Yolo Casino - Player's winnings have been confiscated.

Good day, i have played on the 27.11.22 at the YOLO Casino.

I played with the first deposit welcome bonus and made an 300 deposit in order to get 300 AUD$ bonus on top.

I have read and checked the bonus terms from the YOLO Casino, in the terms its stated.

"5) The maximum bet with an active bonus is 5 EURO/USD, 25 PLN, 10 CAD or equivalent to 5 EUR"

As Australian dollars is not listed, i just made it sure that i dont breach any rules at the YOLO Casino.

So i have contacted the live support and asked him about AUD$ maximum bet allowed, as i wanted to make sure as 10 CAD is listed in the terms what would be 11,34 AUD$

Anyways, as i mentioned i have not relay on it, so i made sure to play 100% secure without breaching any rules.

So the chat operator reached out to me and told me that the maximum bet allowed will be as well 10 AUD$

So i started spinning and with the time i won a very big amount.

After finishing the bonus turnover i was able to withdrawal over 22.000 AUD$

Today, the YOLO Casino, reached out to me, with the explanation.

Dear Tyler,

"We found out that you have exceeded the maximum bet of 5 EUR while playing with the bonus.

Sorry, but due to that, we had to correct your balance to the deposit amount. We kindly ask you to observe our Bonus Terms & Conditions and be more attentive next time.

Sorry for any inconvenience caused and hope for your understanding.

Should you have any questions or doubts, please do not hesitate to contact us via email or via live-chat."

First of all here, i dont play in Euro currency, im australian and therefore im playing with AUD$.

2nd of all, as i have mentioned above, only CAD$ was listed and i made sure with the live support how much ill be able to bet maximum. 10 AUD$ the very important information was given to me.

After they have voided my winnings and left me behind with my 300 AUD$ deposit, i contacted the live support, the live support double checked this and now today, the maximum bet allowed is 7,77$

Like this is insane and with no other words to explain what here at the YOLO Casino is going on at this moment.

I requested an chat history from the previous chat operator, as the player can only relay on the informations the casino provides to his players and as AUD$ wasn't listed in the bonus terms, i made sure and trusted this chat operator that he has to give the correct information about the maximum bet.

What else do they want us to do, then to double check with the employees of the YOLO Casino to confirm even tho what is allowed to bet?

Please casino guru, much help is needed right now as this is just super sad and frustrating like how casinos like the YOLO casino, is treating people who might win a lot and then trying everything to not paying out this kind of amount.

Wishing everyone all the best.

TYLER

Dear TYLERGG,

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

Could you please forward me your game history starting from the moment you activated the bonus? My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well. I would mainly like to see the message in which the casino support informed you about the maximum allowed bet.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina, i have send you the chat history from the 27.11.2022 before i have started playing at the Yolo casino.

Have a nice day Kristina.

Hello, the YOLO casino reached out to me today with exciting news.

" Dear Tyler,

First of all, we apologize for any inconvenience. After thoroughly investigating your situation, we have discovered that you have been misinformed, which has caused us to write off your winnings in error. Your winnings have been returned to your account and can be withdrawn.

We apologize again!

Best regards,

Yolo Casino Support Team"

Happy to see the sportsman ship here on the side of Yolo casino.

Thanks anyways for helping out in this case, this case can be successfully closed, with an Happy ending.

Wishing everyone all the best.

TYLER

Dear TYLERGG,

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,

Kristina

Casino.Guru