The player from Germany, though self-excluded due to gambling addiction, has been allowed to play in yoju.casino, a Dama N.V. brand. The casino has treated them as a VIP customer and has denied their refund request after banning them for 'security reasons'. The complaint was closed as the player resolved the issue with the casino.
Yoju Casino - Player with gambling addiction is baited with bonus offers.
Amount: €1,780
Yoju Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.6
Yoju Casino has a Safety Index of 6.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good Day,
I am contacting you today to lodge a complaint about the casino. In 2020, I received a confirmation that I was permanently barred from all casinos in the group due to gambling addiction (refer to the attachment). I had also requested a lifelong ban from all Dama N.V. branded casinos due to the same issue. I would be happy to provide these screenshots as proof.
My grievance today specifically pertains to yoju.casino. I contacted them regarding the issue, but they declined my refund request. Despite my permanent ban from the group, I was treated as a VIP customer and was baited with bonus offers (refer to the screenshot for proof). This was presumably known to the casino during my playtime because I was subsequently banned for "security reasons" after I refrained from making deposits for a considerable period.
The casino has denied my refund request.
Please assist me.
Automatic translation:
Public
Public
1 year ago
Hello Jonasgamble,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Yoju Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When did you register into this casino? When was the last time you spoke to the casino and what was it about and is your account currently still open?
I would like to note that you did not attach any screenshots or proof so please forward it to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
Hello, yes my account there is verified. I don't know the date. The account was created on December 19, 2020. The account is no longer open. I last communicated with support this week. The proof was forwarded to the email.
Many thanks for your help.
Automatic translation:
Public
Public
1 year ago
Dear Jonasgamble,
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,
Casino.Guru
