The player from Germany was blocked from the casino due to being banned under the Altacore N.V. license. Unaware of the license details, the player made deposits and then sought a refund, questioning why he was allowed to lose if winnings wouldn't be paid out. The Complaints Team requested evidence of self-exclusion from all Altacore N.V. casinos, which the player could not provide. Consequently, the complaint was rejected due to lack of supporting evidence.
Yonibet Casino - Player’s account has been blocked and he is requesting his deposits back.
Amount: €250
Yonibet Casino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
5 months ago
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6 months ago
Translation
Hello Dear Casino Guru Team,
The casino has blocked me because I am banned from their products and platform, as well as the license under Altcore.Nv.
I would like to get my deposits back. I did not know which license and company the casino belonged to.
I made deposits anyway.
Is it possible for me to be allowed to lose but not to win?
They wouldn’t have paid out my winnings, so why should I be allowed to lose?
I am asking for your help,
Automatic translation:
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6 months ago
Dear Cihan,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that you were banned from this particular casino in the past? Could you please specify the reason why the casino banned you?
Have you been able to create a new account with the same personal information? Has your account been blocked only after providing identity documents for KYC, or before that?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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6 months ago
Translation
I realized and accepted that I am addicted to gambling
I have decided not to play anymore
That is why I ordered this block
Despite the ban, the casino let me play and verify
At first I didn't know that this casino belongs to the same license Altcore.Nv
I played simultaneously in several casinos belonging to Altcore.Nv
I am a long-time player and I have lost several hundred thousand euros in casinos
I know that they are not allowed to keep my losses
If I had won they wouldn't pay me out either
Therefore I want to claim back all losses I lost at Altcore.Nv casinos
That is my right
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6 months ago
Thank you for your reply. There is currently no way to self-exclude from all Curacao-licensed casinos at once. You must self-exclude at each casino individually. Although Antillephone N.V. licensed casinos must offer players the opportunity to self-exclude, there does not appear to be a specific procedure, so the only options are to check the casino's website or contact the casino operator and ask them for instructions.
Could you please confirm if you requested to be self-excluded from Yonibet Casino specifically?
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6 months ago
Translation
The casino Yonibet excluded me because they saw that I was blocked from their license
However, I was already verified
When I informed the casino that I was blocked from their license, they checked it and excluded me because they saw for themselves that I was actually blocked from their license
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6 months ago
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I should be blocked at the latest upon registration
Or during verification
I was first banned when I wrote in the live chat that I was not allowed to play with you because I was banned from your license Altcore.Nv
After this last conversation she blocked my account and confirmed that I am blocked for Altcore.Nv
Although I asked at the beginning of the conversation if everything was OK with my account, the live chat confirmed that everything was OK
At the beginning of the conversation they told me that everything was fine with my account and they confirmed that I could play without any problems
I deposited after confirmation and lost
And later I saw and noticed that this casino belongs to Altcore.Nv license where I am not allowed to play because I am blocked for this platform no matter which email address I try to register with my data is recognized and blocked immediately but that was not done here I was even registered verified and got the confirmation that everything is OK and that I am allowed to play
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6 months ago
Do you have any email from the casino confirming that you should have been excluded from all the casinos belonging to Altacore N.V.? As I mentioned, the licensing authority does not require licensees to exclude players from all brands owned by the same company. If you do have evidence of your self-exclusion from all the brands, please forward it to me. My email address is veronika.l@casino.guru. Alternatively, you may post screenshots directly here.
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6 months ago
Translation
Dear Veronica
I have been banned from other casinos for Altcore.Nv license
Here at Yonibet my registration was allowed
Yoni bet also belongs to the license Altcore.Nv
I deposited and lost
Suddenly Yoni bet closed my account too because I wanted to verify my account
So you saw that I was blocked and also blocked my account at Yonibet
Meanwhile I can not register in any casino that belongs to the license Altcore.Nv
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6 months ago
Translation
The casino Yonibet doesn't want to confirm anything to me. They tell me to wait for the email
I have asked Yonibet several times to please confirm
that you have closed my account because I am blocked for your license Altcore.Nv
As I said, I deposited money here, I was not allowed to win, so I am not allowed to lose either
Therefore, I ask you to help me to get my deposits refunded
Please invite the casino to a meeting to receive more information
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6 months ago
I am sorry but without further evidence, we are unable to continue with the investigation.
This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
