Yukon Gold Casino - Player's redemption of bonus is suspended.

I have a substantial amount in my loyalty funds account. I won a substantial amount in a single night, after which they suspended my redemption. They have mentioned a threshold that i need to reach and im fine with that, however they wont tell me specifically how much those thresholds are. I either want the funds released or to know exactly how much they want me to play to unlock the redemption.

Dear deastoncupw,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please provide of screenshot of how the situation looks in your account?

Is there not any indication of how much you should wager the amount directly in your casino account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

This is the message that I'm greeted with when I attempt to redeem my points. The only promotions that I have used with this casino are ones that were offered to me either through email or the website directly.

When I attempt to use the chat function (which is 100% automated now, no way to speak to an actual agent), this is the response I get

The script does not vary much between email and chat. I unfortunately do not have any copies of previous emails as I deleted them as I received them.

As you can see, they mention specific criteria I have to reach but don't mention exactly what those criteria are. I'm fine with needing to reach said criteria but not if it's prohibitive in scale or disproportionate to the amount that i play normally @ yukon gold

Thanks for the explanation.

Could you please specify under which circumstances you achieved your big win? Was it with the help of bonus money/promotional offer from the casino?

Were there any issues with the withdrawal of this win from the casino?

Does Can$179 represent the value of accumulated VIP points in the casino?

Yes, the 179 represents the accumulated loyalty points that I have banked in my loyalty account.

The $5000 withdrawal went through without any incident (albeit having to wait an extra day for manual verification on Casino Rewards' side due to the amount of the withdrawal) via E-Transfer.

As far as I aware, the winnings that I received were not as a result of the redemption any loyalty rewards. Otherwise if they were, the withdrawal would have been rejected at the time manual verification.

Here's the way the bonuses have always worked with my Casino Rewards account:

Lets say CR offers a 100% match bonus on a deposit. I decide to deposit $100. Rather than having an extra $100 available to me for play immediately, the $100 that I would be entitled to as a match bonus is applied as points to your loyalty account AFTER wagering either the total amount of the original deposit, or achieving their playthrough requirements. That is to say: I deposit 100, I play 100 to 0 [or their playthrough requirements], then Casino Rewards gives me 10,000 points in my loyalty account which I can then redeem for $100.

.

Thank you very much, deastoncupw, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you

Hello there,

Thank you deastoncupw for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Yukon Gold Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Hi Peter

As the support agent has already explained, there is no exact formula unfortunately. The algorithm unlocks the bonuses in the background based on the player's entire history within the Casino Rewards group including deposits, withdrawals, bonuses and wagering so as long as the player continues to deposit and wager they will continue to accumulate the VIP points and they will eventually be unlocked.

Cheers

An algorithm is a mathematical equation. Mathematical equations have solutions. Someone in your organization knows the final solution (ie the amounts required to unlock my account).

If you are unable to provide me with the answer to my question, please direct me to someone who does have the answer to my question. If nobody knows the answer, then that speaks very poorly of your service.

Dear Yukon Gold Casino representative, would it be possible to disclose this information about the requirements for the reinstating of the loyalty points? Thank you in advance!

Hi Peter

As mentioned, the algorithm is based on the players continued history with the group. If they continue to deposit and play the bonuses will at some point become available again. At this point the bonuses are not available for redemption for this player.

One more time, this is a NON-ANSWER.

I am aware of HOW the bonus is going to be unlocked. That is not under dispute.

I have a right to know what you are going to require of me in order to unlock these funds.

I get it, you're in the casino business to make money, not lose it to people like me. It's unfortunate that I took more from your casino than you took from me, but I'm not going to give it all back just to chase $180 in bonus funds.

Please advise of the terms that will result in the unlocking of the funds.

Hi deastoncupw,

I wanted to inform you that since Peter, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Peter possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Peter will reach out to you as soon as possible.

Thank you for your understanding and patience.

Dear deastoncupw, I have contacted the casino affiliate directly to mediate the issue but have not received a response yet. I will give the casino another week to reply but if there is no response I can only recommend contacting the casino's regulatory body. Thank you for your patience during this time!

Hi Peter, thank you for your attempt.

Unfortunately I don't think we're going to get anywhere via these avenues. To say that I'm dissatisfied with the answers that they have provided is an understatement.

I am filing a complaint with the AGCO, and the Kahnawake Gaming Authority.

Hi again

I have manually redeemed the points into the players account as a once off good will gesture and requested a review in the meantime of the player's redemption status.

Unfortunately I cannot promise that it will be lifted, however as mentioned, continued depositing and wagering at the casino with your own funds will continue to earn loyalty points and eventually lift the redemption lock if it is not lifted after the review.

Cheers

Thank you very much for the update Yukon Gold Casino representative.

Dear deastoncupw, please keep us updated on the situation from your side. Feel free to request any further assistance if needed. Thank you!

I see the player has been able to use the bonus now so I will assume the issue is now closed.

Thanks Peter.

Dear deastoncupw,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.