The player from Germany was struggling to withdraw a part his winnings from a bonus. After successfully having had withdrawn most of the amount won, the player's last withdrawal request was denied. At that time, the casino was transferring all accounts of German players to its sister site. The issue was resolved. The player was later able to acccess his account and withdraw his funds from the sister site.
YoYo Casino - Player’s account has been blocked.
Amount: €500
YoYo Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello .
I won yoyocasino with a bonus of 2500 €. Of this, I was paid 4 times € 500. After these withdrawals, the withdrawal of € 500 was canceled twice and I had no access to my account.
After long chatting back and forth with an employee, it turned out that they closed my account in this casino and they redirected me to the subsidiary casino m.Cadoola.com without my knowledge and thus created a new account for me.
Now I have tried to withdraw the remaining € 500 but everything is canceled again.
I also threatened them with the police, but there was no reaction.
At my request, I wanted to speak to the casino manager, but he was also unavailable at the moment.
The employee recommended that I try the transfer again, which was not possible after trying 10 times.
I am beginning to believe that this is a scam and politely ask you to investigate.!
With best regards
Michael G ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received confirmation regarding successful account verification? Could you please advise which exact bonus you have activated and played? I would like to check the promotional terms and conditions.
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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3 years ago
Translation
Additional comments from the player:
"Hello.
Many thanks for the quick processing.
At that time I deposited € 150 and I was given a bonus of € 150 from the casino, which I wagered 35-40 times or I wagered € 10,000 and was then able to dispose of my total winnings. Since I was at the beginning level, I could only arrange for a payout of € 500 every 24 hours. I won a total of € 2500, € 2000 was paid out to me without any problems and with the last € 500 there are now these withdrawal problems although it always worked before. YOYO casino upgraded on Friday and directed me to the subsidiary Cadoola.com without my knowledge and created a new account for me. After multiple inquiries, you told me that all German players would be switched to this casino.
The remaining € 500 was transferred from YoYo casino to this casino. Yesterday evening I made another payment, the amount is currently pending.
I hope that you can help me here quickly.
With best regards
Michael G ***
Yours"
Automatic translation:
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3 years ago
Thank you very much, Michael, for your reply. Do I understand correctly that all the accounts of German players, including yours, will be redirected to sister casino Cadoola.com? Is there any relevant communication that you could forward to petronela.k@casino.guru?
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3 years ago
Translation
Additional comments from the player:
"Hello .
Yes, all accounts of German players were simply forwarded to the sister casino Cadoola.com, so this was confirmed to me by an employee of YoYo Casino. "
Automatic translation:
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3 years ago
Are you able to access your newly created account at Cadoola.com? Is your remaining withdrawal visible there and marked as "pending"? Thank you very much.
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3 years ago
Thank you very much, Michael, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.
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3 years ago
Dear Michael,
I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.
I would like to invite YoYoCasino to join this conversation and participate in the resolution of this complaint.
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3 years ago
Dear Player,
Thank you for reaching out, we highly appreciate the feedback from our players and we will do our best to improve our service further.
We are deeply sorry for any inconveniences. We confirm that your payment has been processed today and you should receive it to your account soon. We are grateful for your patience and cooperation.
Please feel free to contact us in case you have any further questions.
Sincerely,
YoYo Casino
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3 years ago
Thank you, YoYo Casino, for your reply.
Dear Michael,
I’d like to kindly ask you to let us know once you have received the payment. I’m setting the timer for 7 days. If you have trouble replying in the complaint thread, feel free to contact me via e-mail (andrej.p@casino.guru).
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3 years ago
Translation
Additional comments from Michael:
" Hello Andrej,
Thank you for taking care of it so quickly.
Could you tell me how the casino felt about that?
The money has not yet arrived, but I will let you know as soon as it has been transferred.
Best wishes
MG *** "
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Michael,
Kindly note that we were only informed that your payment had been processed. As for now, we don’t have any additional information.
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3 years ago
Translation
Additional comments from Michael:
" Hello.
I just wanted to let you know that the casino has paid out my winnings.
Thank you for taking care of it.
Best wishes
MG *** "
Automatic translation:
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3 years ago
Dear Michael,
Thank you for the update and for using the Casino Guru complaint resolution center. I’m very glad that you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
