Yukon Gold Casino - Player’s winnings are delayed due to extensive ID check.

After winning they continually asked me for the same I.D for 2 weeks. It was an obvious scam. Still have not received my money. Please read through my attachments.

I have already taken significant steps towards attacking this problem when I came upon your website. Since I am throwing everything at these rip off artists including the kitchen sink I would absolutely appreciate Casino Guru advocating or mediating on my behalf as well. I will take all the help I can get and then some.

I have plans of taking this public and have spoken with 2 specific media outlets (1 Print, 1 Broadcast Media) who feel that because the online casino industry is relatively new in Canada not much is known about it from a journalistic perspective, like who owns them, where does the money go, who are their patrons, etc. so when I approached them with my experience with the dark underbelly of the industry, and willing and ready to go on camera they said I fit like a glove. They are looking into a expose style docu-series about the industry with emphasis on the darkside and the scamming (my word not theirs). The print series would be like a catalyst to the docu series dependant on readership numbers, which I'm sure won't be an issue from the looks of all the complaints on Casino Guru.

I have also talked with a lawyer but we are just giving the casino a chance to do the right thing, if they don't then all hell will break loose, unfortunately there will be collateral damage to the online casino brand but many feel it couldn't happen to a more deserving industry.

Im 2 hours west of Buffalo, New york and 2 hours East of Detroit Michigan in South Western Ontario so they will be also pick up on this story which has a very real chance of going North American wide.

Please feel free to look over my uploads and I would appreciate any efforts on my behalf.

Dear sbailey333,

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 explain what was the nature of the promotion you participated in?
• When were you last in contact with the casino and what did you discuss?
• Have you ever deposited in the casino?
• Please share the most relevant responses you received from the casino to my email at tomas@casino.guru as well as any details regarding the promotion you participated in.

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

Dear sbailey333,

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.

Hello Tomas,

 I am very sorry I missed your first email response.

To answer your questions I wasn't a part of any promotions, I had simply deposited my money and began playing, I may of used a 50% match bonus at the time. I won the money over a few days as outlined in the timeline I uploaded to you. 

I last spoke to the casino November 18th . In that email, a person named Rodrigo, of the Customer Loyalty Team at Casino Rewards, said he had escalated my complaint to their Compliance Team at Casino Rewards. After that I have not heard a thing from them.

As for deposits I had made my initial deposit of my own money when I won this money. I have also made other deposits with them.

As for any promotions there was none and the TIMELINE sheet, I uploaded to you, summarises each time I spoke with them and what transpired. If you need the actual email themselves or some of them just let me know. 

I hope that helps,

Sincerely,

Shawn *****

Thanks for your messages.

According to the casino email, the withdrawal request was for $225, which was processed on October 30th.

Have you initiated any subsequent withdrawal requests from the casino?

If you have a screenshot from your withdrawal history, detailing when and how much you requested since your issues began, please share this information here or send this information to my email at tomas@casino.guru

Hi Tomas,

I cant believe they are saying this. Can I forward you all the correspondence I have had with them about this. It is many e-mails and I can forward them to your email or any other way you prefer. I'm also wondering if the person who originally elevated my complaint gave them all the information.

Thanks for your messages.

To prevent any misunderstanding. The information about $225 comes from the first batch of emails you sent me earlier, which wasn't referenced in your timeline.

Have you requested any subsequent withdrawals from the casino? What is your current casino balance, please?

To help I will summarize the entire ordeal right here.

After my large winnings I created a withdrawal for the maximum amount allowable according to their policy, which was 4000$, although I had won much more. However they would never give me the $4000 despite telling me I was verified and approved and my money was on the way, multiple times, as I showed you. So I decided to reduce the amount of the withdrawal to 225$ after weeks of being lied to, however that didn't work either.

By this time (weeks of trying), I had become quite depressed, disillusioned, and having emotions and thoughts I didn't think possible; it was obvious they were stealing my winnings and never did have any intention of paying out my winnings. So I gave all the money back to them minus the 225$ still sitting in withdrawal status. So once they seen I had given all the money back and I was no longer a threat to take out my $39'000 in winnings, is then and only then that they deposited the lowered withdrawal amount of 225$ into my account. and this is the only withdrawal I have ever received from them and it is the one they keep going on about.

I hope that helps.

P.s. (it took me approx a week to get my winnings up to 39,000 and just minutes to give it all back, then immediately afterwards and out of nowhere, and without any prompting and literally minutes after they got my winnings back, they processed and deposited my (reduced) withdrawal request of 225$, as if to say, see this is your fault, had you just waited 5 more minutes you would of gotten all your winnings of 39,000.

This was the lowest thing they could of done and they did it, but it is so obvious they only released the 225 because there was no threat of me taking out my 39,000 in winnings an more and also, so down the road in court they can say, look we were gonna give him his winnings, cuz look we did, it just took longer than expected, but they won't fool the jury, it is obvious what they were doing.(remember by this time 2-3 weeks have passed since I created that withdrawal).

sincerely,

Shawn ****

I apologize for the delayed response.

While I understand your deep disappointment with the actions of the casino, our hands are tied.

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you.

Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. For future reference, please contact us as soon as the issue occurs so that we can intervene before it's too late.

Please let me know if there is anything else we might assist you with, otherwise, we'll close the complaint.

Thank you for your efforts. I don't believe had I approached earlier would of made a difference. People need to realise this is a serious issue and from this sites complaints, it goes on all over. I would hope Casino Guru would list sites that have demonstrated over and over again to not be paying out larger winnings no matter what the reason (most are ridiculous reasons) and let the people know. Why wouldnt you want to list that information? I came across many in the few complaints I looked at, a couple were for the most ludicrous reasons and I started seeing names of the same casinsos. These Bad Apple Casinos will bring them all down if the Good Casinos don't seperate themselves from these criminal casinos and that seperation could start here with such a list.

Thanks for your point of view. Rest assured the complaint will stay public for others to see, however, we can't penalize the casino if the funds in question were played down.

Due to the aforementioned reasons, this complaint will now be closed. 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 issues with any online casino in the future.