Yukon Gold Casino - Player complains that he didn’t win anything.

I spun today on new game of the month, won 150 and then spent 50 dollars and change on modifiers and out of 10 spins I got 63 cents back pn 10th spin. Can provide proof of this as well. Super pissed

Dear chadwkerr,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

No lol.

I have many more

Could you please forward your entire game history to petronela.k@casino.guru? Please understand that it is very difficult to analyze the RTP from a few screenshots. Thank you.

Did you get my email?

Indeed, I did mention this before. I require your game history in a format other than forwarded screenshots. I suggest requesting the complete game history directly from the casino. It is crucial to understand that analyzing the RTP (Return to Player) from screenshots is impractical. It becomes extremely challenging to accurately count the game outcomes when dealing with screenshots. Instead of using a few simple clicks in Excel, the counting process becomes manual. As you can imagine, if we were to receive game histories from all our users in screenshot form, it would consume significant time arranging the screenshots in chronological order and manually calculating the RTP for hours. Our primary goal is to mediate issues with online casinos, not spend excessive time organizing screenshots. Thank you for your understanding.

How would I get those from casino or to you?

Try to request your entire game history from the casino directly, please.

I tried requesting it but they basically told me to do what I did

I asked them and was basically told to do what I already did 😕

Is there any relevant communication between you and the casino that you could forward to petronela.k@casino.guru? Do I understand correctly that the casino refused to provide your complete game history?

This is correct 😕 they don’t even reply to my emails

Please write them another email requesting the game history and CC me at petronela.k@casino.guru. Thank you.

Thank you for your email. Any luck requesting your game history via live chat, please?

I have got nothing from live chat they just play stupid and tell me to email another address that’s half as helpful as the last guy, then they offer me some bonus and that’s that’s. silver edge yabby Yukon they have all done it to me.

My response to this player's review of our casino for the same reason they started this complaint is here: https://casino.guru/profile-reviews/243175/chadwkerr

After reviewing the user's feedback, I can confirm that the casino has already presented a certificate as evidence of their adherence to all pertinent regulations.

Is there anything else that we could do for you? I'm sorry that it seems that there's nothing more that we can help you with.

They have presented nothing, I have 30 plus spins with no pay no feature, then I spend 50 dollars on getting a Better outcome of free spins and your trying to tell me that 9 spins is 0 dollars 0 cents and the final spin is 68 cents? You don’t actually expect me to believe that do you?? Where’s my game history then?

Hi again

I see you contacted live chat on the 7th of June and they gave you instructions on how to find the game play history inside your account.

30 spins is not a large enough sample to dispute an RTP. The RTPs are tested over millions of spins by the regulator.

If you are not happy with the response, please feel free to contact the ADR, however you will likely receive the same response as I have given re sample size.

Cheers

It’s more than 30, and what’s an adr? I’m just trying to get back the spin money cause that’s crap. This is the 5 time I’ve either been prevented from getting winnings or I lose my whole deposit without winning 1/20 of it. Either way then they gonna lose a good customer because of it. My game history shows it, clear as day. It’s supposed to be what 1/4 spins your suppsed to win something?? And again inaccurate as hell, which leads me to my first point, I didn’t gamble it away it was taken from me.

Based on the previous instructions, you were provided with guidance on how to obtain your game history from your account. It's important to understand that the RTP (Return to Player) is calculated based on the entire game history and all player sessions, not just a few spins or a report of deposits and withdrawals. Various factors such as withdrawal timing, individual strategies, and the course of each session can influence outcomes. If you still believe the casino's RTP is lower than expected, you can contact the official Alternative Dispute Resolution (ADR) via this link: [link].

How do I submit a question or complaint to the Commission?

Questions, complaints and requests for information are received and reviewed by the Commission in accordance with the procedures set out in Regulations, and where appropriate, with the assistance of professional advisors.

Any complaints about a gaming site licensed and regulated by the Commission should be directed in writing to the Commission at the mailing address, fax number or email address given below - or by emailing complaints@gamingcommission.ca

The Commission is committed to responding to all complaints promptly. Every attempt will be made to facilitating appropriate solutions between complainants and licensees.

Please let me know how you wish to proceed. Thank you.

Dear chadwkerr,

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.

I’ve reached out to adr

As the player has verified their communication with the official ADR but failed to submit any supporting evidence beforehand, we are classifying this case as "rejected." The player is welcome to reach out to us again once the official ADR delivers its official decision.