like the money was transferred into my account and thats why yoju are delaying the process here because they arent looking peoperly as to where the money has gone, because i most certainly have not received it.

I have attached the example that I found online of the bank statement from the bank that the client using, we have never received such, from the client, if the client sends it to us we will be able to investigate the case. Also, I would like to ask the client to stop sending us threats to our support email, after such behavior we won't be replying to you via email, if you want to send more death threats you can write them here.

Thats an estatement you incoherent individual. Weve already been through this and yet here we are again. No i wont be playing games with you anymore. You asked for screenshots of my account and i sent them to you. You cant keep changing your mind every two minutes. Im convinced yoju casino are thieves. Theres no other logical explanation for your actions. If casino guru cant see through your transperancy then there is no hope for anyone when it comes to corrupt casinos based in Curacao.

100% one of yoju staff have pocketed my 2600 dollars and have made it look like the money was transferred into my account on you end, however on my end after 35 days nothing has been received and you can keep playing your games yoju, i dont want a bar to do with you anymore, you are pathetic and sickening and not worth my attention or anyone elses for that matter.

One thing i will do is make sure your ip is blacklisted in australia and that you are not able to target any australian players from now on thus not being able to offer your rubbish services to australia anymore. This i guarantee you.

Thieves......

there you go yoju lets see what happens now that youve been reported to the acma and how much longer until you are blocked in australia

this warning is on the lcb site, only backing my claim as the thieves yoju are.

This message serves as a warning that using inappropriate language or attempting to intimidate any professionals or staff of the Casino will not be accepted. If any further attempts to engage in such behavior occur, your profile will be permanently blocked from our website. Our main goal is to assist players and any form of disrespectful conduct will not be tolerated.

My apologies peter, its not in my character to be disrespectful in any way, however you must know that my wife is on the verge of leaving me and taking the kids and everything elsebive worked hard to accomplish. The moneybive deposited into this casino and them not honouring my withdrawal request has put me in a bad way both financially and mentally. Im now suffering from depression and anxiety something i have to deal with in my own and all because of yoju casinos continued lack of proffessional customer resolve. If they arent willing to pay out the withdrawal why is it such a difficult ask to have all of my deposits from the last 60 days refunded to me. At least that way it would put me back into a steady peace of mind and may help me with my relationship with my family. I cant loose my family over yoju casinos deception, considering ive given them everything they have requested and have had to wait 35 days, and not being any closer to a resolve because they keep changing their mind as to what they want, i affraid my train of thought is leaning toward suicide thats how serious things are on my end with what ive gone through and am going through still.

Hi peter just wondering if there has been any progress with my case. I havent noticed any updates and was just curious. Thank you

Dear 6ftogrunt, I apologize for the delayed response but I was ill over the last week. I have gotten in contact with a casino affiliate directly and am discussing your case. I will keep you updated about any further developments.

Thank you peter hope you get better and again thank you for everything you are doing, its much appreciated.

Hello! We have received a new update from the Finance team, may you please review it below:

We received a response from the payment provider:

"Our counterparty has raised a request for trace results, they believe this payment was sent to a different account than it usually is sent to, please ask customer to check their Credit Union account. Please can you confirm funds have not been credited with a bank statement for November-December 2023."

The only account i have is the account my visa card is linked to, which is the same bank account that is registered within the casino and the same account ive made my deposits out of. I dont have any other accounts with any credit unions anywhere else.

So my understanding is that yoju have just admitted to stuffing up my withdrawal and paying the money which was destined for me to someone elses a account and still no money has been transferred into my bank account. 40 days now, and even with yoju admitting the money was not put into my account i Am being made to wait more and more. What kind of joke is this yoju? Why dont you honour my withdrawal and transfer the 2600 dollars and then take as long as you want with tracking the original stuff up which has absolutely othing to do with me

I have supplied yoju with their most recent request, my bank statements from november to today. And it still is showing what ive been saying for the last 46 days now nothing has been deposited into my bank account from yoju. How much longer are we going to keep playing this game yoju? I mean in the end your going to have to pay me my 2600 dollars so hows about you just do so now and lets finish this complete nonsense childish behaviour. How embarrassed dama n.v would be if they knew what you have been doing for the last 45 days. Lol

As I can see you have requested a withdrawal to your payment account with BSB 814-282, this BSB number belongs to the Credit Union Australia Limited (You can check it freely on any website that provides such information, here is the example https://www.iban.com.au/bsb-number-814-282.html). The withdrawal was sent to this payment account, here is the information from our admin panel where the withdrawal was approved, and here you can see the BSB number and the name of the receiver.

If you can't locate the withdrawal on this account, please provide a bank statement in PDF format from November 1 UTC TZ till now for further investigation of the issue with the payment provider.

Unfortunately, without the bank statement in this format, we will get the same response from the payment provider that we received earlier.

Hi i have already provided yoju a copy of screenshots of my account from November up until yesterday as that is when i emailed them showing all credits into my account none of which are of them depositing a cent. Furthermore if you read their comment here they admit to paying the money into another account which is not mine. I can not provide them with an estatement as it physically is not available to me until the end of january as estatements with my bank are issued twice a year and are an automated process, thats just the way this particular bank operates, ive already asked them a dozen times. If yoju wish to keep me waiting when they have admitted to paying the money into another account until an estatement is available in late january they can keep the withdrawal. Im not going to sit here stressing over this for another day as the damage they have caused to me and my relationship with my family is worth more than yoju and casino guru taking their time to do absolutely nothing here. If caino guru cant see that yoju casino are criminals despite lcb warning about new dama casinos not honouring withdrawals and yoju admitting they paid someone else then maybe casino guru arent really bothered to do as good a job as they claim they can.

Ive done and submitted all they have requested now im done its either pay me my money or not either way 2600 dollars is not going to ruin whats left of my already shattered familys christmas.

Dear 6ftogrunt, first of all, if your gambling activities have led to financial hardship with your family I would recommend checking out our guide on How to Gamble Safely. Gambling isn't supposed to be taken as a way to make money but as entertainment that costs money. Chasing losses is a sure way to get into financial trouble.

As for your remarks about our free service, we are not an authority nor can we force casinos to pay out winnings. We act as mediators between casinos and players to help resolve issues like yours. The casino has raised a valid argument about where the money has been sent. Withdrawal information is given by the players, and casinos warn players that all information they give out should be reviewed to be correct.

The screenshot of the withdrawal information the casino provided contains your name so right now it seems you might have accidentally put in the incorrect information. If you want to continue resolving this issue I would appreciate it if you could cooperate with us in this investigation. If you aren't satisfied with our free service, I have no problem recommending other steps you can take if you wish to pursue this complaint elsewhere.

Thank you in advance!

Thank you for your response, i am well aware as to how gambling works, ive been playing online for well over 15 years and not once in this time have i ever put any incorrect information when it comes to payments incoming or outbound. Yoju casino can say what they want regarding what they have or havent done. The simple truth of the matter is they have not paid me into my bank account the 2600 dollars i requested fo withdraw. Furthermore i dont have a problem with gambling in any shape way or form, but the money i deposited and the money i have not received has left me in a predicament and just before christmas. Something that i have had nothing to do with here this is all on yoju casino stuffing up on their end. Why i would be made to feel as if ive done something wrong here is beyond me and i dont appreciate being madw to feel as such. If they dont want to honour my withdrawal, fine, but why is it they are not willing to refund my deposits for the last 60 days then so that i can move on with my life and not have to think about how ive been robbed every day. They dont want to pay my withdrawal they dont want to refund my money they are criminals end of story.

I also understand the service casino guru offer and that they are not able to force anyone to pay money, however i also know that casino guru do get paid by online casinos to generate revenue for online casinos and at the end of the day casino guru and yoju do share this agreement and because of that alone some may question what the bigger picture really is here.

Its now going onto 46 days, if yoju had made the payment it would have landed in my bank by now, they havent and it has not. If it had why after 46 days would i be here stating i havent received the money? Im not a liar nor am i into scamming businesses out of money. I am however a person who beleives in integrity and honesty and when i say yoju are criminals and ahould have their licence suspended its because they are just that.

I play at three other dama n.v casinos to which i am considered a valuable player and have had nothing but a valuable experience at those casinos. Like i said casino guru you can either choose to help and dobthe right thing when someone genuinely has been robbed or you can pretend to and really do nothing at all. I cant force anyone to do anything, however if you say you are mediators and cant see what is going on here then i dont know what else to do and i give up.

I showed my bank the attachment and they asked me what they were supposed to do with it. i told them it was a receipt of payment and that the funds should be released into my bank account to which they replied, there is no 2600 dollars in your account and that the bank dont hold back funds therefore there is nothing to release into my account.

Now can we imagine just how stupid i looked when i was told this. Not only have yoju made me wait going into 55 days for my withdrawal, now they have also made me look like a complete idiot infront of my bank who now beleive i aam involved in some sort of scam. Yoju what are you doing, is it not enough that you have played me for a fool the past 2 months now there may be a possibility that my bank will red flag me because of the attachment you made me show them. Casino guru are you going to just allow this to carry on or are you going to step in and do something about this.

There is no money in my bank from Yoju in the last 3 months, yoju do you understand this. You are ruinning my life and i wont allow you to stuff with my head anymore. You either pay the 2600 dollars or refund my deposits over the last 90 days or i will sue you and make sure you are shut down once and for all. Im giving you 3 days to do one of the two options or you will be hearing from my lawyers. Enough is enough

Can you beleive the hide of this casino, i get an email this afternoon from Rey requesting yet again the same bank statements ive already sent them three times, and casino guru still not really doing much in trying to help huh. Thanks alot casino guru.

We have not received the file that we initially requested. We have only received screenshots of the payments, the payment provider tried to use them for the investigation, but unfortunately, crucial info is not present on those screenshots. Thus, we have informed you that they are not suitable for such a check and asked bank statement in PDF from the bank.

Ive supplied all ive been required to supply. I think its time you start supplying some money or answers here yoju. It seems you keep going round in circles because you know you havent paid a cent to my account. You are absolutely pathetic.

You know what yoju, keep the money im through, you won and managed to worm your way out of paying me but know this, carma is a bitch and eventually comes around and ensures right is made from wrong, and your days are numbered.

Keep the money and i hope you choke on every cent you b****rds.

6ftogrunt, the casino has raised a valid request, most banks can provide a bank statement for any previous month and it's unfortunate that yours only does every 6 months. If the statement was needed we would've just had to wait until January as you said to resolve this issue. I understand your frustration but throwing insults at people who are trying to assist you is not behavior we will condone and therefore your account will be banned and the complaint rejected. You have been warned before that the use of offensive or intimidating language will not be tolerated.

Best regards,

Peter