YoYo Casino - Player's withdrawal blocked due to account closure.

Hello.

I registered for Yoyo Casino with strong bank identification (Zimbler) and during registration, I also added my active email address to my information. In the account confirmation section, my profile showed as verified, thus I felt safe to make deposits on their site  worth a total of  900€. Fortunately, I won 1510€ from games and attempted to make a withdrawal, but a message appeared stating that my email address needed to be confirmed. I contacted their customer service via chat, where I was asked to send an email from my account with the following message: "I want to confirm my email address" so they could verify it. I did this and almost immediately afterwards, my account was closed and I can no longer log in.

I immediately contacted them again via chat, and they informed me that my account was temporarily closed for security verification, which I found quite strange as my profile congratulated me for successful verification.

I have reached out via email concerning the matter (the last email did not receive any response), and multiple times through chat, but I always get the same reply that it's being processed.

Attached are images I was able to take before my account was suspended  showing the verification of my profile, my contact information, and my balance. I have also saved all the emails and chat conversations I've had with the casino in my email.

Could you perhaps assist me with this matter?

Dear Miiks,

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.

• Could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?
• I understand that you verified your email address but have you also sent all personal documents needed for KYC verification?

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

Hey.

As I remember, I registered with bank credentials, i.e. with strong identification, through Zimbler on 26.10, which means my account has been confirmed with strong identification.

They haven't asked for any documents and I don't think they need any because I've proven my identity with the bank credentials they used to get my personal information, my address, and my profile said, fortunately, my account has been verified.

I didn't claim bonuses, i.e. I played with my own money.

I played Casino's automatic games, i.e. Gemix and others

Thank you very much, Miiks, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Miiks,

I've reviewed your case and am sorry that you came across such a problem with the suspension of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear YoYo Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify how long will it take you to review the player's account for security reasons? Based on the words from support, it may take up to 7 days, however, we can see that the verification has already taken 2 weeks.

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for reaching out!

We sincerely apologize for the delay. Kindly note that the account was closed as a result of a routine check during our Responsible Gambling procedure checks, and it is in the final stages.

In order for us to complete the account review, we kindly ask you to provide us with answers to several questions, that have been sent to you via email.

Thank you for your patience and co-operation!

Best regards,

YoYoCasino

Hey,

I answered your questions by email.

hopefully this matter will be resolved soon

Thank you for the reply, YoYo Casino.

Dear Miiks, so that I understand the situation, could you please specify if you have requested any of responsible gambling tools to set?

Please, let us know if the casino replies to your email directly, if there will be any progress on your case.

Regards,

Natalia

Dear all,

Thank you for your patience.

We would like to inform you that the account of the customer is now open.

Best regards,

YoYoCasino.com

Dear Miiks,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey. Thanks for your help, the casino opened my account and this complaint can be closed on my behalf

Dear Miiks,

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,

Natalia

Casino.Guru